SMBs turn to VoIP to boost CRM

SMBs that are unable to address CRM-related issues while using enterprise CRM solutions are turning to VoIP. Come to think of it, its all about reaching out to your customer and VoIP enables you to do that at a fraction of the cost as compared to other communication alternatives. A symbiosis between VoIP and CRM is in my opinion a natural progression of events.

VoIP allows SMBs to document interactions between a company and its clients. This is not possible with traditional telephony. The data gathered can be seen in conjunction with data on customer transactions and you will begin to get a clearer profile of your customer. IP telephony transfers voice in data packets, which makes it easier to integrate VoIP with other data driven systems. Another advantage with VoIP is that it can be hosted remotely and is easy to use by a mobile workforce.

A hosted CRM that makes use of VoIP would be an affordable alternative for SMBs and they can easily log customer interaction. The data can be made readily available to the staff in manner such that it is usable along the entire workflow chain. You only need to access the CRM system and ferret out details regarding a customer’s dealings over a period of time. The information gathered will also doubtlessly throw light on the areas of improvement in customer interaction. The front end and the backend both stand to benefit from the data that will be made available.

Read more about how the CRM players are approaching this exciting addition to managing customer relations.