Bridging the gap between phone call and CRM
Kevin Robinson at Chrysalis Partners picks up the story: “The team needed a way to get customer data into their CRM quickly and easily. Their process at the time was to take pen-and-paper notes during sales calls then manually input everything into the CRM later on. It was slow and error-prone, so a much slicker, easier-to-manage system was definitely needed.”
Platinum Wave Campers was already a Mediahawk client, but Kevin was quick to realise the call tracking and marketing attribution software could be the answer to their challenge.
“I could see an immediate benefit for the team, in that Mediahawk can integrate with CRM systems and allow call handlers to input caller data into the CRM in real-time.”
Call tracking integration
Kevin got in touch with Mediahawk and after briefing the project, immediate progress was made.
“Murray, Head of Development, and Colin, Head of Client Services at Mediahawk were fantastic and suggested a great solution which used Mediahawk’s webhooks and Zapier to connect the software with Platinum Wave Campers’ new CRM. We did extensive testing and found the solution worked really well.”
Having given Platinum Wave Campers’ sales team an automated way to get customer data into the CRM, the benefits came thick and fast.
Efficiency improvements and clear ROI
“First off, they no longer have to write things down during a call,” enthuses Kevin. “As soon as the team pick up the phone, a record appears in the CRM ready for data input. Then all the information the team records during the call goes straight into the CRM.
“Repeat caller details are all searchable, too. So, the team can access a history of each caller’s conversations really quickly and easily.”
On the business benefits of this, Kevin is quick to comment: “On the sales process side, it means the team can spend much more time following up on new business leads and processing opportunities, rather than doing manual data entry. It’s a massive labour-saving and time-saving solution.”
He adds: “Another huge benefit is that now Platinum Wave Campers can measure – with full accuracy – exactly what the ROI is of their ad campaigns and other marketing efforts. They can see which phone calls and campaigns went on to become a sale.”
“Platinum Wave Campers are also using the call data they’re capturing for call handling optimisation purposes. It means they can streamline the sales process and provide a better customer experience for improved returns.”
On his relationship with Mediahawk, Kevin says: “Working with Mediahawk on this project was a very positive experience. The support we received from the Mediahawk team was invaluable – they were responsive and helpful at every step.”