Problems
1. Managers make calls from personal mobile numbers, which prevents the company from controlling and recording these interactions.
2. There is no single storage point for calls — the client communication history is lost when a manager changes or leaves.
3. The manager cannot assess the workload and efficiency of managers' phone work.
4. There is no way to listen to conversations to resolve disputes with clients or train new employees.
5. International calls are expensive due to the lack of favorable rates and flexible routing.
6. Incoming calls are not distributed automatically, causing clients to reach the wrong person or wait a long time for a response.
Tasks
1.Connect and configure Zadarma IP telephony with integration into the CRM system to automate call processing, ensure call recording, and obtain full analytics on the sales department's performance.
Solution
1. Zadarma IP telephony was connected and integration with Kommo CRM was configured: calls are automatically linked to deal and contact cards.
2. Recording of all incoming and outgoing calls was set up, with storage in the CRM.
3. Virtual numbers for the required countries were connected and configured.
4. Distribution of incoming calls among managers was configured (by queue, by manager responsible for the client, by available employee).
5. Notifications for missed calls were set up, with automatic creation of a callback task.
6. Call analytics were configured: number of calls, duration, conversion to sale.
Results
1. All calls are recorded and saved in the client's card — the manager sees the full communication history.
2. Missed calls are no longer lost: the system automatically creates a callback task.
3. It became possible to listen to call recordings for quality control and employee training.
4. The manager receives full call analytics and can assess the performance of each manager.
5. International communication costs decreased thanks to Zadarma's flexible rates.
6. Incoming calls are distributed automatically, and clients reach the right manager faster.
— — —
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. Managers make calls from personal mobile numbers, which prevents the company from controlling and recording these interactions.
2. There is no single storage point for calls — the client communication history is lost when a manager changes or leaves.
3. The manager cannot assess the workload and efficiency of managers' phone work.
4. There is no way to listen to conversations to resolve disputes with clients or train new employees.
5. International calls are expensive due to the lack of favorable rates and flexible routing.
6. Incoming calls are not distributed automatically, causing clients to reach the wrong person or wait a long time for a response.
Tasks
1.Connect and configure Zadarma IP telephony with integration into the CRM system to automate call processing, ensure call recording, and obtain full analytics on the sales department's performance.
Solution
1. Zadarma IP telephony was connected and integration with Kommo CRM was configured: calls are automatically linked to deal and contact cards.
2. Recording of all incoming and outgoing calls was set up, with storage in the CRM.
3. Virtual numbers for the required countries were connected and configured.
4. Distribution of incoming calls among managers was configured (by queue, by manager responsible for the client, by available employee).
5. Notifications for missed calls were set up, with automatic creation of a callback task.
6. Call analytics were configured: number of calls, duration, conversion to sale.
Results
1. All calls are recorded and saved in the client's card — the manager sees the full communication history.
2. Missed calls are no longer lost: the system automatically creates a callback task.
3. It became possible to listen to call recordings for quality control and employee training.
4. The manager receives full call analytics and can assess the performance of each manager.
5. International communication costs decreased thanks to Zadarma's flexible rates.
6. Incoming calls are distributed automatically, and clients reach the right manager faster.
— — —
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