CRM and telephony integration

The problem

When a call comes in, the person answering needs to know who is speaking and what is in progress. If the customer information sits in the CRM and the call sits in the telephone system, the time between answering and the useful information goes into searching: opening the record, checking the name, finding the case. The customer waits, and the person answering works from memory instead of from data.

The solution

I carried out integration projects between the telephone systems, the CRM and the information relating to the customer. The goal is a single one: faster access to data during communications. The call and the customer’s data are put in relation, so that whoever answers has the information they need at the moment they need it, without leaving the tool they work in. It is an integration described in one sentence and built with care, because it touches every call that enters the company.

Technologies

• Microsoft Dynamics 365
• Company telephone systems
• Integration between the two, over the information relating to the customer

The result

Access to customer data during a communication is faster: the information is in front of the person speaking, while they speak. In daily use it is one of the most concrete projects, because its effect shows on every call and asks nobody to change the way they work. What changes is the starting point of every conversation: not a search to be made, but the information relating to the customer already in view.