There
is synergy in integration and this applies to the IVR-CRM
combine.
Corporate sectors have more to gain when they use an IVR solution
with CRM at the backend rather than using them as unsynchronized
channels. This is what happens when you integrate IVR
solution with
existing CRM to create a fluidly powerful IVR CRM.
Leads
do not hang in mid air
Use
a stand alone IVR and you are likely to receive leads that are left
fluttering. Tie it to the CRM and the lead goes right into the data
base, visible to marketers or sales personnel who can follow up and
convert it into a customer whose journey continues with delight each
step of the way.
Customer
experience
When
an existing customer calls and is piped into the IVR he does not have
to identify himself. The CRM fetches his data and welcomes him.
Should an agent handle the call he has full access to customer
details and get down to the matter in hand for quick resolution. A
multinational company can have global operations with
country-specific IVR but all of the lines lead to a central CRM for
easy customer management and also for campaigns from time to time.
Campaign
management
Global
enterprises using IVR CRM may conduct campaigns from time to time
using the system and such campaigns may target existing customers
with offers or simple greetings. IVR automates call and when a CRM is
in the chain it fetches records and starts calls based on a set of
rules, connecting to a live agent when there is a response at the
other end. The campaign may target new customers. The CRM logs all
activity for review and analytics. That is one benefit and the side
benefit is that burden reduces on agents in the corporate
organization.
Analytics
Every
little bit of activity goes into the CRM through the IVR. How much
time is spent on each call and the outcome is something you can find
out with ease. A sale takes place somewhere and you have up to the
minute information at hand, even the logistic part. Analyze each
branch activity, generate graphs and have an eagle’s eye view of
all operations including orders, queries, total sales and leads.
Analyze employee performance, find gaps and improve performance with
your CRM IVR. Know about inventory and stock movements too and use
that knowledge to plan production as well as purchases.
Talk
of purchase, production and inventory and the CRM-IVR integration
could just as well become an extension of corporate activities in
this direction with a little imagination and customization of the
IVR. Vendors are drawn into the CRM loop and that makes the task of
managers in multinationals just that little bit easier.
Asterisk
Service integrates existing CRMs and powers up your communication to
help you accelerate your growth in competitive markets.
Source: https://ivrsystemdesign.wordpress.com/2019/09/30/how-crm-integrated-ivr-works-in-the-corporate-sector/
