Cellular Call Recording & CRM Integration
“The Mobile2CRM solution allows our staff and agents to work with their cell phones at the office, on the go and from home.
It increased sales and efficiency of the workforce, and enabled us to meet the regulatory requirements. In addition, fully documenting the mobile calls, recordings, tracking capability, and automatic integration with our CRM catapulted our quality of service and client feedback scores.”
“The Mobile2CRM solution allows our staff and agents to work with their cell phones at the office, on the go and from home.
It increased sales and efficiency of the workforce, and enabled us to meet the regulatory requirements. In addition, fully documenting the mobile calls, recordings, tracking capability, and automatic integration with our CRM catapulted our quality of service and client feedback scores.”
The Customer
A major Insurance agency
Challenge:
Agent reachability issues were impacting sales closure rates and overall customer ratings were suffering. Adoption of cell phone use for business was slow due to employee privacy considerations, and technical integration issues with CRM and call recording systems mandated by regulation.
Solution:
Mobile2CRM introduced a separate virtual business profile on agents’ cellphones, with a virtual number, WhatsApp and SMS functionality, as well as seamless central call recording and CRM integration capabilities.
This enabled agents to call clients and prospects using their cellphones, and invite their prospects to call them back at any time via their “private” mobile number, demonstrating their personal commitment. In addition, business calls using the agent’s cellphone (even in out-of-office hours) are now recorded as mandated by regulation and linked to the CRM.
The system also provides analysis and performance improvement tools including reports, call recording data, etc. to further enhance and optimize efficiency and performance.
Outcome and benefits:
Closure rates increased by 30%, broken sales cycles were fixed, client service ratings improved dramatically, and as to privacy and other regulatory constrains – requirements were met.
