How CRM Integrated IVR Works in the Corporate Sector

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/