| Client | Necdet Yapı |
|---|---|
| Sector | Industry and manufacturing |
| Scope | CRM infrastructure, VoIP-based PBX built from scratch, PBX and CRM integration |
| Technologies | VoIP, CRM infrastructure and PBX integration |
About the Project
For Necdet Yapı we set up a VoIP-based PBX (phone system) from scratch alongside a CRM infrastructure, and integrated the two systems. In businesses with intensive sales and customer communication, much of the information about customers is generated in phone calls. When these calls run separately from the recorded customer information, the business is left with an incomplete picture. In this project we treated the CRM and the PBX not as separate jobs but as two parts of the same customer communication structure.
The Need and the Problem Solved
In businesses with intensive sales and customer communication, calls that run disconnected from the CRM lead to information loss. When a call with a customer is not linked to their record in the CRM, the person who speaks to that customer later may not know about the earlier conversation; the customer’s history ends up scattered across different places. In projects of this kind, the points to solve are:
- Keeping customer information in a central CRM infrastructure
- Moving telephone communication onto a modern, manageable PBX infrastructure
- Making the PBX work integrated with the CRM
The problem is not only information loss; for the customer, having to give the same information again and again also lowers the quality of communication. Bringing calls and customer records together in one place saves time for both the business and the customer.
Our Solution
The scope of the work consists of three components:
- CRM infrastructure: gathering information about customer and sales processes in a single structure.
- VoIP-based PBX system: setting up telephone communication from scratch on an internet-based PBX.
- PBX integration: the connection between the PBX and the CRM, so that calls can be handled within the same structure as customer records.
By handling the CRM and the PBX together, we brought customer communication into a single structure. The advantage of setting up both systems together is that integration can be planned as part of the design from the start rather than as a bridge added later. VoIP-based PBX systems make it possible to manage telephone communication over internet infrastructure. Because such systems are software-based, integrating them with other business systems such as a CRM is far more feasible than with classic PBXs. Building the PBX from scratch in this project also let us plan the integration from the very beginning.
Technologies Used
- VoIP: the internet-based voice communication infrastructure on which the PBX is built
- CRM infrastructure and PBX integration: bringing call and customer information together in the same structure
Process
The steps below describe the general order we follow in CRM and PBX projects:
- Analysis: in projects of this kind, we map the business’s sales and customer communication flow, who communicates with which customer and how, and which information needs to be recorded.
- Design: the CRM structure and the PBX setup are planned together, with the integration points considered from the start.
- Setup and development: the CRM infrastructure and the VoIP-based PBX are set up and the two systems are integrated.
- Go-live: in transitions of this kind, moving telephone communication to the new PBX without interruption and getting users used to the new structure are carried out in a planned way.
Results and Benefits
Customer communication was brought together in a single structure in which the CRM and the PBX work together. Calls and customer records no longer run disconnected from each other. We do not share measurable outcome data for this project. To summarise qualitatively: the business’s telephone communication and customer information are now part of the same structure. We applied a similar integrated approach in the iddaa.com CRM and dealer portal project, where we brought the dealer network onto a single platform.
Discuss a Similar Project
If you want to set up your CRM and phone system together or integrate your systems, take a look at our CRM software and IT outsourcing services. Let’s talk about your project: tell us what you need and we will prepare a written proposal covering scope, timeline and cost. Call us on +90 850 335 10 87, message us on WhatsApp, email info@360-soft.com or use our contact page. You can also browse our other case studies.
This case study is a localized version of our reference page in Turkish: Türkçe.
