Did you know that Salesforce has around 150,000 customers across the world? Salesforce is the world’s leading enterprise CRM platform. It offers a comprehensive suite of CRM software that allows businesses to manage their customer lifecycle all in one place.
While Salesforce is often known as a CRM software, it also has other business applications integrated into it. Some of them include sales, marketing, customer service and more. These business applications can get integrated to create seamless interactions between them.
For example, Salesforce can be integrated with your phone system so that salespeople can access call logs from inside Salesforce. With the integration, you will be able to have everything in one place so you won’t have to search for scattered information or perform any additional actions off-platform.
We’re going to talk about some of the benefits that you get from a salesforce phone integration to increase efficiency and streamline processes. We will also explain how an integration is implemented and why an upgrade should be at the top of your to-do list.
Table of Contents
How Does a Salesforce Phone Integration Work?
Let’s say that a new customer has contacted you through your sales team’s extension. The team members can then review the call logs in Salesforce so they can find details about the caller. Once the team member has all the information they need, they can create an entry in Salesforce.
Then, they can connect the call to the customer and add notes about the conversation. With the integration of Salesforce with your phone system, you can automate a lot of these processes. You can also see where calls are coming from and connect calls directly to customers so your team members don’t have to use manual methods to add contacts or make calls off of the platform.
The telephony system in Salesforce when accessed to perform an integration, will link different computer systems. Other telephone systems can also be connected to this as long as they are of a newer model or system.
Considering how it works, you have a couple of options. You can integrate a phone within your Salesforce platform by either using the “dialer for essentials option”, or the “sales dialer”, or you could utilize a third party to link the systems.
How Exactly Do You Integrate a Phone Within Salesforce
An integration is when you merge sets of data along with the functionality of Salesforce with other applications to combine everything into one central product. In short, it’s a hub of resources and tools that will allow you to work within any workflow or complete any task without having to go outside of the platform.
To actually integrate calls within the system you only have to click the number that you saved within your account for the platform. With this, teams will be able to make calls across a panel of different devices. The point of the system is to condense if not eliminate the need to go off of the platform or to an external source.
How an Integrated Phone System Can Benefit Your Workflow
With the integration of your phone system with Salesforce, you can perform a lot of tasks automatically. This includes collecting data, creating custom fields, and generating reports among other things.
Integrations within Salesforce allow you to streamline the way you can reach and organize customers. It also enhances collaboration while making workflows more simple for employees to easily follow and execute.
The idea is that you can do everything from within one tool. How the platform allows you to make decisions based on compiled data, the same happens when using a phone within the system. Now you can assess all of the metrics associated with call volume and how your team handles communications.
This could play a part in how you create training opportunities and even how you can approach figuring out what you could be doing different within your current operations.
An integrated phone system can offer many benefits to your Salesforce workflow. Here are some of the key benefits you can expect:
Automated Call Logging
One of the main benefits of integrating your phone system with Salesforce is called automated call logging. With an integration, all calls made through the phone system will be logged automatically in Salesforce.
Automated logging means you won’t have to manually log calls or enter data into Salesforce. The integration will do it for you so you can focus on other tasks.
Another benefit of integrating your phone system with Salesforce is that you will be able to track KPIs. With the integration, you will be able to see how many calls were made, how long each call lasted, and other important data. This data can be used to track the performance of your sales team and make necessary changes to improve results.
Salesforce Call Routing
One of the most useful features of an integrated phone system is Salesforce call routing. With this feature, you will be able to route calls to specific salespeople based on certain criteria.
For example, you can route calls to the salesperson who is closest to the customer’s location or who has the most experience with the customer’s account. This ensures that calls get routed to the most qualified person which can lead to higher close rates and an increased opportunity for better customer satisfaction.
Click to Call Capability
Using click to call options will allow you to make outbound phone calls right from the platform. This works on any device such as a mobile or even a desk phone. You could also use it right from your desktop. The numbers you want to dial are automatically pulled up so you wouldn’t have to recall or search for it.
