Mark from All My Systems talks about how you can save time and offer a better service by integrating your telephone system and CRM
I want to talk to you how about how Microsoft Dynamics can save you time when making phone calls.
If your business is anything like mine, the phone rings a lot, and it would save huge amounts of time if you could actually make your system interact with your phone system. Let’s say you’d like to make a call from your CRM system, you can click a button and it will dial it from your phone system, likewise when you receive incoming calls, the system would recognize the record in your CRM and open the contact’s details.
Sound a bit far-fetched? Not really? You can have a call centre functionality where the operator usually opens up your details immediately when the phone rings and they have access to all of your details in front of them. This is commonplace technology in larger businesses, but now it’s available for small businesses too like yours. Imagine the time this saves over a year is phenomenal! If you have a look at all of the calls that come in, all the time spent writing on post-its telling someone that so and so called, it all adds up.
So now when the phone rings the telephone system by something called CTI (computer telephone integration) is going to tell your CRM system who the number is from. That number is going to get looked up in your system and by magic it’s going to return that caller’s contact record. Immediately you can see things like their order history, their preferences, details from your CRM system that are personal to that caller. You can also make a quick notes and add any actions regarding that phone call, directly against the contact record. So immediately you have a record stored in your CRM system what’s more is that you can actually from your CRM system click the number to dial it straight away, no more dialling what is it 11 numbers on your keypad anymore making any dialling errors and you multiply that by the number of people in your team or the number of phone calls per day massive massive savings.
