The modern business environment requires effective and efficient communication to keep a good rapport with customers, associates and investors. When organizations have their customer relationship management or CRM in Salesforce, it becomes easier to improve communication and workflow as well as customer relations through the integration of telephony solutions. Salesforce telephony integration is a powerful tool, which integrates your telephony system into Salesforce; thus, customer communications are organized in a single hub.

That is why when you want better solutions for your sales calls, customer support, or better still, getting improved visibility of your communication data, then phone integration with your Salesforce is the answer. It has been identified that the most outstanding solution in this regard is the 360 SMS App that merges the function of salesforce and telephony all under one roof.

Why Salesforce Telephony Integration Should Matter

Having telephony integration is crucial in the current business environment, not a luxury but a necessity for any Salesforce. As more companies convert to real-time communication, clients’ communication is better handled and companies’ communications are cohesive in departments. Here's why Salesforce telephony integration is so valuable:

Streamlined Communication: This is done through implementing telephony solutions that connect with Salesforce to provide an easy way to treat all the customers’ communications, phone calls, text messages, or emails. This helps avoid scenarios where more than one system is used to communicate with customers and ensures all the communication is recorded in the Salesforce platform.

Enhanced Customer Insights: Every call made or received daily can easily be logged into the Salesforce application along with customer information. This is useful for agents and sales reps. It allows them to view the entire communication history with their customers thereby affording more context to every exchange.

Increased Productivity: Such options as, for instance, call logging, click-to-dial, and real-time notifications meant to take much time during work with customers will help employees devote time to the main value – a customer.

Scalability and Flexibility: Applications such as the 360 SMS App enable the integration of phones with Salesforce, thus making it easier for businesses to extend their communication efforts as demand requires without having to worry about the number of users or touchpoints.

Following are the main five benefits of integrating a phone into Salesforce:

1. Centralized Communication Management

Salesforce phone integration is the unification of all the communication activities into the Salesforce CRM system. Incorporated effectively, your phone system augments your current work model or process, through the efficient flow of communication data. In this way, there is no interaction with the customers left unaddressed and agents have immediate visibility of the relevant data needed for decision-making.

With solutions like the 360 SMS App, all the activities related to the specific call are recorded and tracked in the Salesforce environment and have a history of all the interactions held with a customer. This assists sales and support people to have an omnibus view of their customers and potential leads.

Enhanced Customer Insights: In addition, each call made or received has the potential to be logged in Salesforce together with other details about the customer. This also helps agents and sales representatives keep tabs on the history of communication, which will give them more context as to each customer’s interaction with the organization.

Increased Productivity: Here features like call logging, click-to-dial and call alerting so employees can work more proficiently and add more value to the customers.

Scalability and Flexibility: Salesforce phone integration solutions as the 360 SMS App ensure that the communication process can be expanded and maintained at any given level of usage by different numbers of users and their counterparts within the customer base.

The following are the benefits of integrating a phone into Salesforce:

1. Centralized Communication Management

Salesforce phone integration calls all communication activities to the Salesforce CRM applications. As such, your phone system is smoothly incorporated into the current work processes to allow for efficient flow of the communication data. This makes it possible to omit no interaction with the customers while at the same time providing agents with real-time information to enable them to make proper decisions.

Systems such as the 360 SMS App also log any call-related activities and record it within Salesforce hence capturing all customer interactions. This Assistances the sales and support teams to have an all round view of the clients and the prospective buyers.

2. Boosted Sales Performance

More particularly, salespeople use the telephone as the most preferred communication tool in selling products and sustaining a business relationship with customers. Salesforce telephony integration makes this process easier by offering features such as: 

• Click-to-Dial: With the same button, sales representatives can directly access phone numbers in Salesforce, so that typing numbers is not required.
• Automatic Call Logging: All calls made are recorded in the Salesforce system together with details of the call and its results hence tracking of sales activities is proper.
• Real-Time Analytics: The integration with telephony tools enables the sales managers to work with real-time call traffic data, call duration and disposition for purposes of informed sales management decisions.

The 360 SMS App builds on this even further by integrating the use of SMS messaging in the Salesforce environment thereby offering a wider selection of ways to communicate with clients.

3. Improved Customer Support

Mega’s customer service squad for the most part find the use of Salesforce phone integration advantageous since it enables speedy and effective addressing of customer complaints. By having all the information of the customer within the Salesforce platform, the agents will speak to the customers with the necessary and most recent information. Key features that support this include:

Screen Pop-Ups: When a customer currently calls, his/her details appear on the screen of the agent, thereby, making it easier to address the particular customer.

Call Routing: Thus intelligent call routing enables the right customers to be channeled to the correct department as well as the right representative.

Post-Call Surveys: This station created templates where after the call customers are asked to complete survey feedback which is recorded in Salesforce.

Using the 360 SMS App, the customer support teams can also initiate communication with the customers and send them automated SMS reminders, updates and support messages using Salesforce.

How the 360 SMS App Increases Salesforce Telephony Integration.

The 360 SMS App is one of the best solutions for the implementation of telephony and sms in opportunity, lead, case, campaign, custom objects and more in Salesforce. Here’s how it improves the overall communication experience:

SMS and Phone Call Management: The 360 SMS App combines the functionality of phone calls and SMS into the Salesforce environment which allows the teams to track and address different types of communications. This integrated approach also makes sense in the sense that all customer contact from SMS to telephone calls are recorded.

Automation and Workflow Integration: It offers the functionality to send automated messages like follow-up on appointments, feedback messages or surveys through SMS thus making work efficient for businesses as well as engaging the customers. Together with phone interaction, it becomes even easier for organizations to enhance customer engagement through this sure way of communication.

Advanced Analytics: Using the 360 SMS App, business organizations can attain a comprehensive communication report including the number of calls made, the response received and other related SMS metrics. These reports play an important role in improving communication techniques in a bid to produce the necessary outcome.

Over time as business evolves and customer contact becomes a significant issue, Salesforce telephony integration has become vital for the productivity and efficiency of business when it comes to customer service and selling. Such solutions embrace the 360 SMS App in a way that provides extensive features that improve the operation of the phone and SMS within the Salesforce environment; thus, making it possible to handle all customer interactions.

Regardless of whether your goal is to enhance customer relations, increase the effectiveness of salespeople, or optimize communication flows, the decision to implement telephony into Salesforce is the correct one. Thus, the 360 SMS App is a highly effective software which allows a constant extension that is flexible and can fit the needs of your business. Looking forward to increasing communication efficiency with the help of telephony integration in Salesforce? It will be pertinent to mention here that the 360 SMS App is the perfect mobile phone and SMS solution for the salesforce interface. Get in touch with us today to know how you could utilize our services to enhance your communications and achieve your business objectives!