“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” Bill Gates

CRM or Customer Relationship Management, as it is known, is the technology that helps a business provider to communicate with the existing, past or prospective customers. CRM forms an integral part of any organization, as it helps to build a stronger vendor-customer relationship by improving the customers’ experience.

What is CRM Software Integration?

A CRM software comes adept with the capacity to bridge the gap between service provider and consumer by managing the consumer’s data. Apart from assisting in the sales management, it delivers intuitive insights and recognizes customers’ dissatisfaction by analyzing the conversational behavior and tone, thereby lending the organization an opportunity to resolve the related matter.

When the CRM software is integrated or fused with your company’s website for a seamless functioning, it is called as CRM integration. To understand how CRM ought to be structured and integrated and what are the different types of CRM integrations, let us read forth.

Types of CRM Integration

With CRM gaining popularity in the business sector, various functionalities and integration methods of this rare software have cropped up. A singular customer view is possible only through a proper CRM integration with an organization’s entire tech stack. Following are the different types of CRM integration:

• E-mail Integration – Apart from being the most effective marketing tool, the e-mail integration helps in making the customer’s experience more personalized and can positively target the prospective leads. It automatically captures the outgoing and incoming e-mails and gives complete transparency of all the correspondences. The feedback data is analyzed and used for improving the overall marketing strategy.
• Social-Media Integration – Social media is an easily accessible medium of interaction between the service providers and the consumers today. Especially for small businesses and start-ups, integrating CRM with social media is an ideal way to achieve a personalized experience for customers and eventually enter the global market.
• Call Center Integration – Handling the dissatisfied customers or long hold times could be a real hurdle for the call center executives. But the human capacity integrated with the CRM tools helps in tackling these issues as the calls are diverted automatically to the appropriate knowledge source. This streamlines the resolution process along with maintaining a good customer-service provider relationship. Personalized experiences, improved agent productivity, shorter hold times are some of the benefits of this integration.
• Marketing Automation Integration – The sales and marketing teams usually need access to the same information. If the two are integrated together with CRM, it will save time from lead generation or a series of other processes.

CRM Integration simplifies the work by automating the tasks. Most of the sales and marketing functions are therefore gathered at one place. CRM integration works in following three ways:

CRM Widget and Key Benefits of CRM Integration in your Business

CRM widgets differ from the regular CRM and is available as a separate software. These are UI components which can be embedded and perform tasks like seamless utilization of data from the third-party applications. With CRM widgets, you can add customized dashboard, have a hassle-free incorporation of the web tabs, use services from outside CRM through a custom icon.

Some key benefits of CRM in business are:

• It provides a better experience to your customers with a customer-centric approach.
• It helps in attaining a clearer picture of customer interactions and provides insight into user’s buying habits or grievances. This helps in creating a better customer profile.
• It has been noted that about 68% of the customers end up leaving a website due to poorly handled communication by their service providers. CRM helps in tracking customers’ satisfaction or dissatisfaction with certain interaction. This analyzation guides the service provider to act promptly to resolve the matter and maintain company-customer relationship.
• It increases the overall productivity and efficiency by saving the unnecessary administrative tasks which are time consuming. With automated integration between two systems, the manual tasks like data entry, are automatically carried out.
• It improves the accuracy and reliability of the data.

NAVOMI’s CRM Widget

NAVOMI’s CRM widget is an Agent side widget with an Agent console that automatically provides the customers’ data along with past conversations and previous issues. It provides unified UI convenience and zero user error while retrieving the past data. Our CRM widget comes adept with the following features:

• Integrated Keyword Search
• Search Within Standard Objects –
• Salesforce.com- Accounts, contacts, leads, opportunities.
• Zendesk – End-users, Users and tickets.
• Microsoft Dynamics CRM – Accounts and contacts.
• Netsuite – Customers, communications and notes.
• Chat transcript linking.
• Ability to create leads.
• Single sign-in support.