This saves a lot of time, allowing you to make more calls in a day. The same goes for power dial options which lets managers create dial lists. These lists will often have your leads and contacts within it. You can also assign these leads to team members.
Incoming calls can show up on the screen as a pop-up. This allows you to see the caller’s information such as name, number, and address or anything they provided.
You can also see the account history and any notes made about the customer. This information can help you prepare for the call so that you can provide the best possible service.
Productivity improvement is another benefit. With an integrated phone system, you will be able to work more efficiently and close more sales.
The automated call logging and data tracking features will save you time so that you can focus on other tasks. You also won’t have to waste time clicking through different screens.
And the Salesforce call routing feature will ensure that calls get routed in certain ways. This can lead to higher close rates as well.
The Top Reasons for a Salesforce Phone Integration
There are various reasons that a salesforce phone integration could benefit your business. Not only will you be able to automate workflows, but you will also be able to work with more of a modern infrastructure that allows for seamless management of multiple tasks.
What the program does is combine systems to enhance other processes while combining them. This can open doors for businesses in terms of the potential of saving time and saving money. Let’s take a look at some of the top reasons you should coordinate a salesforce phone integration.
Smarter Decision Making
Salesforce provides account holders with deep insights into their customer data and engagement data. This would allow you to generate a series of reports or develop a plan based on the recorded information This is a safety feature in a way that it gives you usable data, in real-time compiling it in the way you want to view it.
Phone systems are usually expensive pieces of equipment. You can save a lot of money by integrating it with Salesforce.
Additionally, you could restructure the way that calls are taken. Not only that, you can create a phone right from within the platform using CloudTalk which is the phone feature that’s built within the platform.
Easier Communication and Innovative Collaboration
All of your team members can be connected within the software. This saves them a lot of time since they won’t have to travel off of the platform to do other tasks.
This is also a great time-saver in an office environment. The communication within the platform allows you to give customers more personalized experiences as well.
With the integration, you will be able to see a lot of information about the customers. The platform can help you track the customers’ progress and give you a better idea of how much time and money you need to spend on marketing.
Higher Sales Opportunities
Since you can see what products customers are interested in, you can give them a better deal or recommend a new product. This is something that can increase your sales.
Better Customer Support
The integrated phone system can help you track the number of calls that you get and the time that they take. This can help you prioritize calls if you need to.
How an Integrated Phone System Can Benefit Your Team More
The integrated phone system can help your team members communicate better. For example, they can track calls with ease to see who they are receiving calls from. They can also track what they do in a day since that information’s logged into Salesforce.
This way, you can get information about the customer and quickly resolve issues that arise. With the integrated phone system, you can streamline what your employees have to do. With access to multiple useful tools, sales managers will have the benefit of using omnichannel features and being able to sync information from past systems to use in conjunction with the phone features.
Employees could also assist customers through chat. All of this can be especially helpful for team members who have responsibilities that span multiple departments.
Other Popular Applications You Can Integrate
To accompany your integration you can also benefit from integrating other applications. Integrating the right types of apps for your operations will allow you to get the most out of the platform. Certain integrations could allow you to automate sales as well as source leads without the hassle of multiple off-platform applications.
A few examples of other apps that you can integrate are:
- Mailchimp or Outlook
- Active Campaign
There are over 2500 apps available for integration with Salesforce. The good thing about this is that you can customize your suite of apps to match your workflow. Along with integrating your phone system with Salesforce, you have the potential to create an internal use of different tools that will keep your employees within the platform regardless of their job’s functions.
What It Comes Down To
Having a phone system integrated with Salesforce can help you increase productivity and become more efficient. You can automate processes, track and generate incoming and outgoing data, and design marketing plans based on customer interaction. Salesforce phone integration can save time and money and allow for better progress tracking. Fast Call helps with that.
With this type of integration, you can create a seamless customer experience that delivers better results specifically based on the numbers that your customers are giving your business in real-time. Contact us today to see what services we offer.
- What Are the Benefits of Salesforce SMS Integration? - October 26, 2022
- Salesforce Call Routing: Everything You Need To Know - October 11, 2022
- Your Guide to Salesforce SMS Integration - September 16, 2022