SMS text messaging is playing an increasingly important role in business communications. Many companies that utilize customer relationship management (CRM) systems recognize the benefits of integrating SMS text messaging into their communications platforms. TrueDialog, a leading SMS text messaging services provider, has been recognized for its seamless native-level SMS integration for Salesforce and Microsoft Dynamics CRM systems.
Benefits of SMS/CRM System Integration
Integrating SMS text messaging into a quality CRM platform provides benefits in three key areas. Sales and customer service representatives enjoy more seamless communication with clients. They can quickly view a client’s complete service history without laboriously switching between communications modes.
Sales reps can easily move down a different path, text messaging clients and prospects without leaving the Salesforce CRM or Microsoft Dynamics CRM platforms. Fewer clicks and distractions can result in more closed deals and realized revenues.
Numerous repetitive tasks are ripe for elimination, while many remaining functions are streamlined to maximize limited resources. Collectively, this powerful SMS/CRM integration enables greatly improved client service, which helps drive growth and enhance fiscal health.
More Efficient Unit Operations
Improving operational efficiency means making the best use of available personnel and technology. By integrating SMS with your CRM, busy sales team members receive immediate notifications of incoming leads or customer account issues without having to switch between platforms.
Armed with this information, each sales rep can quickly review the CRM database before interacting with the client. There’s no need to flip back and forth between call, email, and text histories because all three client communications modes are combined into one unified CRM record. This time-saving functionality also eliminates the need for laborious post-call research and subsequent phone tag to deliver a situation update.
If the customer chooses to text rather than talk, the sales rep can easily send a text message from the Salesforce or Microsoft Dynamics platform. This message is immediately noted as a CRM event, eliminating the need to duplicate the exchanges in several systems.
This increased efficiency also translates into more sales and service opportunities. With TrueDialog’s SMS integration, sales reps spend less time on each call, freeing them up to interact with more clients and prospects. On the service side, customer service associates can resolve more customer issues, turning problems into desirable upsells and retention.
Time-Saving Workflow Automation
Workflow automation can take numerous forms and, collectively, can add up to impressive time savings. Whether the SMS integration results in faster client response times or spurs timely notifications and records updates, each small improvement results in more time available for higher-value tasks.
Improved Customer Service
Responding to customers more quickly increases a company’s sales conversion prospects. In fact, studies have demonstrated that if a business responds during the first hour after initial contact, they’ll obtain seven times more leads than a company that doesn’t respond with the same sense of urgency.
To enable an effortless response, TrueDialog’s Contact Center Solution brings sales representatives, help desk associates, and other employees together in multi-user threaded SMS conversations. The company’s “cross code” technology enables one text thread to contain both short code and long code messages.
Taking a broader view, an enterprise-level business can easily combine mass SMS marketing communications with personalized one-to-one texts. This flurry of text messages can occur in a single thread that provides a superior customer experience.
Automatic CRM Records Updates
Previously, a text-sending employee had to enter those identical details in one or more CRM records. However, TrueDialog’s enterprise-level texting solution has changed that. Now, the integration software automatically translates those characters into CRM leads and places that information into the correct customer account.
TrueDialog has engineered “native” SMS integration for Salesforce and a native SMS integration for Microsoft Dynamics. Each effortlessly blends enterprise-level texting into a prebuilt Salesforce or Microsoft Dynamics CRM platform. As a result, each platform’s users will benefit from having their text messaging data automatically sent to the respective CRM database as well as have the ability to send text messages directly inside the platforms.
High-Energy Marketing Campaigns
Companies that use SMS messaging for mass texting and opt-in SMS marketing campaigns have reported outstanding results. This highly affordable medium generates a much better rate of return on investment (ROI) than traditional advertising media. Text messaging also offers an impressive 97 percent open-and-response rate compared to marketing emails’ 20 percent maximum rate.
Target Audience Identification
The success of any marketing campaign depends on delivering the message to the proper target market. TrueDialog’s native integration of SMS text messaging with well-known CRM systems greatly simplifies market segmentation. This capability enables companies to run multiple marketing campaigns at the same time.
Innovative Marketing Strategies
Companies accustomed to running email marketing campaigns can now add SMS marketing to their media mix. When businesses integrate text messaging with Salesforce or Microsoft Dynamics CRM systems, they have the ability to deploy both email and texting campaigns without a hitch. When texting prospects respond, sales reps can convert a mass text message into personalized one-to-one communications.
Customized Report Generation
After carefully analyzing a marketing campaign, a company can retool its marketing tactics to gain better results or meet a market’s changing needs. TrueDialog’s pre-built SMS integrations feature an impressive collection of reporting options designed to ferret out relevant data and identify important metrics. Custom reports can bring important findings and trends to light.
Choosing the Right SMS Integration
Many businesses may seek to augment their Salesforce or Microsoft Dynamics CRM system with SMS text messaging integration. If so, several important issues deserve close consideration.
Native vs. Non-Native Integrations
First, know that each SMS text messaging provider may have its own definition of “native integration.” In the literal definition, a “native integration” means that a CRM provider has utilized its own development framework and tools to build and incorporate the SMS text messaging tool. In other words, the user can access the SMS texting tool from within the CRM system.
Other SMS text messaging providers may boast that their SMS application is a “native integration.” In reality, however, the “native” SMS product frequently consists of data connections that link the CRM platform and the vendor’s SMS application. Other companies utilize background automation tools that link the CRM to the messaging service. These tools can add an extra layer of expense to each message sent, require additional steps to send and receive text messages, and frequently cause service delays.
Three Advantages of a TrueDialog “Native SMS Integration”
When a company combines a natively integrated SMS texting solution with its Salesforce or Microsoft Dynamics CRM system, it can bypass the learning curve and extra costs associated with a third-party solution. In turn, this enhances productivity and decreases the IT department’s workload.
Natively integrated SMS texting applications also offer better performance than those linked to third-party platforms. If the SMS application is hosted in the cloud, the downtime risk is even lower. A natively integrated SMS texting application offers enhanced security and stricter data access control. These enterprise-level SMS texting solutions have a minimized risk of data breaches. Finally, data never migrates to potentially risky third-party servers.
Why TrueDialog Offers the Best Native SMS Texting Integration
For enterprise-level companies ready to integrate SMS texting into their Salesforce or Microsoft Dynamics CRM system, TrueDialog’s pre-built platform is an ideal turnkey solution.
More specifically, TrueDialog has developed its proprietary “cross code” technology, which enables mass short code text messaging and two-way conversations in the same thread. To guard against accidentally sending texts to opted-out contacts, TrueDialog has invested in a duplicate cloud-based database geared toward its compliance-focused customers.
TrueDialog serves thousands of customers who send hundreds of millions of text messages each year. Looking at the big picture, TrueDialog’s Five-Star Related SMS Texting Solution has proven its value with enterprise-level companies and small businesses alike. Now, integrating this powerful package with the Salesforce and Microsoft Dynamics CRM systems has taken TrueDialog’s industry capabilities to an entirely new level.
Dil Bole Oberoi
