Mini-CRM for a small business

Even small companies are required to keep records of customer interactions. Excel is slowly becoming a thing of the past. There are many large, harsh, complex CRM-systems. And we wanted to make a simple notebook with tight integration with IP-telephony. And that's what we did. Meet

The evolution of customer service

For reference

The abbreviation CRM means Customer Relationship Management (Customer Relationship Management). CRM allows you to solve problems such as maintaining interaction history, identifying a client by phone number, saving all the necessary data: addresses, phone numbers, contacts.

How we got to our CRM

Starting from 2013, we gradually understood that users need to conduct their transactions somewhere (thanks, KO). Excel is no longer suitable. Major CRM cloud player (bitrix24 and amocrm) players appeared on the market. I remind you, we are the company iptelefon.su - the provider of communication: Virtual PBX Hive and IP-SIM, developer of its IP PBX Zeon and integrator. We tried to keep up with new trends and integrated with many popular CRM systems - bitrix24, amocrm, retailcrm, klientiks, yclients, moysklad. And each of these systems has its own “features”. Someone does not support the function of a call-by-click (yes there are such). Someone poorly developed methods of managing a pop-up card (for example, it is not possible to add your fields to the card). Some do not have a built-in player to play the recording of the conversation. None of these systems is not possible to display the number to which the call was received. It is not possible for the operator to select the number from which he wants to call (if the company has several numbers). And this is not the whole list of restrictions. We just had to make our CRM.

CRM features

When we interviewed our clients, we saw that a small set of functions was most often used in CRM. And it was their decision to translate them into a mini-CRM version for small businesses.

1. Customer Card

A card is created for each company, contact or transaction. We have it as follows:

Company card (left)

Everything is simple and concise - on the left an entity card, on the right a tape of events. In the event feed, calls, files and manager comments are displayed.

2. Pop-up card

When a call comes in, a pop-up card is displayed. The manager sees who is calling you and to which number the call came in (you can make any signature on the number. For example, an advertisement from Avito).

Pop-up card

3. Room Information

If you are working with regions, the information about the number will be useful. You can get information about the region and the provider where the number is registered.

Room Information

4. Integration with maps

A useful feature is the integration with Yandex.Maps. If you can immediately see in the client's card where his office is located on the city map, this often simplifies communication and allows you not to ask too many questions, for example, if it is a question of delivery.

5. Tape of events

The tape of events stores information about the transaction, about all calls, all comments. Ribbon is a story of customer interaction. If the call is missed, you can call the customer directly from the Tape.

Information about the missed call in Lenta

When the manager calls back, a new outbound call event will appear. You can listen to the recording.

Outgoing call

6. Call detail

CRM at any time allows you to view calls made and answered for each transaction. You can quickly find out what your employees have talked with the client about and quickly get on the deal.

7. Choosing a number

If the company uses several numbers, then the manager has the opportunity to choose them.

Choose the number you want to call from.

8. Custom fields

Each entity can add custom fields. For example, you can add an instant messenger used by the Client.

Custom fields

9. Click Call

To make it easier to use, we made it possible to call a click from any part of mini-CRM. By clicking on any number you make a call.

Click call

10. Cancel the call

If you change your mind to talk, you can cancel the call before the connection is established. As they say, a trifle, but nice.

For an outgoing call, the call can be canceled.

In custody

In the near future we will finish the “Sales Funnel” and make “Tasks”. Our solution is traditionally supplied in the form of a “Cloud Solution” and in the form of a “Box”. We invite to cooperate integrators. All information can be obtained on our website www.iptelefon.su