Our client is a leading medical insurance company serving individuals and businesses worldwide. With a commitment to excellence in customer service, they rely heavily on phone interactions for sales and support.
The client needed help in managing their sales and support call operations efficiently. Including:
We implemented a comprehensive solution leveraging Zoho CRM and integrating telephony capabilities to address these challenges. Key features included custom modules, workflow rules, telephony integration, email integration, and reports functionality.
The following solutions were deployed
The integration steps we took were
To integrate Zoho Voice with the client’s Zoho application, first locate Zoho Voice in the Telephony marketplace within Zoho CRM. Enable PhoneBridge integration for Zoho Voice. Log in to Zoho Voice and select the desired Zoho app on the Telephony setup page. Import their agents into Zoho Voice and configure calls for them. We're ready to start making and receiving calls directly from your Zoho applications using Zoho Voice as your telephony provider.
By integrating telephony with Zoho CRM, agents could make calls directly from the application, streamlining call logging and eliminating manual data entry. Results were:
Zoho CRM, Zoho Voice, Zoho MarketPlace
Reduction in Administrative Burden: Agents now spend 15% less time on manual data entry tasks.
Increased Efficiency: Sales managers report a 20% improvement in accessing and analyzing call data.
Enhanced Customer Satisfaction: Client satisfaction scores have increased by 18% since implementing the integrated call monitoring system.
By implementing an integrated solution within Zoho CRM, our client has successfully overcome challenges related to call quality monitoring and administrative burdens. The seamless integration of telephony and access controls has enhanced operational efficiency and significantly contributed to improving customer satisfaction.
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