VoIP CRM Integration: Everything You Need to Know

As a business owner, you are wise to the fact that you need the right digital tools to support your business operations, from internal organization to external interactions. So you probably already have a Voice Over Internet Protocol AKA VoIP phone system set up as well as a Customer Relationship Management AKA CRM software installed. If not, you’ve been meaning to get around to it.

But are you making the most of what’s possible when you combine the power of your VoIP software with the power of your CRM system? When fully integrated, they work together to streamline customer interactions for even better results such as higher customer satisfaction and higher conversion rates. 

We are familiar with such results because the Podium platform includes both a business phone system and a CRM tool that automatically integrates for easier business communication management.

First, let’s clarify what VoIP CRM integrations involve and why they’re so useful to business success.

What is VoIP CRM integration?

Stand-alone CRM and VoIP tools generate better business outcomes. A CRM platform makes managing data, tasks, and progress so much easier because it is a singular system that the whole team can reference and update as they go through their workload. 

A VoIP solution allows the team to manage customer communications on the go, using whatever mobile device they have downloaded the app onto. Greater flexibility tends to lead to greater responsiveness and therefore more happy customers.

Integrating your VoIP service with your CRM account makes your business processes run even smoother. Call data is automatically organized into the CRM for the collection of customer data, generation of call metrics, and accessibility to the sales and customer support reps.

How does VoIP CRM integration work?

A CRM VoIP integration means that both these tools work in sync. This is possible when a software service provider offers both a VoIP solution and a CRM tool within its platform (like ours). Alternatively, you could sign up for separate VoIP and CRM accounts and integrate them as long as the providers state that they integrate.

Following the integration information provided by your chosen system or systems, any data from customer calls will be stored in the CRM including call recordings. The data is synchronized both ways. It opens up other functionality such as setting up automations in response to certain data or actions. It’s possible to integrate VoIP and CRM services so seamlessly that phone calls can be made and answered through an embedded incoming call widget and a click-to-call button.

Benefits of VoIP CRM Integration

You may be wondering whether a full integration is necessary. Considering all the benefits that come with VoIP CRM integration, it’s hard to pass up. 

1. Enhanced Call Management

The way calls are handled in real-time, followed-up, and monitored is more advanced with VoIP CRM integration. Members of the customer support team can answer an inbound call with the history of the contact right in front of them. This means they can personalize the call and easily perform actions on their account. Any necessary notes can be made and a follow-up call scheduled then and there in the company’s system. As data is automatically synced, all metrics on call success are accurate in real-time.

2. Improved Customer Experience

As customer information is easily available to any reps answering phone calls, potential customers and paying customers get a better experience. They don’t have to explain themselves over and over again as information on their previous interactions is available to the whole support team. Reps can give personalised advice and recommendations knowing the background of the customer they are talking to. All this improves customer satisfaction because they are getting their needs met with speed, efficiency, and a human touch.

3. Streamlined Workflows

A VoIP CRM system responds in real-time. Data doesn’t have to be manually input. Actions are automatically synchronized. That means one department isn’t waiting unnecessarily on another. As soon as one task has been completed in a workflow, the next task can be completed. Each task can be completed with a true picture of the customer and company. Delays caused by spreadsheets, switching between tools, and data blocks are a thing of the past.

4. Advanced Call Analytics

Whether you are managing a contact center or a few customer support reps, data is key. The advanced call logging possible with VoIP CRM integration gives you the data you need to make informed decisions. The call analytics outlines performance such as call response time and conversion rate. This will highlight where your performance is strong and where there is room for improvement.

5. Efficient Lead Management

It usually takes multiple interactions for a lead to convert. That means the lead will communicate with the business in some way or form multiple times. The experience they have during these interactions will determine whether they go for it or whether they go to a competitor. With a VoIP CRM, you can make sure that the lead is looked after, providing fast response times and personalized follow-up.

6. Integration with Other CRM Features

CRMs do more than manage call data. So by integrating VoIP and CRM, you can do more with your customer calls. Specific features do depend on your CRM and VoIP providers. For example, the Podium CRM integrates with Podium Phone, Text, Webchat, and other communication channels. To save time, you can re-route calls to the native text messaging service if you are experiencing a high volume of calls and a long wait time. 

