Connecting Binotel IP telephony to CRM
Client Management & CRM
Problems
1. Customer calls are lost when a manager is busy or unavailable — there is no queue, no notification of a missed call.
2. Conversations with clients are not recorded anywhere: no call recordings, no communication history for each deal.
3. It is impossible to assess the quality of managers' work — there is nothing to check against what was said to the client and how.
4. Calls are not linked to deal and contact cards in the CRM, so the manager has to ask the client for the same information every time.
5. When an employee leaves, the entire call history with clients "leaves" with them if it was conducted from their personal phone.
6. There is no call analytics: how many calls were made, how many were missed, average call duration, call-to-sale conversion.
Task
Connect and configure IP telephony integrated with the CRM system to ensure all calls are recorded, saved, and linked to clients, and to obtain analytics on the sales department's performance.
Solution
1. Binotel IP telephony was selected and connected.
2. Telephony integration with the CRM was set up: calls are automatically linked to deal and contact cards.
3. Recording of all incoming and outgoing calls was set up, with storage in the CRM.
4. Distribution of incoming calls among managers was configured (by responsible manager, by queue, by available employee).
5. Technical numbers were connected and configured for each manager.
6. Notifications for missed calls and automatic creation of callback tasks were set up.
7. Call analytics were configured in the CRM.
Result
1. All calls are recorded and saved in client cards — the manager sees the full communication history.
2. Missed calls are not lost: callback tasks are automatically created for them.
3. It became possible to listen to call recordings to monitor the quality of managers' work and to train new employees.
4. The manager gets analytics: number of calls, their duration, call-to-sale conversion.
5. Clients receive a response faster thanks to automatic call distribution.
6. The communication history with a client is no longer tied to an employee's personal phone and is not lost when they leave.
— — —
To set up telephony for you, please answer a few questions:
1. What is the current monthly budget for calls?
2. Which products need to be included?
— telephony
— call tracking
— callback widget
— chats
— AI analysis
3. Does the company already have phone numbers, or does it need to use our numbers?
— Is the company registered in the country where number rental is needed?
— How many numbers need to be purchased/ported?
— Do you want to keep your current numbers?
4. Which countries do you need to call?
5. How many managers will be working?
6. Where do calls need to be set up (PC and/or phone)?
7. Average number of outgoing minutes per month?
— number of calls per day
— conversations per day in minutes
— number of calls per month
— conversations per month in minutes
8. Which CRM is being used?
9. Where do calls need to be set up (PC and/or phone)?
— IP phone
— Mobile phone
— Phone application
— Computer program
1. Customer calls are lost when a manager is busy or unavailable — there is no queue, no notification of a missed call.
2. Conversations with clients are not recorded anywhere: no call recordings, no communication history for each deal.
3. It is impossible to assess the quality of managers' work — there is nothing to check against what was said to the client and how.
4. Calls are not linked to deal and contact cards in the CRM, so the manager has to ask the client for the same information every time.
5. When an employee leaves, the entire call history with clients "leaves" with them if it was conducted from their personal phone.
6. There is no call analytics: how many calls were made, how many were missed, average call duration, call-to-sale conversion.
Task
Connect and configure IP telephony integrated with the CRM system to ensure all calls are recorded, saved, and linked to clients, and to obtain analytics on the sales department's performance.
Solution
1. Binotel IP telephony was selected and connected.
2. Telephony integration with the CRM was set up: calls are automatically linked to deal and contact cards.
3. Recording of all incoming and outgoing calls was set up, with storage in the CRM.
4. Distribution of incoming calls among managers was configured (by responsible manager, by queue, by available employee).
5. Technical numbers were connected and configured for each manager.
6. Notifications for missed calls and automatic creation of callback tasks were set up.
7. Call analytics were configured in the CRM.
Result
1. All calls are recorded and saved in client cards — the manager sees the full communication history.
2. Missed calls are not lost: callback tasks are automatically created for them.
3. It became possible to listen to call recordings to monitor the quality of managers' work and to train new employees.
4. The manager gets analytics: number of calls, their duration, call-to-sale conversion.
5. Clients receive a response faster thanks to automatic call distribution.
6. The communication history with a client is no longer tied to an employee's personal phone and is not lost when they leave.
— — —
To set up telephony for you, please answer a few questions:
1. What is the current monthly budget for calls?
2. Which products need to be included?
— telephony
— call tracking
— callback widget
— chats
— AI analysis
3. Does the company already have phone numbers, or does it need to use our numbers?
— Is the company registered in the country where number rental is needed?
— How many numbers need to be purchased/ported?
— Do you want to keep your current numbers?
4. Which countries do you need to call?
5. How many managers will be working?
6. Where do calls need to be set up (PC and/or phone)?
7. Average number of outgoing minutes per month?
— number of calls per day
— conversations per day in minutes
— number of calls per month
— conversations per month in minutes
8. Which CRM is being used?
9. Where do calls need to be set up (PC and/or phone)?
— IP phone
— Mobile phone
— Phone application
— Computer program