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Delivering Value with Custom CRM Integration
CRM Integration Custom
July 18, 2024
In today’s evolving landscape of technology and customer service, connecting customer relationship management (CRM) systems with telephony platforms is seen as critical. With thousands of CRMs like HubSpot, Salesforce, Zendesk and others catering to diverse verticals, use-cases, and business sizes worldwide, businesses increasingly rely on integration with telephony to enhance customer experiences. For service providers offering personalized CRM integration as part of their Business Communications portfolio, it goes beyond keeping up with industry trends—it’s about delivering value to both the Provider and their customers.
What is Custom CRM Integration?
Custom CRM integration involves tailoring the CRM system to integrate with the company’s existing telephony platform. This customization ensures that data from phone interactions automatically syncs with the CRM system providing an overview of customer interactions across all communication channels. By integrating these systems, service agents can provide efficient customer support by accessing real time customer data during calls, enabling a highly personalized customer experience.
Addressing the Challenges of Custom CRM Integration
The challenge of not supporting custom CRM integration goes beyond inefficiencies, it also poses significant business risks. Service providers may struggle to respond to Requests For Proposal (RFPs) that require CRM integration, resulting in missed opportunities and potential revenue losses.
The lack of this capability limits their ability to stay competitive and differentiate themselves, often leading to missed opportunities. Additionally, the labour-intensive process of responding to every RFP that asks for CRM integration can strain resources, especially considering the slim chance of winning every bid. Providers must efficiently prioritize these opportunities to avoid high upfront development costs. Additionally, once a contract is secured, they must quickly carry out the integration process to meet client expectations and contract SLA’s.
Advantages of offering Custom CRM Integration
Offering customized CRM integration enables Service Providers to deliver tailored solutions that cater specifically to individual, complex customer requirements, demonstrating both flexibility and innovation. It also allows Service Providers to set premium pricing that helps maximize profitability and revenue potential. Additionally, custom CRM integrations attract a wider customer base, including markets and businesses with unique operational needs, thereby expanding market reach and opportunities to acquire new customers.
Custom integration sets service providers apart from competitors by establishing them as industry leaders. This differentiation is crucial, as businesses are increasingly seeking providers who can deliver solutions that enhance efficiency and elevate customer experience. This capability also helps strengthen existing customer relationships. Customers are more inclined to stay loyal to providers that consistently meet and exceed their evolving needs, thus decreasing churn and fostering long term stability.
Simplify the Process with Akixi’s CX Integration (CXI) Custom Offering
Akixi’s innovative CX Integration Custom service simplifies the procedure of requesting and implementing CRM integrations. This service simplifies the journey from initial inquiry to development and deployment, ensuring customized solutions can be delivered in weeks rather than months, enabling Service Providers to respond to RFPs with confidence and efficiency. By offering a flexible monthly payment plan, scalable to unpredictable integration needs, Akixi provides cost and time predictability.
What’s more, throughout the integration process, Akixi’s dedicated product development and support teams offer guidance to ensure successful implementation. This means Service providers can reduce their involvement in the development of custom integrations, allowing them to concentrate on other aspects of their operations. This service also guarantees that integrations are sturdy and dependable, minimizing the likelihood of issues or downtime.
Understanding the value of custom CRM integration, acknowledging the drawbacks of not supporting it, and recognizing the advantages of working with a leading CRM Integration provider will help Service Providers deliver tangible benefits within their Business Communications portfolio. Akixi’s CX Integration Custom equips Service Providers with the resources needed to enhance their offerings, improve customer satisfaction, and maintain a competitive edge in a rapidly changing market.
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