How to Set Up VoIP CRM Integration In Podium?

A VoIP CRM integration is possible natively within Podium because the omnichannel inbox and customer contacts CRMs collect and manage phone call data and functionality. If you are already using a CRM tool and want to keep using it, you can still fully utilize Podium Phones and its integration capabilities. You’ve just got to set it up in your Podium account. 

1. First, log onto your Podium account and click on the +Apps icon.
2. Then select the location you’d like to set up your CRM tool and select your CRM from the marketplace. 
3. Click connect, confirm the connection location, and then continue to installation. 
4. You’ll be asked to allow the CRM access to your Podium data and for Podium to access your CRM data, enter your credentials, and edit any additional functionality available with your CRM. 
5. After clicking ‘finish’ on the setup stage, you can add automation. We have an automation library full of templates you can use. Don’t forget to activate any automation you choose. 

6 CRMs to Integrate With Podium

1. Zoho

Zoho is a popular CRM for tracking leads and improving sales and marketing efforts through data-driven decisions. Syncing your Zoho account with Podium will save you a lot of time as you share the data needed to nurture and convert leads. 

2. Rex

Rex is a CRM designed specifically for the real estate industry. So it’s perfect for adapting your software to meet your needs. Connect it with Podium to keep on top of incoming calls, follow-ups, and online reviews from happy sellers. 

3. AMS

AMS is a CRM designed for the automotive industry. An AMS Podium integration will allow you to better manage the whole customer lifecycle from the initial call to checking in with customers over text within the AMS platform. 

4. HubSpot

Hubspot is known as a user-friendly CRM perfect for small businesses. Make your business processes even easier by syncing HubSpot with Podium. You can automatically send messages using your Podium phone number to the contacts stored in Hubspot to welcome customers, thank them for a purchase, or ask for a review. 

5. Salesforce

If you use Salesforce to manage your leads and customers, join forces with Podium to save time and leverage sales opportunities. 

6. Pipedrive

Combining the power of Pipedrive as an all-in-one sales tool with the power of Podium Phones for responsive customer support will create a streamlined and optimized sales process. 

Podium also integrates with ADF Leads, Keap, CDK One-Eighty, Oasis Auto Complete, CDK Global Dash, Clio, Pro Max, DealerCenter, JobNimbus, VinSolutions, improveit 360, DealerSocket, Autosoft, MPK Automotive Systems, and Arcadium Technologies. 

Streamline Customer Communication With Podium

The Podium platform is a communications powerhouse because it organizes all communication channels and customer information into a singular dashboard. Using our omnichannel inbox integrated with our customer contact CRM, our users can easily check a customer’s interaction history beyond just phone calls to text messages, social media communication, and webchat conversations.

Then they can decide on the best way to follow up with the customer using all the data organized in the CRM. Does the interaction require a potentially time-consuming phone call or could a quick text message do the trick? This is a massive time-saver for corporate call centers and small business help desks alike. We’ve seen it ourselves in our customer success stories such as Roof Life. They have been able to save 40 hours a week by streamlining their communication with us.

If you are looking to improve customer communication and drive business growth, look no further than Podium.

VoIP CRM Integration FAQs

Q: What is the difference between VoIP and CRM?

A: A VoIP system is a phone service that uses internet connectivity instead of traditional phone lines. A CRM system is a digital tool for storing and organizing information for easy accessibility, automation, and analysis.

Q: Does Salesforce offer VoIP?

A: Yes, Salesforce is one of the popular CRMs that offer a VoIP solution within its platform. That makes it easier to integrate your phone system with your CRM for the automatic syncing of data.

Q: Does HubSpot offer VoIP?

A: Among HubSpot’s functionalities is its VoIP software which allows you to make internet-based phone calls directly from the CRM which is where all the necessary customer information is stored.

Q: What are the most important features of VoIP CRM integration?

A: VoIP and CRM tools are both complex systems in themselves so the outcome of an integration should be easy usability. Any member of the sales team should be able to go onto the integrated system and do what they need to do, whether that’s following up with a contact by making an outbound call, sending an SMS marketing message to a subset of your contact list, or checking the company voicemail response time metric.