Client
IT Sales and Services company with 100+ Sales, Marketing and Support users.
Requirement
The client uses Zoho CRM for its sales and support functions. The Sales, Marketing and Support staff use Viva’s calling service to engage with prospects/customers. The client approached Viva for a possibility to integrate Zoho with our telephony service.
Challenge
- Using two different applications for calling and managing customer information was time-consuming and tedious.
- Updates in Zoho was on an ad hoc basis.
- Reports generated were not up to date.
- Zoho and the telephony system were not interconnected.
Solution
Integrated telephony platform with Zoho CRM using APIs. We achieved the following by way of Zoho - Viva Telephony integration:
- Click 2 Call – Users can make and receive calls from Zoho, record the updates online and trigger the required SMS and Emails.
- Call Notification – Incoming and Outgoing call notifications will appear in Zoho.
- Advanced Reports & Analytics – Call reports and analytics as per the client's requirement for effective and timely decision making. Added features and benefits:
- Reaching more prospects
- Improved Customer engagement
- Information about callers
- Call recording for Quality and Training purposes
- Improved employee productivity
- Improved conversion rates
- Enhanced customer satisfaction
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Client
IT Sales and Services company with 100+ Sales, Marketing and Support users.
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