A given fact for all business, no matter how big or small, is that its sales teams are the necessary lubricants to a well-oiled machine. So, how do you ensure that your organization has a high-performing sales team? Employ agents with the best credentials? Yes, that’s part of the big picture, but in truth, no matter how blinding an agent’s résumé may be, it still won’t be enough to get the desired results.
What’s the key then? Making sure that your CRM (Customer Relationship Management) software, which in this case is none other than the industry superstar, Salesforce, is in sync or integrated with your business’ mode of operations—and more specifically, your agents’ daily grind.
Your Salesforce enterprise is naturally packed with a couple different applications geared to easing sales processes, and making sure that each app is integrated will leave you reaping the by-products of doing so in the long run. Among the benefits of Salesforce integration are cultivating consistency, efficiency, and quality in the way sales teams perform. At first, the integration process might seem like a daunting task. Come to think of it, after years of doing something a specific way, an agent’s feathers will inevitably be ruffled when something as big as their day-to-day work routine is changed. But do not worry, you are not alone in this. Many companies have gone through the same transitional phase at one point too, and they also experienced a couple of mishaps during their integration. Hussein Yahfoufi, VP of Technology and Corporate Services at OneRoof Energy, shares what he thinks is the common misconception companies make prior to their Salesforce integration journey. “I think the biggest mistake organizations make when it comes to Salesforce integration is, the lack of planning and documentation about the company’s lead gen and sales process before starting the integration,” he shares. But being wise about integration is the best way to go. How? Ensure that you are well-equipped of best practices when integrating your Salesforce CRM software.
An Unlikely Pair
The truth is, being a CRM software, Salesforce does take care of the customer service area. It does ensure that all the processes relating to maintaining happy customers are smoothened out. This role of a CRM is all good until we talk about the part where the agent’s and the management of their tasks are concerned. Does Salesforce still take care of that? Unfortunately, it doesn’t, at least on its own. But when optimized with an integration tool, it goes from customer service wizard to all around genius!
Work management platforms like Wrike have been developed to assist organizations in their integration with Salesforce journey. Left on its own, a CRM will be solely focused on keeping the sales team organized, and making sure that every agent is not driven mad by tedious tasks. While this may seem to take care of that part, it leaves another issue unresolved. Organizations are constructed in such a way where each team, no matter how disparate these parties are in terms of their roles, are still in some way reliant on one another to keep the entire business afloat. Needless to say, sales teams will always need to be in constant coordination with other cross-functional teams within the organization; and the CRM software alone can’t take care of this. But when paired with a collaboration platform such as Wrike, this wrinkle in the company’s operations is smoothened out.
When combined with such a platform, integration in Salesforce is further optimized, and project management tasks are fulfilled with ease. This process benefits both the sales and the cross-functional teams by allowing new projects from Salesforce to be triggered; enabling task and project management; integrating data between the platform and Salesforce without the need for email; standardizing incoming requests; improving on-time delivery by increasing productivity and accountability; and real-time reporting.
Salesforce CTI Integration
Currently, an abundant supply of Salesforce integration tools have been developed to aid your organization in the journey of syncing your CRM with important business aspects like CTI, or Computer-Telephony Integration, and its phone systems. Doing so has been proven to streamline the way agents deliver excellent customer service, and holistically contributing to the company revenue by shortening lead response time, reaching more prospects, closing more sales; and most importantly, improving your sales team’s overall performance. Take Tenfold’s clients, for example, LogMeIn—a 14-year old, Boston-based SaaS provider—has seen a 37% increase in its outbound call volume. This rise was brought about by first of all, employing the services of a phone intelligence solution team like Tenfold; second, by tracking their reps’ activities on a daily basis; third, real-time reporting which prevented manual errors, consequentially eliminating the issue of wasted time as well; and lastly, a gamification leaderboard which served as a primary catalyst for the improvement in their reps’ outbound call volume.
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