Three Benefits of Integrating Your Call Tracking Data With Your CRM

Phone data and CRM integration concept
Customer relationship management (CRM) systems are like the iPhone of marketing, sales and customer service. Initially, they were a luxury, but now they're essential. With 3 out of 4 companies having implemented a CRM, the technology has forever changed the customer journey. The CRM is one of the most crucial tools organizations use to monitor leads and strengthen their relationships with customers.

A CRM can increase revenue by a whopping 41 percent per salesperson. In 2014, CRM was returning $8.71 for every $1 spent in investing and maintaining it. To maximize its revenue potential, consider automatically syncing your call tracking data with your CRM. Once you do, you'll realize the following three key benefits.

Comprehensive Picture of Customer Interactions

By integrating your call tracking data with your CRM, you have a broader picture of your customers' interactions with your company and can tailor your customer interactions accordingly.

For instance, let's say John Smith submits a web form with a question about a new product on your website, and he's added to your CRM. You contact him immediately at the number he's provided and leave a voicemail. If you don't have call tracking integration, your sales rep has to remember to make a note of the call in the CRM. If they forget and your staff sees that there's no record that John returned your phone call, they might call poor John again, frustrating him and wasting their own time.

By integrating your call data and your CRM, you can automatically sync call details and audio recordings of each call with each customer's profile. This provides a more seamless (and less confusing) customer experience.

Less Manual Data Entry

Do your employees enjoy manually entering hundreds, or even thousands, of phone leads into your CRM system? Probably not. Not only is it a waste of time, but it also leads to typos and/or double entries in your CRM system. This issue can be frustrating to employees as well as customers. 

For instance, say Beverly Johnson is automatically entered into your CRM as a website lead with the phone number 555.555.1234. She later calls in from the same number, but the rep misspells her name when adding her into the CRM as Bverly Johnson. Since you have two separate records for Beverly, your reps call her twice while making follow-up calls. Now both Beverly Johnson and John Smith are annoyed!

By integrating your call tracking platform and your CRM, you save time, which in turn saves money. In the words of April Ludgate from NBC's sitcom "Parks and Recreation," "Time is money, and money is power..." She goes on, but we'll leave it at that.

More Sales

This goes without saying, but the more seamlessly integrated and accurate data you have, the easier it is to qualify leads and close sales. Plus, when you spend less time on data entry and duplicate follow-ups, you'll have more time to spend on nurturing prospects and customers.

So many businesses aren't yet using their CRM to its full potential. Don't be one of them. Imagine what your sales will look like when you use your call tracking data to fully maximize your CRM investment!

How to Channel Your Inner Leslie Knope Leadership Skills

Source: NBC
Leslie Knope, a character on the NBC sitcom "Parks and Recreation," is an enthusiastic government employee in Pawnee, IN. Her main goal in life is to be the best deputy director for the town she is so passionate about.

[Spoiler alert!] Because of her strong will and inspiring drive, she eventually becomes governor of Indiana, demonstrating that no goal is too big. Simultaneously, she motivates everyone around her to be their best selves. After rewatching this show a couple (or six) times, we've gathered some of Leslie's most empowering quotes to bring out your powerhouse leadership skills!

"Positive is always better than negative."

Knope exudes happy vibes and unlike her last name, she rarely says no, because there is nothing she can't do. Well, she can't pick a salad over waffles, but that's because waffles equal happiness! An example of her positivity? After hearing nothing but negativity at an open forum, she said, "What I hear when I'm being yelled at is people caring loudly at me."

If you can think that positively, it'll be hard for things to bring you down in the office. Remember, attitudes are contagious! As a leader, there will always be eyes watching how you react to tough situations and how you handle things. Positivity also helps productivity flourish, which leads us to our next Knope-ism.

"There is nothing we can't do if we work hard, never sleep and shirk all other responsibilities in our lives."

In one episode, Knope is feeling quite disoriented, mentioning that she slept seven hours, which is double what she normally gets. While we don't recommend cutting down on your Zzz's or shirking responsibilities, we do think her motivational quote is admirable. 

Not only is it important to keep yourself motivated, it's also crucial to understand what motivates your employees. Are they motivated by money like Tom Haverford? Treat yo'self! Or are they more like Jerry (aka Garry, Larry and Terry), preferring to spend time off with family? Whether you ask them straight up or see what works well with trial and error, identifying what pushes them forward every day will ultimately make you more successful and motivated. And remember  they won't all have the same motivations.

"We have to remember what's important in life. Friends, waffles and work. Or waffles, friends, work. But work has to come third."

Leslie Knope loves her job more than anyone could possibly love a job. For example, in one episode, she receives two weeks of probation. One night while on probation, she breaks into the office to do some work because she can't stand not working. Even loving her job that much, she recognizes that she's human and can make time for waffles and friends too.

You're probably thinking, "Waffles could never be more important than a job." And you're probably right. Waffles don't pay the bills. This quote is important, though, because it reminds us to take some time to relax! A stressed leader is a bad leader. Your employees will notice if you're tense (sometimes because you're taking it out on them, unfortunately). If you take a break every now and then to recharge, your employees will thank you.

We hope this post reminds you to stay positive, work hard and relax! Be the Leslie Knope of whatever you do. 

Are You Complying With the DNC Registry?

In 2016, there were a whopping 226 million active registrations with the National Do Not Call (DNC) registry. That's millions of people who are desperate to avoid telemarketing calls!

When it comes to the DNC registry, the Federal Trade Commission (FTC) doesn't play around. In 2017, it successfully went after Dish Network for calling millions of people on the registry, resulting in a $168 million penalty.

If you make sales calls daily at your business, it's crucial that you avoid calling anyone on the DNC registry. What can you do to help your company avoid the costly consequences of calling people who don't want to be called?

Do Not Call or Do Not Care?

Like most businesses, you're constantly trying to grow your database of prospects, right? After all, you have to have prospects to get more customers. Unfortunately, many companies are taking a quantity over quality approach. The FTC reports that some businesses will try to get around the DNC list by purchasing "lists of customers' phone numbers from companies that falsely claim those customers had given written consent to get sales calls." It's evident that these businesses do know about the DNC list they just don't care about abiding by it.

How did you get the phone numbers for the contacts on your prospect list? Did they openly share their information with you via a phone call, tradeshow, landing page form, marketing event, etc.? If so, you have no need to worry. Calling people that have given you permission to do so is completely legal. But are you absolutely sure you don't have numbers from the DNC registry in your database?

Automatically Scan Calls Against the DNC List

Calling potential prospects without a reliable method for cross-referencing them against the DNC registry is like playing a game of Minesweeper. Sure, there might be some strategy behind it, but for the most part, you're aimlessly clicking buttons and hoping you don't hit a mine to end the game.

What if there were a way to call prospects and gain new customers without the hidden mines? Oh wait, there is! Some call tracking solutions are capable of automatically scanning numbers against the DNC registry. Just catching a flag on one call could save your business $40,654 in fines!

Interested in knowing more about the Do Not Call list? Check out the infographic "The History of the Do Not Call List" for an overview.