Hello, they called me from this number

Today we want to tell you about another interesting opportunity that opens up for the user the integration of a virtual PBX and a CRM system, as well as using flexible addressing settings.

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Last time, we already talked about the correct identification of the subscriber’s number so that both the manager and the customer could call each other back through the virtual PBX, but today we will talk about a slightly different story - when the number is known, but it is not clear to whom to call.

It all started with one of our customers, which provides services in the field of beauty and health. The fairly large salon has a pool of regular customers, and also periodically launches “bring a friend” programs, and also advertises itself on the Internet and with the help of regular announcements. At the same time, several administrators are sitting “on the phone” at once, who, in a certain proportion (which no one knows - depending on working hours), share the tasks of outgoing calls between themselves.

The task this customer came to us with turned out to be the following: the efficiency of the administrators decreased because when they called back from customers or potential visitors to the salon, they fell into a random manager, which resulted in the following conversation:

- Hello, did you call me?
- Hello, I do not know. What is your name?
- Mikhail Mikhailovich Kruzenshtern.
- Sorry, I didn’t call you, but maybe it was a different administrator ...
- (client hangs up) The

expected low conversion of such conversations led the company to think about changing the practice of processing incoming calls, and this turned out to be quite possible in our PBX Hive.

The idea is this: when an employee makes a call to a specific number, this subscriber is fixed for him. For example, manager No. 1 called Mikhail Mikhailovich, and manager No. 2 called Peter Petrovich to invite both to Thai massage - after all, they were recommended to him by Inga Prokofievna, who was already undergoing procedures in the salon (and you can understand it, she will receive bonuses for both if they will come). But neither Mikhail Mikhailovich nor Petr Petrovich answered the phone, because in the meantime they both were drinking beer in the bathhouse. But as normal people, they see a missed call from an unfamiliar phone number and call back to it.

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Thanks to our routing scheme, which was formed automatically at the time the managers made the calls, Mikhail Mikhailovich immediately calls manager No. 1, and Petr Petrovich calls manager No. 2, that is, precisely those who called them. Moreover, we can indicate in the routing rules the time of availability of each of the managers, so that the call was transferred directly only to the working hours of each employee. If the call doesn’t come in its place, you can send it to the voice menu, to another employee, manager on your mobile or manager - it all depends on the situation and company policy. But the main thing is that these parameters are configured in Hive without unnecessary difficulties.

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We connect CRM


The next stage of the project that we went through with our client is the integration of the created routing scheme with the CRM system. If you regularly read our blog, you know about the integration of Hive with amoCRM. This open platform is simply connected to our virtual PBX and can work both in the web interface and on a mobile device - that is, it is accessible to everyone and on any platform.

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The essence of integration is that before the manager’s call the customer’s card is filled in amoCRM. If this is an existing client, the card should already be, and if the recommendation is filled out by the manager according to the results of processing the questionnaire. Further, manager No. 1 makes a call, Mikhail Mikhailovich does not pick up the phone. But when he calls back, the call is transferred to manager No. 1, and on the screen of his computer (or tablet or smartphone), a client card appears.

What does it give? The manager immediately knows who is calling him. And since we address each employee only those clients with whom he has already worked, a massage lover will hear a familiar voice in the handset and will communicate with the employee already known to him. As for new customers whom the company called for the first time, the manager can immediately start a conversation as follows:

- Hello, Mikhail Mikhailovich, we are very glad that you called us back!

The main thing is flexibility


The case study that we reviewed in this post is a good example of expanding front office flexibility with simple cloud solutions. Using simple automation schemes, companies can provide a truly personalized service, provide convenient tools for sales managers and track work with each contact and every potential client.

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By connecting IP-SIM to this scheme , you can connect to employees wherever they are at affordable rates, and using the advanced features of Caller ID , you can create the customer the feeling that the employee is calling him from their mobile phone or vice versa from a single multi-channel number. All this can be estimated at work by ordering a virtual PBX service atIPtelefon website. As for integration with amoCRM, our support team will help you configure it with all the nuances described above.

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