Why Should Businesses Consider Integrating their Texting Apps with their CRM systems?

Businesses across all industries have realized the significance of integrating a robust CRM (Customer Relationship Management) platform within their business ecosystem. With a powerful CRM in place, organizations can efficiently manage their customer relationships while enjoying operational efficiency by streamlining processes. Though, cloud-based CRM like Salesforce enjoys a great adoption rate by businesses of all sizes, most of them aren’t aware of the different beneficial integrations they could make use of.

One such integration that can boost organizational performance significantly includes the integration of messaging apps with CRM systems and the Smart SMS app is the perfect example of Salesforce SMS integration.

What is meant by SMS CRM integration?

CRM SMS integration happens when your business messaging platform and CRM system are unified via their APIs. With this integration, the two platforms can interact with one another, allowing them to share and sync data. This integration can enable organizations to:

Text Customers directly from the CRM System: For doing this, users need to click on the phone number listed by the customer’s name following which a widget or a chat window will pop up. The customer’s name and the number will get populated automatically in the window allowing users to send messages immediately.

Sync Contacts: With SMS CRM integration, CRM systems no longer have to function in a silo. For instance, if any sort of modification is done in the contacts and custom fields of a CRM system, the changes will automatically get updated in the messaging platform and vice-versa.  Some major messaging platforms can enter SMS into a CRM for maintaining additional records and can be useful if dashboards, reports, or machine learning capabilities are built-in within a CRM.

Add SMS to your CRM workflows: Premium CRM systems like Salesforce have robust workflow features like SFA (Sales force automation), email drip campaigns, and more. With such integration, text messaging can be included in the workflows as a trigger.

What Makes Smart SMS App Preferred Choice of Customers?

The Smart SMS app is a robust Salesforce messaging app that is 100% built natively on the Salesforce platform. The app empowers organizations to personalize their communication, streamline workflows, and eventually improve customer service by reaching out to them quickly and with advanced features. Here are some of the unique features that this robust and easily implementable app offers. Let’s take a quick look:

SMS Automation through Workflow: The sending of SMS can be automated by using a simple workflow configuration. By sending automated messages, the workflow can be simplified, which reduces the burden on the users/ sales reps resulting in an improved bottom line.

Send SMS/MMS in Bulk: Users can leverage this feature to send individual or bulk SMS/MMS in a batch of 200 from ListView on button click or using SMS/MMS interface. 

SMS scheduler: Sales reps can schedule the sending of messages (promotional, welcome, etc.) to customers based across different geographies and time zone. To schedule the sending of messages at a desired time and date, Sales reps would have to enter the name and the number of the intended recipient along with the date and time. At the scheduled date and time, the SMS automatically gets disbursed without the need for any manual intervention.

SMS Template: This feature can be used to create, modify, and use SMS templates easily by using any of the objects and associated fields. 

Final Words:

An SMS CRM integrated platform can be a powerful addition to any business. By enabling teams to leverage the contacts and reach out to them in an automated fashion but with a personalized touch will help organizations to improve their customer service, as well as their bottom line significantly.

About Author

Jaya Ghosh

Jaya is a content marketing professional with more than 10 years of experience into technical writing, creative content writing and digital content development. Her decade long experience lends her the ability to create content for multiple channels and across different technology verticals.