How Salesforce CTI Integration with 360 CTI Helped a Firm to Expedite Property Sales

Call management matters in every business. After all, calls serve as a crucial communication channel for all businesses, regardless of their vertical. The better you handle calls, the more conversions you drive, which ultimately leads to more revenue. 

This is not just a simple statement that better management of calls can help you with improved revenue and growth figures; we have enough evidence to substantiate this statement.

When every call is handled in the best way,  it becomes extremely convenient to drive customer engagement and maximize sales.

After reading this, surely you will be interested in understanding- HOW?

Today, we have got a real-life success story of a real estate firm that utilized 360 CTI for Salesforce CTI integration and elevated their real estate operations to new heights.

Let’s dive in.

About the Company

The client is a widely recognized and leading name in the real estate business, and it is hailed for developing very fine contributions with assured quality, sustainability, and customer satisfaction. It is by those very legacies of excellence and visionary forward thinking that this client has been able to literally help change the landscape of real estate, thereby bettering the lives of millions with each new innovative and groundbreaking project.

Our client, having a continuous pursuit of excellence, felt the need to drive further efficiency within their sales team, develop more customer engagement strategies, and fuel growth. They wanted to adopt CTI integration in Salesforce (Computer Telephony Integration) not just for the workflow of sales but also to equip the sales rep with advanced tools and insights to create better customer connections.

Our client wanted to leverage Salesforce CTI to optimize sales workflows, thereby increasing the efficiency and productivity of their team.

Challenges Faced Before Using Salesforce CTI

Communication Fragmentation: 

Communication fragmentation was one of the client’s challenges. Essentially, this meant that information didn’t flow smoothly within the company. This thus came to pose a problem in effective collaboration among the sales team members. In the process of handover, most crucial information might have been lost or bottlenecked, and this would lead to reduced productivity and ineffectiveness on the part of the sales team. This called for ways through which the client was to effect communication improvement, data management streamlining, and cohesive and collaborative work environments for the sales team.

Limited Customer Insights: 

The client had a restricted understanding of customer behaviors and preferences. This means that they did not have access to detailed information regarding their customers, and thus it would not have been possible for them to completely understand the detailed wants and preferences of these customers. More simply, without enough details, it was difficult to provide customers with personalized experiences or build solid relationships with them. Therefore, the client needed solutions to be able to increasingly build more capability to collect and analyze their customers’ data in real-time in order to provide more personalized experiences and drive better customer relationships.

Inefficient Lead Management: 

Another area that the company struggled with was lead management, which could loosely mean proper monitoring or following up of probable leads through a sales pipeline. This usually meant fine-tuning the systems and processes so that no opportunity was lost and leads were managed at the right point in time and with maximum effectiveness. 

Shortcomings of the Existing System

This was noted by the client in their existing systems since they adopted traditional communication channels—in most cases, email and phone—such that data became disparate and slowed down, proving hard to track customer interaction. When it comes to calls, after analyzing around 10,000 businesses, it has been observed that around 22% of calls are missed. This is something that leads to missed opportunities as well.

Manual lead tracking in spreadsheets, needless to say, only made the problem worse. This resulted in all manner of mistakes, missed opportunities, and inconsistent lead nurturing. These have now become calls for much more streamlined and automated solutions toward communication and lead management to enable maximum advantage in efficiency and better capitalization on sales opportunities.

Solution Implemented- Salesforce CTI

Implementation of Salesforce CTI with 360 CTI

#1. Salesforce Native Setup

360 CTI helped the client with easy and quick Salesforce CTI integration within Salesforce without the need for intricate configurations or customization. The primary goal was to centralize customer data, streamline workflows, and foster seamless collaboration among members of the sales team, which they achieved successfully.

#2. Leveraging 360 CTI

Secondly, by leveraging 360 CTI, the client sought to enhance their CTI integration in Salesforce with advanced calling functionalities, comprehensive call analytics, and automated lead capture capabilities directly within the Salesforce platform. This integration enabled real-time insights and empowered the sales team with enhanced communication capabilities. Ultimately, this led to improved efficiency and productivity in customer interactions and lead management.

#3. Automated Call Logging and Lead Capture

This entails automatically recording all sales team calls and directly linking them to customer records in Salesforce. By automating this, there was no need for manual data entry, ensuring accurate call history in the CRM system. This saves time for reps and ensures critical customer interaction information is readily available for future reference and analysis.

#4. Real-time Call Analytics

Salesforce telephony integration using 360 CTI provides real-time call analytics that offers immediate insights into call performance metrics. Sales managers can monitor metrics like call duration, frequency, and outcome as they happen. This helped them identify coaching opportunities and optimize sales strategies on the fly. Leveraging real-time analytics helps sales teams continuously enhance their engagement with prospects and customers.

#5. Quick Communication

This involves using click-to-dial and auto-dialing features to streamline outreach and quick communication with prospects. Advanced CTI integration in Salesforce offers Click-to-dial that enables reps to initiate calls directly from Salesforce with a single click, eliminating manual dialing. Auto-dialing automates dialing multiple numbers in sequence, facilitating efficient outreach to many prospects. Leveraging these features improves engagement, boosts conversion rates, and enhances customer satisfaction.

Impact of using 360 CTI for Salesforce CTI

360 CTI has transformed various aspects of business operations, delivering tangible benefits across key areas:

Improved Sales Efficiency

By streamlining communication and automating lead management, 360 CTI has boosted sales team productivity and reduced response times, enhancing overall efficiency.

Enhanced Customer Engagement

Through personalized communication and timely follow-ups facilitated by 360 CTI, customer satisfaction has soared. This has led to stronger relationships and increased sales opportunities.

Revenue Growth Using Salesforce cTI

The cumulative effect of enhanced sales efficiency has improved lead nurturing. Targeted marketing campaigns have driven substantial revenue growth, demonstrating 360 CTI’s significant impact on business outcomes.

Salesforce cTI for Real estate Operations

Salesforce telephony integration with 360 CTI has transformed their property sales operations. This has made sales effective and made customer interaction stronger with data consolidation, optimal workflow routing, and improvement in collaboration. Real-time analytics and personalized communication speed up their sales and increase revenue. Technology was set up for even more success in the real estate sector. They continued to create transformational experiences and drive excellent results in sales. Are you ready to reap the advantages of an advanced CTI? Reach out to us at care@360smsapp.com or click here to contact us.