Keeping your customers happy and engaged is definitely a top-most priority for any small business in today’s hyper-dynamic marketspace. If your business does not have a great model to communicate with clients, you are sure to witness a dip in your customer ratings.

Most traditional businesses used to resort to the age-old CRM and ERP software systems to generate automated communication with customers. However, with the advent of technology, these methods have now proved to be ineffective and time-consuming. Getting a smart and intelligent business phone system should be the number one priority for your company to keep your customer base involved!

What is CRM?

CRM at its simplest is systems and processes for managing a company’s interactions with current and potential customers. When we talk about CRM we usually are talking about CRM Software. CRM software is used to organize, automate and synchronize sales, marketing, and customer service.CRM has developed to include all areas of the customer experience, keeping the customer happy and in turn keeping them loyal and more valuable to your business. It is the process of identifying potential leads/prospects, nurturing them, and guiding them through the sales process to close the business. Once they are a customer it is ensuring that you maintain that relationship and encourage repeat business – either more frequent orders or higher value. Also, CRM software helps you in understanding business insights and helps in collecting customers’ data. So you can learn more about your customers and find out grey areas where your business is lacking. CRM software can also boost the performance of your sales and support team, which in the end will result in an improved customer experience.

What is ERP?

Where CRM manages the customer, ERP is used to manage the business. ERP is a system for improving the efficiency of business processes. Like CRM, ERP allows for the rapid sharing of standardized information throughout all departments. Employees all enter information into the ERP system, creating a real-time, enterprise-wide snapshot. Problems in any area will automatically create alerts in other affected areas. This allows departments to begin planning for issues before they become a problem in that department. In short, by allowing the business to focus on the data, instead of the operations, ERP provides a method for streamlining business processes across the board. Microsoft Dynamics NAV and Microsoft Dynamics for Finance and Operations can directly integrate with  Microsoft Dynamics 365 for Sales.

Cloud-based phone systems could prove to be a miracle tool for your company – they are the best way to keep your team members, clients, external parties, and stakeholders connected in an economical manner. In fact, research has predicted that by the year 2020, there will be around 204.8 billion global corporate subscribers and the PBX phone systems industry will enjoy the revenue of over $86.20 billion.


You may be wondering how a business phone system can keep your customers better engaged and provide higher quality service? Well, cloud based phone systems can fuel efficiency by reducing wait times, handling support calls promptly, and kicking up overall business growth.

Here are some incredible ways through which your company can manage customer engagement better with PBX phone systems rather than conventional CRM’s and ERPS:

1. Handle High Volume Calls with Ease-

One of the best benefits of virtual phone numbers is that they can handle a huge number of customer calls with ease. Multiple calls can be routed and connected simultaneously – thereby keeping your customers happy and satisfied. There are no long waiting queues and hence, your valuable clients do not waste precious time. All queries and doubts can be effortlessly cleared and client delight remains at an all-time high – so get your organization a PBX phone system now to reap some gigantic benefits!

2. Integrates with All ERP and CRM Systems –

Another amazing advantage of cloud-based phone systems is that they are highly compatible and integrate with all existing ERP/CRM systems in the organization. This helps managers to maintain a consolidated and unified central database of all customer contact information, previous call history, and purchase preferences, which will help in relationship marketing in the long run. Therefore, your organization can provide the best quality service through a smart business phone system, and all your customer information is also harnessed in the best possible way – getting a virtual phone number is surely a win-win situation for any small business!

3. Employee Availability Round the Clock-

Automated PBX phone systems have advanced features such as virtual attendants that allow customers to be independent and connect themselves to the desired extension number. Your prized clients do not remain restricted to organizational timings or company working hours – they can get in touch with support representatives throughout the day! Virtual phone numbers escalate accessibility levels to great heights and make sure that there is never a time that team members are not available to customers at any level. So, it’s time to get a world-class virtual phone service provider that will keep your customers thrilled and pump up your company ratings!

4. Cost Savings –

Cloud-based phone systems mean that a lot of your business communication requirements are now automated – this reduces the requirement of maintaining a large staff for customer service needs. Businesses also save tons of money on inflated phone bills, as virtual phone numbers have extremely cheap and inexpensive calling plans. Sending voice data packets over the internet is much more cost-effective than traditional landline numbers – so invest in a cloud-based system to save huge amounts of money for your company and increase your bottom-line profits!

The customer is king – and every organization today needs to take huge steps to forge a strong relationship with its customer base. Move over from traditional ERP and CRM Integrations systems which are limited in their approach, and adopt a multi-dimensional PBX phone system that can be integrated with existing organizational resources.

Virtual telephony is the future of business communication – make sure to keep your customers engaged in all aspects through this revolutionary technology!

Updated : October 18, 2021


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