CRM Integration
Improve productivity and transparency
Salesforce.com is the most popular Customer Relationship Management (CRM) system in the world. People rely on it because it gets results and puts the focus on sales and service, not administration.
We share this philosophy and have applied the same principals to the telephone system. Sales and service representatives live on the phone where conversations generate the information that drives revenue and customer loyalty. The repository and management instrument for that information is Salesforce.com. M5 Connect unifies the data and enhances the functionality of both applications.
- Click–to-Dial – Start a call from within Salesforce.com anytime a phone number is available. Click-to-dial saves 15-30 seconds and “fat finger” mistakes are eliminated. Less time dialing and means more time focused on core functions.
- Inbound Screen Pops – Inbound screen pops provide instant visibility of who is calling. Relevant contact information is displayed before the call is answered.
- Automatic Note Taking – Post a call note when you click–to-dial.
- Real Time Analytics – Measure representative and campaign success. Understand call quality, not just quantity.
The combination of data from Salesforce.com and the phone system gives management a never before available view of critical business metrics. Users can create dashboards to serve as an early indicator of sales, service or operational performance. “That which gets measured improves.”
Once the phone system and Salesforce.com are linked, recording the interaction in the system will be a natural part of making the call, rather than an afterthought. Adoption will increase enterprise wide.
Helpful Resources