If CRM, Customer Relationship Management software, have contributed their stone to the construction of these vital interactions for the company, the innovations of Kavkom IP telephony have brought a breath of fresh air, via the telephony coupling and CRM, and enabled companies to take a decisive step forward in terms of effectiveness and performance in terms of Lead Management. Explanations.
VoiP telephony, the power of digital
The advent of IP telephony has opened up a field of infinite possibilities compared to traditional PSTN telephony. In addition to the lightness and simplicity of installation – a simple broadband Internet connection is sufficient to access the system – the transformation of analog calls into digital data has opened the door to the intervention of IT, via the development of processing, analysis and follow-up of calls.
Once the telephony system was dematerialized in a cloud, all that remained was to connect it to Customer Relationship Management software to boost the commercial relationship. Mission accomplished by Kavkom with the development of a Hybrid CRM linked to the company Telephony System.
The Kavkom Hybrid CRM, the customer asset
The Kavkom CRM (Customer Relationship Management), simple and intuitive software, facilitates the management of leads and the organization of customer relations thanks to a range of relevant hybrid functionalities.
Coupled with the company telephone system , the Kavkom CRM proves to be formidable. As soon as the marketing campaign is launched, the prospect enters a conversion tunnel, and is accompanied every step of the way by qualified agents. From the commercial service to the after-sales service, it is supported efficiently thanks to the tool kit made available. Files benefit from personalized treatment, on time, without any blunders. Customer satisfaction suffers and the company’s results soar. Here’s how.
1. Quick lead flow qualification
The first benefit for sales agents is the express qualification of new leads. Supported by the hybrid functionalities of Kavkom CRM, they process calls and new requests at the speed of sound. Automatic customer file feedback on incoming calls gives them access, via the online interface, to all prospect data in real time. Qualifying the file during the call by filling in the appropriate fields enables them to determine the commercial interest of the request in an instant.
This information recorded by the first agent will be listed in the prospect’s interaction history with the company. History that future agents will have the opportunity to consult instantly, accelerating the processing of requests and the quality of commercial follow-up through judicious personalized responses.
2. Smart Incoming Call Management
Thanks to the coupling of telephony and CRM, the establishment of a Lead Management process – management of incoming requests – by the company’s sales departments is child’s play. The hybrid functionalities of the Kavkom CRM coupled with the phone system offer intelligent assistance to salespeople and save them precious minutes in managing incoming calls and customer follow-up.
Incoming calls are routed by the IPBX professional switchboard to the right departments , and the management of double calls, call transfers, absences and connections to answering machines is as smooth as data transfer over an IP line.
At the point of contact, the agents, connected to the prospect’s customer file :
– Consult the appropriate sales pitch, pre-selected according to the origin of the leads and draw out the right arguments.
– Qualify the lead by completing the predefined fields and indicators and complete the sheets with valuable information for all of the company’s departments.
– Schedule appointments and reminders in the CRM calendar with adjoining notifications
– Initiate prospect follow-up by sending SMS reminders and pre-configured 1-click summary e-mails via the customer file .
Prospects turn into customers with diabolical efficiency.
3. Extension of marketing potential: Coupling with predictive campaigns and call robots
Once the Lead Management process – ability to welcome prospects and qualification of the flow of requests – has been established, the company can add a new stage to its rocket. A stage of revolutionary technologies ensuring the supply of fuel: generation of leads – potential customers – in mass via outgoing call campaigns autonomous or assisted by predictive dialing software and call robots.
Setting up independent sales prospecting campaigns is done in one click.
The salesperson connects to the CRM, imports his list of prospects, and begins to contact them via the online Web Phone, free of any installation or configuration.
If the sales department needs support in clearing its prospect files, rest assured: the firepower of Predictive Dialer and Robots Dialer is at its disposal.
The predictive dialing software algorithm initiates calls automatically and, equipped with “Predictive Kavkom” technology, frees the agent from answering machine filtering, the obstacle of faxes, the deadlock of wrong numbers and the silence of unanswered numbers.
While the Robot Caller automatically broadcasts a pre-recorded voice message to millions of users.
A veritable “war machine” piloted from a single online interface, which, coupled with the CRM, ensures the new conquered market shares an irreproachable commercial follow-up.
