7 benefits of integrating your phone system with your CRM

Phone system CRM benefits

In today’s fast-paced and digitally driven world, more and more businesses are moving their phone systems to the cloud. The cloud offers you many advantages over traditional on-premises phone systems, including lower costs, greater flexibility, and easier scalability. It also continues to evolve and adds new cutting-edge features to meet the needs of its customers. CRM programs on the other hand are already a set standard for businesses of any size, trying to optimize their workflow. How do these two solutions interconnect and what benefits they can bring to your company?

At the same time, companies of any size are constantly searching for new ways to improve their communication and streamline sales. Implementing CRM software into your systems is the right step in that direction. It helps better track all interactions with customers, prospects, and partners. Also, it supports a customer-centric approach giving you full access to any information related to all clients from a single place.

But what if you could make your CRM even more powerful by integrating it with your cloud phone system? The ability to integrate with third-party apps is one of the top advantages of your cloud phone system. Once your CRM program and phone system are interconnected, you will possess a powerful solution that enhances your customers’ experience and drives your business growth.

Read on and learn the seven benefits of integrating your phone system with your CRM program.

Easier access to customer data and real-time calling data

customer data

When your CRM is integrated with your cloud phone system, you have easier access to all customer data. That means you can track all interactions with customers, whether they are through voice calls, emails, or social media channels. With this information at your fingertips, you can provide better customer service and make more informed decisions about how to serve your customers best.

Besides acquiring valuable insights on communication with customers and prospects, VoIP CRM integration allows you to track more data, which can speed up closing the deal/sale. With the help of your cloud PBX enhanced features like call history, you can gain useful information about your customers’ behavior when they are approached by sales representatives.

Real-time calling data is available to you and gives you an understanding of how leads materialize into opportunities and eventually sales. You can update any vital information in real-time into clients’ accounts which speeds up the processing of customers’ inquiries and minimizes the risk of misinformation among co-workers, who are in charge of the client, lead, prospect. When you gather the information of both these tools, you receive more quantifiable data, allowing you to enhance your customers’ experience.

Improved customer service

customer service

When you have a CRM system that is integrated with your cloud phone system, customer service improves in two ways: first, because it’s easier to access customer data, agents spend less time looking for information and more time on the phone with customers; second, because cloud PBX systems offer features like interactive voice response (IVR), which can route calls to the right agent and provide customers with options like menu-based choices and on-hold music.

With cloud phone systems, you also have the ability to set up queues that allow for better managing of customer service. Queues help to ensure that each customer is given the attention they deserve and that no call is ever unanswered. The combination of CRM and cloud phone systems gives you the ability to provide an excellent customer service experience, which in turn can lead to more sales and a better reputation for your company.

Increased efficiency and productivity


The main goal of connecting your CRM and your business phone system is to improve your efficiency. Merging communications and CRM tools means your employees will no longer need to switch between apps to call clients. Also, outbound calls can be optimized if you integrate your office phone system and customer relationship management CRM software. So instead of manually dialing customers’ phone numbers, you can activate the click-to-dial feature in your CRM interface. With its help, your call agents can reach your customers or prospects faster, and the misdialing is minimal as it is automated.

When your CRM system is integrated with your cloud phone system, the whole organization benefits from increased efficiency. That is because cloud PBX systems offer features that allow for the automation of tasks, like dialing and call routing, which means that employees are free to do other tasks that require their attention.

With cloud phone systems and CRM integration, you can improve how your team works together and ensure everyone has access to the information they need to provide an excellent customer service experience.

Improved management

When your cloud phone system is integrated with your CRM, you can manage customer interactions more effectively. The data collected by your CRM will be available in real-time on your cloud phone system, so you can easily see which customers you have spoken to, what they have said, and any follow-up actions that need to be taken.

Thanks to these valuable key metrics, you can understand how each sales or support representative handles his tasks – including parameters like the number of calls taken per day, the number of caller hang-ups, the average call time, and the average wait time. Once you evaluate your call statistics through CRM software, you can outline how to improve agents’ KPIs and how to increase teams’ productivity as a whole.

VoIP CRM integration is a great way for employees to understand their performance’s impact on team success. By giving managers and co-workers access to the same data, this software can enhance communication within an organization and help processes run more smoothly and transparently across different departments or locations.

Improved communication and team performance


Sales performance is one of the most important aspects of any business. When sales teams have access to accurate customer data, they can make more informed decisions about what products and services to offer customers and when and how to reach them.

CRM integrations allow cloud VoIP providers to connect your CRM account with your business phone system and exchange data between the two platforms. That gives sales teams real-time access to customer information such as contact details, account history, and notes about past interactions. It allows them to provide a better customer experience and close more sales. CRM integrations can also improve the efficiency of your sales process. Automated workflows can be set up to send automated trigger messages to customers based on their interactions with you. For example, if a customer has viewed a product on your website but has not made a purchase, you can automatically send them a message offering a discount.

Full-scale of calls’ and customers’ analytics

customer analytics

Data gathered via your CRM program is vital for your marketing team. With its help, you can analyze your clients’ behavior, create buyer personas and build marketing strategies. The insights you gain from CRM reports allow your marketing team to help your sales reps convert prospects into customers. Moreover, cloud PBX systems provide you with great opportunities for call center analytics. All the data on calls – duration, time of day, agent productivity, and more – is available to you in real time. That gives you a detailed understanding of how your call center is performing and what improvements can be made.

Integrating customer data into your business phone system gives marketers valuable options to test multiple marketing tactics. For example, you can track if adding a FAQ section on your website or writing blog posts on common issues can reduce the number of incoming calls on these topics.

Better visibility, more flexibility, and more sales

attract new clients

With a cloud phone system and CRM integration, all data is accessible in one place. You can see all customer interactions, past transactions in your CRM, and calls made and received on your cloud phone system. Details from conversations are added to CRM unique tickets. That gives you a complete view of each customer’s history with your business.

With all customer data available in one place, you can make better decisions about how to serve your customers. You can see what products or services they have purchased in the past, what interactions they have had with your business, and what complaints or compliments they have made. This information can help you make data-driven decisions to enhance your sales.

Even if the agent responsible for a customer is unavailable, any of his co-workers can see all information they need to deliver the same customer care and seamless customer experiences. That results in better client retention and drives more sales. Start working smart by integrating your cloud phone system with your CRM software!

In conclusion

When it comes to customer data, cloud phone systems and CRM integrations make it easier than ever for sales teams to access the valuable information they need to provide excellent customer service and close more sales. By having accurate customer data at their fingertips, sales teams can make more informed decisions about what products and services to offer customers, when and how to reach out to them, and how best to serve them.

CRM integrations also improve the efficiency of sales processes. Automated workflows enable your systems to send customers automated trigger messages – such as discount offers – based on their interactions with you. That allows sales reps to spend more time selling and less on administrative tasks.

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