CRM Integration In UC: Furthering Overall Business Efficiency

Written By Bicom Systems Team

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With a growing focus on improving the customer experience, communications businesses need a way to manage and parse all of their customer data.

This is the role of a CRM (Customer Relationship Management) system, to aggregate every customer interaction and generate customer profiles for what the average customer is interested in, giving much needed direction for businesses to develop toward.

Not only that, but it also ends up being a massive source of cost savings for the telecom companies that use them and it helps streamline communications between both employee and customer, allowing for a more efficient and less stressful work environment.

Given its importance, it is no surprise that, when choosing a UC solution, businesses will gravitate toward ones that support their CRM systems.

Thus, products that support a large number of CRM systems usually get the most attention and being the one who can offer this to businesses can put you in an extremely advantageous situation.

Let us delve further into this to understand the importance of having a product that offers this kind of CRM flexibility to your customers.

benefits of a CRM system

The main draw of a CRM system is the way it gathers data. What used to be a tedious manual job where individuals would have to input themselves has been made easier through automatization, something that, given the massive amounts of information that was pouring in, was becoming nigh-impossible to manage manually.

A CRM system pools all the data up and condenses them into digestible bits of core information, usually represented by customer profiles.

This method of aggregating information makes it easier for employees to communicate with the customer by making the relevant information easier to grab as it will now also be properly organized and fetchable at a moment’s notice, streamlining customer interaction as well as reducing delays and overall customer handling time, ultimately improving the customer experience and the customer’s journey as a whole.

The customer’s journey is what helps drive modern telecom companies toward healthy growth and CRMs help enable that by showing them exactly what the average customer wants from them as previously stated.

By improving the customer interaction process through automatization which translates to shorter customer handling times, employees will feel less stressed and are likely to operate with greater efficiency, resulting in a more natural exchange between employee and customer, boosting both employee and customer satisfaction at the same time.

The information gathered by the CRM is never static as the system constantly works on updating existing information with new input generated from every new customer interaction, paving a clearer path for businesses to follow and adapt towards, removing a level of uncertainty that would otherwise be present with a lack of information.

Normally, businesses employ dozens of apps to perform highly specific tasks. CRMs help centralize that and eliminate the need for this dizzying number of tools without compromising on the end result, improving overall business infrastructure and removing the hassle of making employees acquaint themselves with such a staggering amount of tools by keeping everything in one place.

With improvements in data collection and categorization by automating parts of the process, as well as the reduced handling time and improved user experience, CRMs end up saving businesses a lot of money in the long run, making it quite clear why having one is such a big trend nowadays and why the UC solution you offer them should offer seamless integration with their services as they are unlikely to be willing to change their existing infrastructure if it does not.

Considering all the previously listed benefits that come with a CRM system, from more efficient employees, a better data categorization and fetching system, a clearer direction for strategic development and more, it should come as no surprise that it will result in healthier growth for the company using it if utilized properly.

As things currently stand, it has become a necessity for companies delving into the telecom business and it is here to stay considering the results CRM users are showing are not insignificant.

With so many benefits presented by CRM systems, one would expect that every service provider’s UC solution offers seamless CRM integration with a majority of the most popular CRM systems, but that does not appear to be the case.

When you start seeking an SP to partner with, make sure that their product offers robust CRM integration capabilities as that is sure to greatly improve your chances of success in this saturated market.

Bicom Systems’ product suite offers you exactly that, a set of powerful tools that encompass the most important aspects of the telecommunications business which seamlessly integrate into most infrastructures of existing businesses, allowing them to operate without downtime.

If you would like to learn more about the Bicom platform and the other benefits that it carries alongside frictionless CRM integration, be sure to contact us or request a demo of our product to experience its full capabilities at work.