Telephony and Salesforce go together like toast and Nutella. So if your reps are spending any substantial portion of their time on the phone, it only makes sense to integrate call data with Salesforce. Why? Because when telephony integrates with Salesforce the possibilities are virtually limitless.
Vital call data can be auto-logged in CRM, actionable prospect data can be served up to reps in context via CTI screen pops and marketing data that’s being stored in Salesforce can be leveraged to influence sales workflow.
So what’s the best way to join Salesforce and telephony in holy matrimony? From working at RingDNA, I’ve learned that there really isn’t one way to integrate Salesforce with business phones. Companies like to communicate in different ways. So as the French say, “vive la différence.”
To begin, think about which device or devices your sales team likes to use to make and take calls. To help you out, here are a few standard sales communications options that we offer here at RingDNA:
We have increased customer satisfaction significantly by providing several levels of telephony-related redundancy. The most popular is called RingDNA Anywhere, which integrates with any telephony system, including mobile phones, for both inbound and outbound calls.
With RingDNA Anywhere, reps can also get all the benefits of CRM-integrated telephony while making and taking calls on their mobile devices. Via CTI, reps can view contextual data about prospects on a computer monitor, while the phone call actually occurs on a mobile device. This option can add provide sales teams with additional flexibility.
Thanks to the power of VoIP technology and other browser-based communication platforms, many companies don’t want to use deskphones anymore. Softphones offer many advantages including lower cost of ownership and increased scalability over traditional business landlines. Getting reps up and running on our browser phone is as simple as installing an app. There are different options for how to use VoIP. Several of our customers are using WebRTC. We offer SIP (session initiated protocol) for companies with SIP-based phone systems.
Not all companies are ready to make the switch to softphones. However, many companies are looking for sales acceleration tools that can provide reps with game-changing data about prospects while integrating with existing deskphone solutions. Luckily, our CTI fully integrates with landlines. That way, when reps make and take calls on their desk phones, they can still log calls in CRM and benefit from contextual data about those prospects. If you’re going to hook up your deskphones to a CTI, reps will need a desktop or laptop computer in order to view the real-time prospect data. Some of our customers also use SIP trunks with desk phones, which act as virtual wires. This can reduce hardware cost and enable companies to purchase fewer actual phone lines.
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Jesse WestDirector of Lifecycle MarketingringDNA
Jesse Davis West is Director of Lifecycle Marketing at ringDNA, focusing on improving the experience and maximizing the lifetime value for customers across their entire journey. Drawing on 9 years of B2B marketing experience, Jesse is passionate about communication, branding and strategic marketing. He also plays a mean lead guitar and can throw down at karaoke.