SMBs have been taking their CRM lead, literally and figuratively from big brands for some time now.
However, small business owners who wear multiple hats often position CRM [Customer Relationship Management] low on their priority list.
Like Maslow’s ‘Hierarchy of Needs’ theory, physiological necessities are needed prior to ascending to higher needs such as self-actualization. In the business world, that theory correlates to extrapolating primary before secondary and tertiary needs as well. In other words, SMBs first require sales to attract customers, before they can relate to those customers in any meaningful way.
Customer Relationship Management
Customer relationship management is the term that refers to practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout their customers’ lifecycle.
CRM has the goal to improve business relationships, assisting in customer retention and driving sales growth — while analyzing customers’ personal data, purchase history, buying preferences and concerns.
CRM systems compile information on customers across distribution channels – or points of contact between the customer and the company — which could include the company’s website, social media, live chat, direct mail, marketing materials and telephone.
Why a Cloud-Based CRM-VoIP Integration?
With a VoIP-based contact solution, customers can reach an organization’s employees via a multitude of devices and methods of contact. Having all forms of relevant communication in one interface can streamline the process of reaching out to build those relationships, which in the long run can strengthen customer engagement and the bottom line. This is especially important for an SMB owner who has limited time for data collection and analysis.
Combining a VoIP solution like Telzio with CRM software can also enable your business to gather actionable data related to performance.
In analyzing and dissecting this data, companies can gain valuable insight into customer interactions. For example, some call centers may benefit from tracking how long customer service calls take, or how long a customer is on hold. This data can provide the means to determine what it is they need to do to attract and retain customers.
SMBs can expect a greater return on investment (ROI) when they invest in a VoIP/CRM system. It allows companies to better serve their customers’ needs, which in turn increases customer satisfaction and will garner a greater ROI. Additionally, when customers call long-distance, with a VoIP platform, you no longer incur those hefty long-distance charges of the past.
Improve Bottom Lines
When customer relationships are improved and operating costs are reduced, companies can reduce their margins and bring more to their bottom lines. The integration of VoIP into CRM systems can become an important part of how companies formulate and stick to their budgets, no matter how small. This is primarily due to the fact they are re-purposing existing digital infrastructure, not installing a whole new system.
Vtiger’s CRM-VoIP Integration with Telzio
Founded in 2004, with offices in San Francisco, California and Bangalore, India, Vtiger is a CRM software company that helps SMBs build long-term engagement with their customers.
In 2010, the company launched Vtiger CRM On Demand, a cloud-based software application for companies, at a price range suitable for their budgets.
Complementing the development of their On Demand solutions, the following year they delivered CRM apps for iPhone, iPad, and Android. These are available for free at both the Apple App Store and Android Marketplace, and enable your clients to stay connected to their customers, coworkers, and critical business information, internally at your offices, or on-the-go through the use of our mobile devices.
This year Vtiger built an integration with Telzio. As a telephony provider, Telzio’s cloud-based service with its IVR management tool and its simple UI for streamlined call flow, the symbiotic relationship between the two companies is an ideal fit for SMBs that want and need a CRM platform curtailed to their needs.
VoIP based PBX systems (sometimes referred to as IP-PBX or IPBX) route calls to IP end points such as computers or smart phones, versus traditional landlines or POT of the past.
A VoIP service such as Telzio eliminates the need for installing PBX hardware at the company’s site, allowing an SMB to operate similarly to a full-blown call center. This advanced technology is cost effective for smaller firms, which do not have technicians and administrators to maintain such hardware.
To install the Vtiger CRM solution and the Call Flow system, your company has to first sign up for an account with Telzio. Monthly plans are flexible and include Vtiger’s integration — in addition to all of Telzio’s extensive menu of features — at no additional cost. With one phone number and unlimited extensions, you receive unlimited Call Flows and SIP accounts, plus free phone, chat and email support.
The step-by-step process for setting up the CRM-VoIP integration is detailed here, and this service is available in the Sales Professional, Support Professional, and the Ultimate Edition of Vtiger CRM.
Ron is a business and tech writer for Telzio's blog. Previously the Director of Advertising and Public Relations for Marriott International's Caribbean and Mexico division, Ron is the published author of Crude Behavior, Uncle Dubya's Jihad Jamboree and the award-winning graphic novel Facebucks.