CRM and CTI Integration
in Salesforce

Introduction

Industry

Mortgage

Products

Sales Cloud
CTI

Capabilities

Build and Implement

The client company is the leading name in the industry of Brokerage and Mortgage in North America. They are looking forward to a platform to manage their business process, which involves lead capturing from various sources such as website, phone, emails, and SMS. And also managing debtor’s accounts and payment reminders.

Project Challenges

Project Challenges

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Following are the challenges which they were facing:

  • Reduced Sales: The client was witnessing a steep decline in sales. The lead conversion gradually declined even though the number of leads entering the system was on the surge. 
    Also, closing deals between Customers and agents prolonged for many days, creating resource complexity for the organization.
  • Personalizing Response: Customer’s survey forms pointed towards customers’ dissatisfaction due to lack of personalization and response delays by the agents.
  • Call Automation & Other Functionality: Calling different customers by manually entering their number every time was consuming a lot of time for the agents. Agents were not able to forward calls to their supervisors when it was required crucially.
  • Resource Allocation:  Agents were assigned manually based on the queue. There were no criteria involved, and this process created setbacks for the agents who had more expertise on the subject and had a high probability of closing a particular type of lead. 
  • Internal Communication: No medium for Internal communication between sales representatives was creating a setback in closing clients. 
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Project Solutions

Project Solutions

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We implemented the following solution to overcome the above challenges for our client.

  • Reduced Sales: We identified the shortcomings of the current system and created a solution using Salesforce and CTI, which helped clients increase the lead conversion ratio. We also created different automation which was triggered if the agent does not respond to a lead.

Project Results

Witness the increase in productivity and reduction in time upon successful delivery of the project.
Lead conversion increased by
40%
Increase in customer satisfaction by
60%
Company sale increased by
30%
Productivity of the sales team increased by
45%

Client Review

Agile, Personable, and Easy to Work with!
Cyntexa’s team always exceeded expectations. The project was delivered ahead of schedule and under the expected cost. They get an A+ for their work.

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