CRM and Phoning: synergy to boost your sales operations
A CRM, or customer relationship management software, is an essential tool for any company seeking to manage and optimize its interactions with customers and prospects.
Key CRM functions include contact management, interaction tracking, real-time feedback and data analysis for improved decision-making.
Using a CRM, companies can centralize their customer data, facilitating telephone prospecting, appointment setting and sales follow-up.
Modern CRM software also offers advanced integrations with other communication channels, such as VoIP telephony and voicemail, for even smoother management of customer interactions.
Understanding CRM and Phoning
What is a CRM?
A CRM, or Customer Relationship Management software, is an essential tool for any company seeking to manage and optimize its interactions with customers and prospects.
Key CRM functions include contact management, interaction tracking, real-time feedback and data analysis for improved decision-making.
Using a CRM, companies can centralize their customer data, facilitating telephone prospecting, appointment setting and sales follow-up.
Modern CRM software, like Kavkom’s, also offers advanced integrations with other communication channels, such as VoIP telephony and voicemail, for even smoother management of customer interactions.
What is phoning?
Phoning, or teleprospecting, is a commercial prospecting technique that involves contacting customers or prospects by telephone to promote products or services, set up appointments or gather information.
In a commercial context, phoning enables you to conduct targeted, effective prospecting campaigns, using dedicated phoning software.
These tools, like Kavkom’s VoIP telephony software, enable automatic dialing, tracking of incoming and outgoing calls, and analysis of campaign performance. Using telemarketing software integrated with a CRM simplifies call management and improves sales team productivity.
The benefits of CRM and Phoning integration
Integrating CRM with phoning solutions offers many advantages. By combining these tools, companies can not only improve the efficiency of their operations, but also customer satisfaction.
For example, using a call center CRM, agents can access customer interaction history in real time, enabling more personalized and efficient call management.
Automatic dialing features, such as those offered by Predictive dialer, optimize conversation time and reduce waiting times. In addition, tools such as click-to-call simplify customer contact from the CRM or a web browser, making the communication process faster and more efficient.
Features that are transforming call centers
A CRM optimized for phoning offers a host of features to improve call management and sales team performance.
Here are the essential features to look for in a CRM for phoning.
Call recording
Call recording guarantees the quality and conformity of communications, while providing a valuable tool for training and performance evaluation.
- Recording incoming and outgoing calls
- Secure storage of recordings
- Easy access to recordings for playback and analysis
Supervision and double listening
Real-time supervision and double listening are powerful tools for improving agent performance.
- Live call supervision
- Dual listening for uninterrupted conversations
- Immediate feedback and live training
Click to Call
Click to Call functionality simplifies the contact process by enabling calls to be made directly from a CRM or web browser.
- One-click call launch from CRM
- Integration with web browsers and third-party applications
- Reduce dialing time and increase efficiency
Predictive Dialer and Robot Dialer
Predictive Dialer and Robot Dialer tools automate and optimize call campaigns, boosting the efficiency of sales teams.
- Predictive dialing to maximize talk time
- Robot Dialer to automate outgoing calls
- Reduce waiting times and increase contacts
Interactive Voice Response (IVR)
The Interactive Voice Server (IVS) automatically directs incoming calls to the right department or person, using an interactive voice menu.
- Interactive voice menu to direct calls
- Customize voice announcements
- Reduced waiting times for customers
Advanced Call Statistics
Advanced call statistics are essential for analyzing agent performance and optimizing call campaigns.
- KPI (Key Performance Indicators) tracking
- Detailed call analysis (duration, result, etc.)
- Performance reporting for informed decision-making
Kavkom Dashboard
The Kavkom dashboard is a centralized tool for monitoring telephone line activity in real time.
- Real-time view of telephone activity
- Agent performance monitoring
- Customize dashboards for different users
Integrations and APIs
Integrations and APIs enable Kavkom CRM to be connected to other business tools, making it easy to manage VoIP telephony in the usual work environment.
