CRM Online has developed an integration that provides two way SMS to SugarCRM systems. The solution allows us to provide innovative notification solutions to our clients. Consider the following example:
CRM Online consulted with a client that had a centralised telemarketing & lead generation team whose role was to book meetings for sales consultants on the road. The company was using external sales consultants and had a number of issues that needed addressing. It was often the case that a potential client would get cold feet and not turn up to a meeting, meaning that the sales consultant would have their time wasted. As a result of this as well as issues with using external consultants, the sales consultants would sometimes not turn up to client meetings, directly costing sales. The company clearly needed a system that provided a level of assurance that a meeting would take place. CRM Online provided the following solution:
- When a meeting was scheduled, a sales consultant immediately received an SMS notification. The sales consultant has 4 hours to confirm the meeting via SMS. If they fail to do this, the meeting is assigned to another sales consultant.
- 24 hours prior to a meeting occuring, the client is send a reminder and requested to confirm the meeting via SMS. If the client doesn't confirm within 12 hours, a notification is sent to the telemarketing team, whose responsibility it is to contact the client via phone and either confirm the meeting or cancel the meeting for the consultant.
- The result of the above implementation is that sales consultants no longer travel to meetings where the client doesn't turn up and consultants also have a requirement to confirm all meetings, or face loosing the lead. This provided direct business value to the client.
In addition to automated SMS reminders, CRM Online's SMS integration also allows for adhoc SMS messages to be send to clients as well as the creation of SMS templates for sending common messages to clients and staff.
