Mini-CRM for a small business
Even small companies need to keep track of customer interactions. Excel is slowly becoming a thing of the past. There are many large, harsh, complex CRM-systems. And we wanted to make a simple notebook with tight integration with IP-telephony. And that's what we did. Meet
The evolution of customer service
The abbreviation CRM means Customer Relationship Management (Customer Relationship Management). CRM allows you to solve such tasks as maintaining the interaction history, identifying a customer by phone number, saving all the necessary data: addresses, phone numbers, contacts.
Beginning in 2013, gradually it became clear to us that users need to conduct their transactions somewhere (thanks, KO). Excel is no longer suitable. On the market, major players in cloud CRM solutions (bitrix24 and amocrm) have appeared. I remind you, we are the company iptelefon.su- communication provider: Virtual PBX Hive and IP-SIM, developer of its IP PBX Zeon and integrator. We tried to keep up with new trends and integrated with many popular CRM systems - bitrix24, amocrm, retailcrm, klientiks, yclients, moysklad. And each of these systems has its own “features”. Someone does not support the function of a call-by-click (yes there are such). Someone poorly developed methods of managing a pop-up card (for example, it is not possible to add your own fields to the card). Some do not have a built-in player to play the recording of the conversation. None of the above systems can display the number to which the call was received. It is not possible for the operator to select the number from which he wants to call (if the company has several numbers). And this is not the whole list of restrictions. We just had to make our CRM.
When we interviewed our customers, we saw that a small set of functions was most often used in CRM. And it was their decision to translate them into a mini-CRM version for small businesses.
1. Customer Card
For each company, contact or transaction, a card is entered. We have it as follows:
Company card (left)
Everything is simple and concise - the entity card is on the left, the events tape is on the right. In the event feed, calls, files and manager comments are displayed.
2. Pop-up card
When a call comes in, a pop-up card is displayed. The manager sees who is calling you and to which number the call came in (you can make any signature on the number. For example, an advertisement from Avito).
Pop-up card
3. Number information
If you work with regions, information about the number will be useful. You can get information about the region and the provider where the number is registered.
Information about the number
4. Integration with maps A
useful feature is the integration with Yandex.Maps. If you can immediately see in the client's card where his office is located on the city map, this often simplifies communication and allows you not to ask too many questions, for example, if it is a question of delivery.
5. Tape of events
Tape of events stores information about the transaction, about all calls, all comments. Ribbon is a story of customer interaction. If the call is missed, you can call the customer directly from the Tape.
Information about a missed call in the Ribbon
When the manager calls back, a new outgoing call event will appear. You can listen to the recording.
Outgoing call
6. Calling
CRM at any time allows you to view calls made and answered for each transaction. You can quickly find out what your employees have talked with the client about and quickly get on the transaction course.
7. Number selection
If a company uses several numbers, the manager has the opportunity to choose them.
Choose the number from which you want to call
8. Custom fields You
can add custom fields for each entity. For example, you can add an instant messenger used by the Client.
Custom fields
9. Call by click
To make it easier to use, we have provided the ability to call by click from any part of mini-CRM. By clicking on any number you make a call.
Call on click
10. Cancel the call
If you change your mind to talk, you can cancel the call before the connection is established. As they say, a trifle, but nice.
For an outgoing call, the call can be canceled.
In the near future we will finish the “Sales Funnel” and will do the “Tasks”. Our solution is traditionally supplied in the form of a “Cloud Solution” and in the form of a “Box”. We invite to cooperate integrators. All information can be obtained on our website www.iptelefon.su
For reference
The abbreviation CRM means Customer Relationship Management (Customer Relationship Management). CRM allows you to solve such tasks as maintaining the interaction history, identifying a customer by phone number, saving all the necessary data: addresses, phone numbers, contacts.
How we got to our CRM
Beginning in 2013, gradually it became clear to us that users need to conduct their transactions somewhere (thanks, KO). Excel is no longer suitable. On the market, major players in cloud CRM solutions (bitrix24 and amocrm) have appeared. I remind you, we are the company iptelefon.su- communication provider: Virtual PBX Hive and IP-SIM, developer of its IP PBX Zeon and integrator. We tried to keep up with new trends and integrated with many popular CRM systems - bitrix24, amocrm, retailcrm, klientiks, yclients, moysklad. And each of these systems has its own “features”. Someone does not support the function of a call-by-click (yes there are such). Someone poorly developed methods of managing a pop-up card (for example, it is not possible to add your own fields to the card). Some do not have a built-in player to play the recording of the conversation. None of the above systems can display the number to which the call was received. It is not possible for the operator to select the number from which he wants to call (if the company has several numbers). And this is not the whole list of restrictions. We just had to make our CRM.
CRM features
When we interviewed our customers, we saw that a small set of functions was most often used in CRM. And it was their decision to translate them into a mini-CRM version for small businesses.
1. Customer Card
For each company, contact or transaction, a card is entered. We have it as follows:
Everything is simple and concise - the entity card is on the left, the events tape is on the right. In the event feed, calls, files and manager comments are displayed.
2. Pop-up card
When a call comes in, a pop-up card is displayed. The manager sees who is calling you and to which number the call came in (you can make any signature on the number. For example, an advertisement from Avito).
3. Number information
If you work with regions, information about the number will be useful. You can get information about the region and the provider where the number is registered.
4. Integration with maps A
useful feature is the integration with Yandex.Maps. If you can immediately see in the client's card where his office is located on the city map, this often simplifies communication and allows you not to ask too many questions, for example, if it is a question of delivery.
5. Tape of events
Tape of events stores information about the transaction, about all calls, all comments. Ribbon is a story of customer interaction. If the call is missed, you can call the customer directly from the Tape.
When the manager calls back, a new outgoing call event will appear. You can listen to the recording.
6. Calling
CRM at any time allows you to view calls made and answered for each transaction. You can quickly find out what your employees have talked with the client about and quickly get on the transaction course.
7. Number selection
If a company uses several numbers, the manager has the opportunity to choose them.
8. Custom fields You
can add custom fields for each entity. For example, you can add an instant messenger used by the Client.
9. Call by click
To make it easier to use, we have provided the ability to call by click from any part of mini-CRM. By clicking on any number you make a call.
10. Cancel the call
If you change your mind to talk, you can cancel the call before the connection is established. As they say, a trifle, but nice.
In custody
In the near future we will finish the “Sales Funnel” and will do the “Tasks”. Our solution is traditionally supplied in the form of a “Cloud Solution” and in the form of a “Box”. We invite to cooperate integrators. All information can be obtained on our website www.iptelefon.su