What are the advantages of integrating a telephone system into your CRM?

Published on 27/05/2024

Customer relationship management (CRM) software has become an essential part of business management.

This powerful tool brings together all the company's information and offers numerous advantages for continually optimising performance and efficiency. For example, it is possible to combine this software with the company's virtual telephony. As both work via the Internet, their connection will provide functionalities that will allow you to concentrate on tasks that require greater concentration and add greater value to your business.

In the field of translation services, integrating telephony with CRM can be a powerful tool for improving the customer experience and increasing productivity. By integrating telephony systems with customer relationship management (CRM) systems, translation departments can effectively manage incoming and outgoing calls, as well as communications with customers.

Increased efficiency

CRM software such as Fonvirtual, which brings together all the data of a customer (current or potential) or supplier on a single platform, allows access to all members of the company from anywhere and on any device.

This data includes the customer's contact number, information on the status of an order, any incidents that may have occurred, etc. These systems can be integrated with other tools that the company uses to optimise processes and the time of their agents, as they will not need to move from one screen to another to perform different actions in each of the applications.

By integrating CRM with your company's telephone system, you can take advantage of features such as simple communication with customers without having to leave the customer's file.

In this way, there is no need to leave the CRM and switch to another platform to make a call or start a chat, which, as well as making it possible to view and modify information in real time, implies an increase in agent performance.

Constant flow of information

Another advantage of combining a virtual telephone system with a CRM is that information is constantly circulating between the two systems, with changes being updated in real time. As a result, anyone in the company will be able to access up-to-date information in real time, improving internal communication and the exchange of information. What's more, any agent will be able to deal with and will be familiar with the case of each specific customer, even if they have never dealt with it before.

The record of all the past conversations held between the agent and the customer will be reflected in the CRM, so when a call, video call or chat is made, any employee who receives it will be able to view previous interactions, the agent who assisted the customer previously, the notes taken during and after a contact, etc.

Customer service personalisation

In line with the above, the fact that the agent can view the customer's information without abandoning the interaction makes it possible for them to provide a much more personalised service. Furthermore, they can make any changes or add information from the same interface in which the interaction is received.

The result will be greater customer satisfaction and loyalty, because they will appreciate being looked after quickly and in a personalised way. Besides, there's no better ambassador for a brand than a satisfied customer who recommends it to family and friends.

Integration of a telephone system into the CRM of a translation agency

Thanks to the integration of telephony with CRM, translation services can:

  • Manage incoming and outgoing calls efficiently, recording calls and retaining records for security and compliance reasons.
  • Quickly access customers' information, including their preferences and specific needs, enabling a personalised customer experience.
  • Track communications with customers, including calls, emails and text messages, to better understand their needs and preferences.
  • Improve productivity by automating repetitive tasks, such as entering customer information and managing calls.
  • Improve service quality by providing accurate, up-to-date information about customers, enabling informed decisions to be made and personalised solutions to be provided.

When looking for a translation agency, it's important to find one that offers a personalised, efficient service. A CRM system integrated with a telephone system like Fonvirtual provides a high-quality system.

Integration is also a very simple process. In general, centralising information in one place can only lead to profits for a company. If you would like to find out more about this integration, you can find all the information you need through this link.

Virginia Pacheco's picture
Virginia Pacheco

Blog writer and Community Manager interested in multiculturality and linguistic diversity. From her native Venuzuela, she has travelled and lived for many years in France, Germany, Cameroon and Spain, passing on her passion for writing and her intercultural experiences.

Add new comment