CRM with
telephone connection (CTI)

That's why you should definitely use CTI

CRM with telephone connection or with CTI (short for computer telephony integration), means the connection of your telephone system to your CRM software. This integration pays off in all business areas, as it not only saves the time of your employees, but also enables more effective support and higher customer satisfaction.

We will now explain to you exactly how this works.

With the call all the info on the screen

Do you know that? The phone rings, you don’t know the phone number. The voice on the phone mumbles a name unclearly and until you really know what it is all about, a few minutes past by.

However, the calling customer already feels insignificant and it will take you some effort to give the conversation a positive mood again.

CRM with telephone connection (CTI) increases customer satisfaction

This is one of the reasons why you should use CTI with your CRM system: Because by linking the phone and CRM, you can immediately recognize who is calling – if the contact is stored in the CRM. With one click, the call is accepted and you get directly into the respective customer file.

With our GEDYS IntraWare CRM, for example, you have the option to predefine up to six actions individually. These actions, such as opening the customer file, call history, or pending service tickets, are then performed automatically when the call is received.

Otherwise, you have to look for and call up all this painstakingly, while the customer is already expressing his request. A concentrated, courteous conversation becomes a small challenge.

With a CRM with telephone connection, you welcome your customers directly in person by name, can listen to their concerns in peace, make references to your common history or to current developments in the customer company and react directly informed. This makes your customer feel important and well looked after.

Phone number juggling adé

NOT only is CTI worthwhile for answering calls, but also the customer call you started benefits. For one thing, you no longer have to type phone numbers into the keyboard. Click on the phone number link once and the call will be started. Multiple choices or the search for the right area code are finally history.

Create new contacts easily

If a call comes in with a number unknown to you, you can place the new contact or contact person in CRM directly via the CTI and assign it to an existing company contact if necessary.

title image to "In-15-Stages-to-CRM" on tablet, GEDYS intraWare

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Sustainable documentation

Thanks to CRM with telephone connection

Central and transparent documentation of telephone conversations is of great importance for the continuous information of all employees and optimal customer service. When using CRM with telephone connection (CTI), you can easily create call notes in your CRM software even during the telephone call.

Finally, it can be extremely exciting to professionally evaluate your calls and their effects. How often did you have telephone contact with customers? Were the calls incoming or outgoing? What was discussed in which phases of the Customer Journey*? And above all: Can you see any effects on customer turnover?

Optimize phone calls

Thanks to analysis

Last but not least, it can be extremely exciting to professionally evaluate your calls and their effects. How often have you had telephone contact with customers? Were the calls incoming or outgoing? What was discussed in which phases of the Customer Journey*? And above all: Can you see any effects on customer turnover?

*Customer Journey Monitoring is also important here (Video in german language).

The conclusion: Investing in a CRM with telephone connection (CTI) pays off

If your employees call a lot, it is worth it for you and your customers to integrate your telephone system in CRM with absolute security. You save time on routine tasks distracting from the phone call, ensure centraland transparent documentation as well as more effective support for your customers.

Bet that your customers will be happier?