- Integration with third-party tools and in-house systems
- API for customizing and extending functionalities
- Increase productivity with centralized workflows
Customizable qualification tags
The use of qualification tags enables contacts to be personalized and segmented according to specific criteria, improving lead management.
- Creation of personalized tags for contact qualification
- Lead segmentation for targeted campaigns
- Track prospects’ progress throughout the sales cycle
These key features optimize call management and improve the performance of sales teams, making CRM phoning indispensable for any company seeking to maximize efficiency and customer satisfaction.
How do you choose the right CRM for phoning?
Selection criteria
When selecting a CRM for phoning, it’s crucial to consider several criteria to ensure that the chosen solution will meet your company’s specific needs. Here are the main criteria to consider:
- Ease of use: CRM must be intuitive and easy to use, so that agents can quickly familiarize themselves with its functionalities.
- Integration with other tools: Make sure that CRM can integrate with your existing tools, such as telemarketing software, voicemail and VoIP telephone systems.
- Customer support: Good customer support is essential for resolving problems quickly and ensuring optimum use of CRM.
- Features specific to phoning: Look for features such as automatic dialing, real-time call management and detailed reporting capabilities.
- Customization: CRM must allow you to personalize workflows with customizable fields and qualification tags to meet your company’s specific needs.
- Scalability: The solution must be able to grow with your business and handle increasing call and data volumes.
- Data security: Make sure your CRM offers robust security measures to protect your customers’ sensitive data.
Why use Kavkom as a CRM Phoning solution?
Integrating an effective phoning CRM is crucial to optimizing call management and customer relations. Kavkom stands out for its comprehensive, integrated offering, designed to meet the specific needs of modern businesses. Here’s why Kavkom is the ideal solution for your phoning CRM.
An all-in-one solution
Kavkom offers a CRM included in all its plans, simplifying the management of contacts, sales and customer follow-up. Designed specifically for companies without pre-existing CRM software, our solution centralizes and optimizes every stage of the customer relationship management process.
- Centralized customer data: All essential information is securely stored and accessible in a single location, facilitating decision-making and rapid data access.
- Lead management: Kavkom CRM enables you to capture, track and convert leads efficiently, with scoring and automated nurturing functionalities.
- Dynamic dashboard: An intuitive dashboard provides a clear, concise overview of customer interactions, facilitating rapid, informed decision-making.
Improved productivity and efficiency
With tools such as Click to Call, Predictive Calling and Robot Dialer, Kavkom boosts the productivity of sales teams.
- Click to Call: launch calls directly from CRM or a web browser with a single click, reducing dialing time and increasing efficiency.
- Call predictive and Robot Dialer: Call automation to optimize phoning campaigns, maximizing conversation time and reducing waiting time.
- Call recording: Guarantees the quality and conformity of communications, while providing a valuable tool for training and performance evaluation.
Real-time supervision and training
Kavkom provides real-time supervision and dual monitoring, powerful tools for improving agent performance.
- Call supervision: Monitor calls live to provide immediate feedback and adjust strategies in real time.
- Double listening and whispering Discreetly listen in on conversations and guide agents without the customer noticing.
Outstanding customer support
Kavkom is renowned for its world-class customer support, guaranteeing fast, efficient assistance.
- Responsive customer support: available to resolve problems quickly and ensure optimum use of CRM.
- Skill-based routing: Direct calls to the most qualified agents to ensure optimum customer satisfaction.
Robust integrations and APIs
Kavkom CRM integrates easily with your existing tools, increasing productivity and simplifying communication processes.
- Integration with third-party tools: Connect CRM to your internal systems to centralize workflows.
- Customizable APIs: adapt CRM functionalities to your company’s specific needs.
With Kavkom, every telephone interaction becomes an opportunity to maximize customer satisfaction and improve sales performance.
Take advantage of our free trial to discover how our solution can transform your call and customer relationship management. Schedule a demo today to explore the advanced features of our phoning CRM.
