This enables users of Lunar CRM to drive powerful PBX and telephony functions from within the suite. These include desktop click-to-dial, appending call histories and complete recording of calls to customer records, and comprehensive call reporting, saving users time and enhancing customer service. The integration was done using SYNETY’s CloudCall API, which enables embedding of cloud telephony services in applications with minimal coding.
Both Lunar CRM and SYNETY’s CloudCall are available on a per-user, per month basis with no upfront capital expenditure needed and no software to install or maintain. The integration means that voice functions can be embedded into the CRM suite enabling complete records of phone transactions to be managed and accessed as easily as an email, providing instant access to and playback of calls for compliance, verification or training purposes.
Mark Seemann, CEO of SYNETY said: “Voice is a critical element of customer communications, so why should it be separated from other customer records in CRM or sales systems? Integrating voice into CRM software bridges this gap, providing an accurate record of calls that is accessible alongside the customer’s contact history, enabling staff to maintain more effective communication with clients. It also enriches the overall database by delivering a fuller picture of customer interaction. Our CloudCall API makes this integration easy, using just a few lines of code.”
Bradford-based life and home insurance specialist, Mooveinsurance.co.uk, is already benefitting from the integration. The company, which started using Lunar CRM in early 2012, has 30 staff, all of whom are now making outbound calls through SYNETY’s CloudCall, using click-to-dial from customer records in the CRM system.
Harjit Moore, Managing Director at Mooveinsurance.co.uk said: “The ability to call customers directly from our CRM system, and have access to complete records of voice transactions, has really boosted our efficiency. The call recordings are key to ensuring we are always compliant with FSA regulations, and the fact the entire solution is cloud-based, with no upfront capital costs, means it can quickly scale up as our needs grow.”
Lunar Media’s Director, Andy Bridgeman, said: “The integration was easy to implement using SYNETY’s API. Having the full detail of each telephone call captured automatically not only provides a comprehensive log of transactions and issues discussed with clients, it also cuts out inaccuracy and ambiguity and relieves the burden of data entry for staff. Voice integration with CRM helps to take the customer record to a new level.”
SYNETY’s CloudCall API enables the CloudCall set of cloud hosted telephony services to be embedded in almost any application using minimal coding, to support click-to-call capabilities, full call records and analytics, and call recording within application suites.
CloudCall offers a fully featured hosted business communications solution that delivers real cost savings and productivity benefits. The phone system operates as a stand-alone service over a broadband connection, using either SYNETY VoIP handset or softphones, or other VoIP handsets. It can be provisioned within a few minutes and installed, configured and running within 2 working days, offering a hassle-free alternative to line rentals with a competitive monthly service charge.
Additional built-in functions include web click-to-call-back, enabling sales or support calls direct from websites, reporting and analysis on usage and activity by user so entire workforces can be monitored easily and an integrated IVR / Auto-Receptionist to greet and help route incoming calls efficiently and professionally.