New Features Added to CRM System

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Hostcomm’s Contactflow CRM has a range of new features to help businesses relate to their customers.

These include workflow automation, which can handle tasks like sending follow-up emails or dispatching sales collateral with no user input. This reduces the risk of errors and leaves users to focus on making sales and delivering service.

ContactFlow CRM also includes integrated dialler capabilities. While telesales teams can work in the dialler separately from the system, their call dispositions can lead to follow-up events in the CRM system itself. For example, leads can be dropped directly into the CRM system, triggering workflow and continued contact from the customer care team. Similarly, leads from web forms can be inserted into the CRM, triggering outbound calling activity to close the sale.

In addition, ContactFlow CRM has a secure client portal, which acts as a means of interaction between businesses and their customers. In effect, customers themselves can log into an area of the CRM system to view their information, communication records, raise and track support cases, and upload documentation into a secure repository.

VoIP integration is another aspect of the system. One-click calling allows CRM system users to save time by eliminating manual dialling – they simply click the relevant telephone number in a customer record to initiate a call.

chris-key

Chris Key

“With everything moving to the cloud, we wanted to deliver a secure solution – hosted, but hosted on a dedicated server. As a result, we could give businesses control over their own databases, as well as firewall protection that just isn’t available on a shared server. As for features, we’d seen that a joined-up approach to the sales pipeline gets results, but achieving that seamlessness has traditionally meant paying for multiple packages at great expense. We realised there was no technical reason that a CRM system had to be so expensive – we could give people the advanced features they’d expect to integrate into an enterprise platform, without the expense,” said Chris Key, Director at Hostcomm.

Author: Megan Jones

Published On: 20th Jan 2016 - Last modified: 22nd Mar 2017
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