CRM integration

CRM stands for customer relationship management. Data flows in both directions: before or during the call, the assistant reads who is calling and what was discussed last. After the call it writes a note, creates a contact or sets up a task for the team.

The benefit is that nothing is captured twice and the summary ends up where the team works anyway. It has to be clarified which fields the assistant may read and which it may change. Write permissions should be kept narrow so that a misunderstanding on a call does not overwrite master data. Matching by phone number only works if numbers are maintained consistently in the CRM and the caller’s number is transmitted.