A slideshow of our Integrating Communications into CRM Webinar. In this presentation, you'll read: CRM and "spectrum of communication" overview, an overview of Twilio, architecture for CRM + communications, hear some of our customer use cases and learn about a solution that our partner RingDNA implemented.
3. Agenda
• CRM
and
“spectrum
of
communica6on”
overview
• Twilio
overview
• Architecture
for
CRM
+
communica6ons
• Customer
use
cases
• Partner
solu6on:
RingDNA
3
4. Defini6ons
• CRM
=
Customer
Rela6onship
Management
• Integra6ng
Communica6ons
with
crm
–(oGen
referred
to
as
CTI,
computer
telephony
integra6on)
4
–Simple
examples
• Recognizing
your
customers
when
they
call
• SMS
messages
for
marke6ng
and
appointments
• Automa6ng
sales
calls
–Advanced
examples
• Adding
communica6ons
into
your
core
product
–
in
browser,
in
an
app,
in
a
car
• Salesforce,
home
grown
crm,
opera6ng
data.
• Every
business
has
data
about
customers.
6. CRM
without
silos
• A
tradi6onal
model
considers
contact
centers
a
cost
center,
and
CRM
as
a
database
• Evolved
CRM
integrates
communica6ons
and
CRM
components
–and
“CRM”
is
a
customer
experience
embedded
into
your
product
6
8. Integrated
CRM
communica6on
examples
(transi6on)
8
Moving
things
off
of
a
high
level,
we
are
now
going
to
talk
about
specific
examples.
Dive
deep
into
one
in
par6cular,
and
th
-‐-‐
it
9. Integra6ng
CRM
paUerns
• Embedded
in
CRM
applica6on
–Example:
Zendesk
Voice,
Salesforce
Open
CTI
–Benefits:
close
integra6on
with
CRM
data
–Drawbacks:
Development
environment
dependent
on
CRM
• Integrated/outside
of
CRM
–Examples:
RingDNA,
IVR
–Benefits:
More
flexible
placorm,
na6ve
mobile
devices
–Costs:
Mul6ple
applica6ons
9
10. Screen
Pop
• Recognizing
your
caller
on
a
inbound
call
• Rou6ng
them
to
the
best
place
• Gree6ng
them
by
name,
shortening
authen6ca6on
process
10
11. ROI
on
screenpop
• Screenpop
with
Salesforce
and
Twilio,
embedded
CRM
–ROI:
recognizing
inbound
callers
»Call
Center
with
500,000
calls
per
year
–Iden6fying
inbound
callers
can
save
1
minutes
per
call
–(500kminutes
/
75000oncallminutesperagent)
=~
6.6
FTE
savings
11
12. CRM
for
Sales
and
marke6ng
–
Genera6ng
a
local
number
for
a
outbound
call
–
Reducing
the
amount
of
6me
to
click
and
call
a
customer
12
13. Why
Twilio
for
CRM?
–(transi6on
slide)
13
Do
a
brief
intro
about
why
Twilio,
for
CRM
specifically,
before
launching
into
our
placorm
and
how
it
works
• Excep6onal
flexibility
-‐
API/placorm
approach
• Build
for
the
Future
–Communica6ons
in
your
website
–Mobile
+
CRM
convergence
–Black
box
silos
don’t
work
anymore
15. <say>
<dial>
Telecom The Internet
PSTN PHONE CALL
TTS CALL FORWARDING
HTTP
Closed Networks, Complicated Protocols, Private Contracts Web standards, Open access, Easy to scale, Rapid development
What is Twilio?
PHONES / TELECOM NETWORK
INCOMING PHONE CALL
WEB SERVER
18. Customer
use
cases
(transi6on
slide)
18
Moving
things
off
of
a
high
level,
we
are
now
going
to
talk
about
specific
examples.
Dive
deep
into
one
in
par6cular,
and
th
21. Twilio
powered
Solu6ons
• RingDNA
21
RingDNA
is
built
with
Twilio,
and
specifically
integrates
with
Salesforce
sales
data
and
has
some
unique
features.