Systems talk

Digitalisation, or how to connect systems to make everyday work easier.

A client with an established CRM system and processes and the next step in building a good relationship with was to fix the communication problems. The CRM system worked great for recording information and retrieval, but most of the information was obtained through contact with the customer. They had the problem that contact details were not being recorded in the CRM system, which led to disagreements. One of the following dispute occurred when a customer called to ask for help with a problem they were having. Help The helpdesk operator listened to the customer but forgot to enter the problem in the CRM system. This meant that the customer's problem remained unresolved and he had to call several times before the problem was resolved.

To prevent this from happening, we needed an API key to access the CRM system. As before case, we narrowed the communication down to phone calls and messages and connected these channels to the CRM system. All information and data from messages is now automatically saved and linked to the corresponding customer record for easy access.