Telephony for CRM: IP telephony integration

In Uzbekistan, the telephone call remains one of the main sales channels: the client calls based on an advertisement, clarifies the price and availability, arranges delivery - and the decision to purchase is often made during the conversation. The problem is that without the integration of telephony with CRM, all these calls hang in the air: it is not clear who called, how many calls were missed, what was agreed upon with the client and which manager is handling it. Integration of IP telephony with CRM closes this hole: an incoming call immediately raises the client’s card, the conversation is recorded and linked to the transaction, missed calls turn into tasks to call back, and the manager sees statistics for each manager. Below we look at why calls to CRM are critical for businesses in Tashkent and throughout Uzbekistan, what the integration of telephony into Taska provides and how to connect it on a turnkey basis.

Why calls matter in UZ sales

For most companies in Uzbekistan, the phone is still the closest thing to money: it is called by hot customers who are ready to buy here and now - from an ad on OLX, from a website, from a business card or after an advertisement. In a conversation, a person asks questions, bargains and makes a decision, so it is the quality of the call that most often determines whether a sale will take place or not. When calls go past the CRM - to personal mobile managers or to an office device without accounting - the business sells blindly: you can’t see the number of calls per day, or the number of missed ones, or which of the employees is actually working and who is draining hot clients. Telephony integration turns calls from a black box into a managed sales channel with clear numbers and an area of ​​responsibility for each client.

Where money flows without integration

When telephony is not connected to CRM, a business loses revenue unnoticed - everything seems to be working until you count the missed calls. Every missed or forgotten call is a hot client who called from an advertisement you had already paid for and went to a competitor. The greater the flow of requests and the more managers, the more frequent such losses are and the more difficult it is to understand where exactly money is being lost. Here are the typical failures that we see in companies before implementing telephony in CRM:

• The client called, did not get through or got on a busy line - no one called back, the application was lost.
• It is unclear how many calls there were per day and how many of them were missed - the flow of calls is not counted anywhere.
• There is no recording of the conversation: in the event of a dispute or repeated contact, no one remembers what price and terms were given to the client.
• Calls go to personal mobile managers - an employee quit, and client contacts left with him.
• The manager does not see who calls how many times, how quickly he answers and how he works—there is nothing to evaluate the work with.

What telephony gives in CRM Taska

Taska connects IP telephony directly to the sales funnel, and the call ceases to live separately from the transaction. An incoming call instantly raises the client’s card - the manager, even before answering, sees who is calling, at what stage of the transaction and what was agreed upon before, and the new number is immediately entered as an application in the funnel. Outgoing calls are made in one click directly from the client’s card, without manually dialing a number, and the recording of each conversation is tied to the transaction and stored in history - it can be raised in case of a dispute, transferred to an intern for training, or checked what exactly was promised to the client. A missed call automatically turns into a task to call back with a reminder, so no hot client is left unanswered. And the manager sees statistics on managers: the number of calls, the number of missed calls, response time and duration of calls - contacts and history remain with the company, and not in the personal phones of employees.

How does this strengthen sales control?

In practice, calls to CRM solve two managerial tasks at once - control and quality. Statistics on response time and the number of missed calls immediately show which managers pick up the phone quickly, and who loses hot clients, and how many requests generally come from advertising - these figures can already be used to calculate the cost of a lead and the return on investment of channels. Recordings of conversations provide a second support: the head of the department selectively listens to calls, sees how managers work out objections and close deals, and pulls up the weak using real examples, and not based on feelings. Then everything is connected into one circuit: the call picks up the card and moves the deal through the stages of the funnel, payment goes through the usual UZ Payme and Click in UZS currency, and after payment a task appears for execution - to collect and ship the order. The entire customer journey from the first call to the completed order takes place in one system, without losses at the intersections of telephony, sales and finance.

Let's connect telephony to your CRM

The connection is simple: you leave a request, we call you, analyze your current call flow and connect your IP telephony operator to the Taska funnel. Next, we set up integration for your sales department - pop-up customer cards, outgoing in one click, recording conversations, tasks for calling back missed calls and statistics for managers. We do the launch on a turnkey basis: we launch the basic script in a matter of days, and the first MVP in 14 days. Submit a request for a free consultation and we will show you how to stop losing calls and take control of your sales department.