Challenge / Problem
The client relied on a third-party telephony provider but encountered inefficiencies due to notifications of missed calls and callback requests being delivered solely via email. This resulted in poor overview, delays, and difficulty associating requests with the correct customers.
Solution implemented
Automated and streamlined the notification handling process through integration with Zoho CRM. The implemented solution included:
- Webhook Integration: Configured webhooks to automatically push missed call notifications and callback requests directly into Zoho CRM.
- Automated Assignment: Developed automation rules to correctly assign notifications and requests to the respective customers within the CRM.
- Enhanced Data Visibility: Centralized all caller-related data and notifications directly within customer records, providing immediate clarity and context.
- Dashboard Integration: Integrated notification data into existing dashboards, allowing rapid oversight and actionability.
Results and Outcome
- Enhanced Overview and Visibility: Improved the clarity and immediate availability of telephony notifications and callback requests.
- Reduced Response Time: Automated assignment and integration reduced response times significantly, leading to better customer service.
- Increased Data Accuracy: Eliminated manual data entry errors through automated data integration within CRM.
- Improved User Experience: Provided users with a centralized, comprehensive view of customer interactions directly in their existing CRM environment.
Technologies Used
Zapier
Zoho CRM
Custom API Development
Zoho Deluge
.png){kind=icon}