Extends Salesforce across the mobile estate
With BT smartnumbers for Salesforce, all mobile communications between customers and employees can be captured instantly and automatically in Salesforce, enabling both increased staff productivity, and the customer engagement to be measured and managed.
Completes the 360° customer view
Organisations invest significant resources in their CRM initiatives in order to track the 360° view of the customer. And yet there is one critical aspect of this view that, until now, has been a black spot for business — that of their employees mobile engagements with customers.
As the organisation becomes more mobile, the size of this black-spot will increase further. With BT smartnumbers for Salesforce, marketing and sales management can see for the first time the full picture of their customer engagement including all interaction across fixed and mobile devices.
Extends Salesforce1 for increased productivity
Salesforce1 puts all Lead and Contact information at the fingertips of the sales and service team when they’re away from the office.
With BT smartnumbers, all customer contact will be logged instantly and automatically against the right customer record, enabling comprehensive performance and productivity to be recorded without any manual effort by those in the field.
Call recording built in
Whether it is for compliance, to protect revenue and reputation or simply for best practice, more business conversations are being recorded.
With BT smartnumbers for Salesforce, all conversations between your staff and customers can be captured automatically, even for staff working on mobile devices. For training and quality control, managers can drill into the customer records to play these recordings directly from within Salesforce.
All engagement between customers and staff on their mobile devices can be tracked and monitored in real-time. With salesforce dashboards, managers can track the productivity of sales teams working out of the office, and can drill-down to monitor each and every customer engagement.
Marketing teams can also benefit from dashboards to measure the full picture of the customer engagement. For the first time, all customer touch-points, including calls, emails and mobile engagement is able to be viewed in one place.
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