Three Reasons You Might Not Like CRM Integration for Call Tracking

At Callbright, we’re big fans of CRM integration. It differentiates today’s call tracking from call tracking 15 years ago. It helps salespeople stay motivated. It does for call tracking what the heated steering wheel does for cars (translation: it adds oomph).

But you know what? There are actually some reasons CRM integration might not be a good fit for you. Here they are.

You Live for Data Entry

Do you get a thrill from entering the same data into multiple systems over and over? Do you love the way your carpal tunnel syndrome makes your wrists ache and your forearms go numb? Do you get a kick out of typos?

If you answered yes to any of these questions, you might want to avoid CRM integration. The reason is that as soon as a call comes in, the caller's information is automatically gathered and then synced with your CRM system. 

Do you know what that means? You’d have to kiss data entry and typos good-bye. Worse, your wrists and forearms would get a break.

You Don’t Mind Losing Lead Data

How do you react when a phone lead falls through the cracks and doesn’t quite make it into your CRM system? Do you:

1. Celebrate? That’s one less lead to keep track of!
2. Feel disappointed but shrug it off and wait for a new lead to come in?
3. Find out what happened, try to win over the lead and make sure it doesn’t happen again?

If you answered “a” or “b,” you might not see CRM integration as much of a benefit. Because phone leads automatically appear in your CRM, you don’t have to worry about remembering to enter leads into the system.

You Love Having Tons of Programs Open on Your Computer

Are you the kind of person who recognizes the benefits of having lots of programs open on your computer? It’s like a scavenger hunt sorting through the open windows for the one you need, and the system lag gives you time to grab a cup of coffee! You improve your mental focus when a lead calls in because you have to switch between your call tracking program and CRM to cross-check their data!

If you’re not looking to cut back on the number of applications you use on a daily basis, there’s no need to integrate your call tracking system with your CRM. Why? Because when you integrate the two systems, you can view or edit lead data from one central location.

Don’t identify with any of these statements? Great! Then mosey on over to our CRM integration page to see how it can make your life a little easier.  

The Mystery of the Missing Leads

Do you have a lead management mystery that needs to be solved?

If you've tried every lead generation strategy you can think of but still can’t seem to retain high-quality leads, you’ve sought out the right detectives. After looking over your case, we've found some clues that will help you get to the bottom of this quandary.

Clue #1: Lost Email 

Are your leads getting lost in your inbox? Once a prospect fills out an online inquiry form on your site and an auto-generated email notification arrives in your inbox, the clock starts ticking. Keeping track of those leads can be difficult, but it’s important, because the longer a prospect waits to hear back from a sales rep (if they ever do), the more likely they are to take their business elsewhere.

Clue #2: Lack of Lead Delegation

It's possible that if your leads are not getting hung up in your inbox, they're getting overlooked by your sales team. Many times there is miscommunication as to whose responsibility it is to call leads, resulting in nobody taking action. In fact, a study conducted by InsideSales.com showed that 40 percent of companies never respond to their web leads. (What a waste!)

Clue #3: Slow Response Time

One of the most important factors in capturing leads is how long it takes you to contact them. In fact, if you reach out to leads within five minutes versus 30 minutes of them filling out an online form, you're 21 times more likely to capture their business!

Don't make the mistake of wasting valuable time reading and filtering through email notifications while your prospects are passing the time by filling out inquiry forms on your competitors' sites. If the competition calls them first, that lead will slip through the cracks.

The Solution

We've cracked your case!

Now that we've put all the clues together, it's our professional opinion that a lead management software such as Lead Chaser would help you retain your leads.

Here’s how it works: The moment an online prospect submits a form on your website, Lead Chaser calls your predefined number. If we can’t get a hold of someone the first time, our round-robin routing capability allows us to route the call to the next agent on your specified rotation until an available agent is reached. When the system reaches a live agent, Lead Chaser uses text-to-speech technology to convert the contents of the form to a recording. Your agent then has the option to immediately call the prospect without even checking their email first!

Want more details? We've laid out our case findings in our SlideShare. Check it out to learn more about how to upgrade your lead management strategy.

Three Direct Mail Lead Management Tips for New-Vehicle Dealers

Despite the role of technology in today's marketing, a study by eMarketer shows that traditional methods like direct mail don't need to be traded in. (Who'da thunk it?)

If you want to prompt leads to start researching new vehicles, give your hottest new vehicles a prominent spot on a snazzy mailer (don't forget to include a tracking number!) and get ready.

As soon as John Smith finds your mailer in his mailbox and one of your shiny new models catches his eye, the clock starts ticking. After John researches that car that caught his eye on your mailer, he's most likely going to call your dealership, submit an online form or stop by in person. 

Here's the thing. You have to be prepared for John to take the next step at any moment by following the three steps below.

Lessen the Chance of Missing Calls

Did you know that new-vehicle shoppers cross-shop up to five different makes? If you miss John's call, that gives him plenty of time to call other dealerships. Uh-oh.

With enhanced call completion tools, John's more likely to get in touch with a representative the first time he calls (whew!). You'll be able to route phone calls to other numbers or locations if the main line stops ringing, and you can also set up round robin so calls will roll to the next representative if one doesn't answer.

Prepare for Leads

Help Scout says that phone reps only ask for a caller's name 21 percent of the time. Since 38 percent of customers say that personalization makes for a positive experience, make sure your reps know to get John's name and use it throughout the conversation.

In fact, you won't even have to ask John for his name if you use a desktop notification tool that tells you who your caller is and where they're calling from. By knowing this information, you can give John a happier customer experience and make him want to keep doing business with you.

Respond to Online Leads Quickly

When John fills out a contact form online, he's going to want some information pronto! Don't let slow response times drive John to get his information from a competing dealership. If you can respond within 10 minutes (auto replies don't count!), you'll triple your chances of John walking through your doors. 

A feature like Lead Chaser can help you improve your response times. Using text-to-speech technology, the tool will call sales reps immediately when John fills out the online form. After that, your rep can call John, already knowing all his information, and he might even still be browsing your site when you call (yep, it's that fast!). That'll give the rep more confidence on the call and impress John.

Once you've settled in with a lead management system, make sure your salespeople are equipped to handle leads. If your team is made up of different personalities, check out our tips on how to manage cat- and dog-like salespeople.