Keeping sales and support teams in sync

Using Seamless to keep CRM and helpdesk / support desk apps in sync

Better data leads to better decisions

If a sales person were to phone an existing customer trying to upsell additional product, and the customer replied "But what about the 3 open support tickets?" that'd be awkward.

Many of our customers have chosen "best of breed" systems to perform key business functions, e.g. a CRM for sales, a helpdesk system for support management, a core line-of-business sytem for operations, etc.

In a world where data is distributed into a range of different applications, it is quite likely that useful information is not available to the sales team when they need it.

 

Every user may be making customer decisions

The sales person avoiding an awkward phone call is easily imaginable.  But it is not just the sales team who are speaking to customers. Providing account information to the support team can also act as an enabler.

The support team are handling inbound queries which may result in a request for support. One common Seamless sync scenario is updating the support desk with license/entitlement information. This information is often mastered in CRM. Seamless is used to sync this into the helpdesk so that the agent can be confident that the customer is entitled to the support they're requesting.

 

Keeping sales and support in sync with Seamless

Seamless can sync data between CRM and helpdesk systems.

Seamless can be used to ensure that the sales team, using CRM, can see incidents logged by their customers. Having access to incident information ensures that the sales staff are well informed before and during any outbound calls. Additionally, on a sales call, there may be a need to update the incident with a comment/note, this can be synced by Seamless too.

Seamless typically keeps Company/Account and Contact information in sync between both systems. Updates made in one system are reflected in the other and vice-versa. Tickets are kept in sync from the helpdesk to the CRM. License/entitlement information can be kept in sync from the CRM to the support desk.

Better data is not just about sales and support

Keeping Accounts, Contacts and Tickets in sync is about more than the Sales and Support teams. In essence, a master customer record can be built by bringing data from various sources into the CRM and by disseminating data from CRM to where it is needed. This can improve data consistency throughout the organisation, enabling better informed decision making wherever this data is relevant.

Additionally, better data will help an organisation meet a range of regulatory commitments. Ensuring there is a master record of data - including contact preferences - which can be applied through all marketing/customer engagement systems will help organisations meet personal data privacy regulations.

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