What business benefits come from integrating KOMPaaS telephony with CRM

On their own, a CRM system and telephony are useful business tools, but when combined, your company can operate much more efficiently.

Here’s what you gain from integrating telephony with your CRM.

CRM helps identify underperforming employees
In a CRM, call records are stored in the client’s profile in chronological order. A manager can always review conversations from the start of the relationship to the completion of a deal. If a client is transferred to a new manager, they can quickly get up to speed by reviewing the call history.

Managers can also listen to call recordings to understand the cause of any conflicts with clients. Additionally, CRM reports help identify the least productive or inefficient managers.

The CRM provides insights such as:

• Number of calls made by a manager per day, week, or month
• Trends in incoming calls and comparison of individual manager performance
• Total number of calls per manager displayed in a pie chart, with detailed breakdowns: how many clients a manager called during a shift, how many calls went unanswered, or couldn’t be connected
  

All calls can be segmented by a specific client. For example, how many times an employee called Mr. Schmidt or received a call from him. The CRM makes it easy to track scheduled calls related to deals to see whether the employee has followed up with those clients.

Personalized approach to clients
Telephony integrated with CRM allows the system to recognize incoming numbers and route the call to the responsible manager. A notification window with the client’s name appears on the manager’s screen.

When the manager clicks on it and answers the call, the client’s profile opens with detailed information:

• All calls and emails
• Notes left by the manager during previous interactions
• Assigned tasks and meetings
• Purchases, invoices, payments
• Documents, photos
• Any custom field information: car model, policy expiration date, client preferences, etc.

The manager has all the information needed to provide prompt consultation and suggest additional products or services.

Sales scripts
If a client raises objections or requests additional services during a call, the CRM provides scripts in the deal’s profile. These are ready-made conversation guides.

For example, when the manager reaches the “price negotiation” stage, the CRM automatically displays a script for handling price objections. This ensures that the manager always knows what to say at each step of the sales process to close the deal.
Note: not all CRM systems support scripts, so check this before purchasing a service.

Call planning and one-click dialing
Integration with CRM allows you to set a call plan in the system, e.g., 20 client calls per day. Employee progress can be tracked directly from the desktop: a special widget with a progress bar shows the percentage of the plan completed.

With CRM and virtual PBX integration, executing this plan becomes easier, as it simplifies searching for and dialing numbers. A manager can call a client with a single click from any section of the CRM: from the client or deal profile, from the general call history table, or even from the task board. Hovering over the client’s name shows a popup with an active phone number and email: one click, and the call is initiated. No manual dialing is needed, saving time and avoiding errors.

Call details screen

Some CRM systems create a separate card for each call. It stores call information, the recording, and manager notes — for example, the employee can record the call outcome.

Some developers take it further by allowing the call card to trigger automated actions with a single click. For instance, immediately after a call, you can send the client a commercial offer, open a deal, or set a task for a follow-up call. This speeds up service and allows faster processing of new leads. The faster and more efficiently you work with clients, the higher your conversion rate.

A call details screen with information for triggering automated business processes: deal creation, follow-up tasks, and automatic template-based email sending.All these features are available when integrating KOMPaaS.tech telephony with your chosen CRM.
You can see the list of ready-made KOMPaaS.tech telephony and CRM integrations on the website: https://kompaas.tech/products/virtual-pbx/#:~:text=system%20integrations