Important Considerations when Integrating Your Telephone Services with a CRM

Integrating your telephone system into your Customer Relationship Management (CRM) system can significantly enhance your ability to manage client interactions and streamline your communication and administrative processes. By merging your telephone system, you can consolidate critical client data, improve call handling efficiency and ultimately deliver a superior client experience, resulting in improved retention rates. However, there are key considerations you should keep in mind to ensure that you have a smooth and successful implementation. In this article, we will review important factors to consider when integrating your telephone system into a CRM.

Ease of Use

When integrating your telephone system with a CRM, it is critical to ensure that this prioritizes improvements in your workflow and ease-of-use for agents. Automatic integration with your CRM allows agents to call directly in the same system and log in- and out-bound calls in a readily accessible system. This ease of use allows agents to spend more time working leads (revenue generating time) and less on administrative (non-revenue generating time) tasks. Furthermore, a seamless integration will allow you, your agents and customer service representatives immediate access to important client details, past call notes, and outstanding items. This ease of use promotes a strong client relationship and can help improve retention rates.

Automatic Call Recording

A major benefit of integrating these systems is the ability to record and store your calls within the same system. Agents can enjoy the ease of automatic recordings that are assigned directly to the client; while agencies can ensure that their operation remains in compliance with key laws, regulations and carrier policies.

Accessing Call Recordings

Efficient access to call recordings is essential for customer service, dispute resolutions and responding to carrier and CMS complaint investigations. We recommend a cloud-based storage solution for improved security and accessibility. Access controls allow you to set permissions and ensure appropriate limits are in place.

HIPAA Compliance & Secure Storage

Many companies offer secure, cloud-based storage solutions but this does not mean that they are in compliance with key laws and regulations covering sensitive personal and health information such as the Health Insurance Portability and Accountability Act (HIPAA). The storage requirements outlined in HIPAA include, but are not limited to, encryption protocols, access controls and other key standards. Additionally, your service provider should send a Business Associate Agreement to ensure compliance.

Are you looking to integrate your telephone system with a CRM? Innovative CRM Solutions provides customized CRM builds and technology solutions for insurance agents and agencies. Our system was not only built for agents it was built by agents.

Interested in learning more about our services? Schedule a demo today or review our solutions.