How does Mobile2CRM work ?
A cloud-based service
Upon company registration to Mobile2CRM, it gets a new mobile business profile per each employee.
Each employee, that is assigned with a new business profile, downloads the Mobile2CRM mobile application to his mobile device and starts using it for his work-related interactions.
Using the business profiles
Employees with assigned business profiles, download the Mobile2CRM mobile application from either Google PlayStore, or Apple AppStore, or via the company's MDM system. Once installed, they can start using their new real business mobile number with full capabilities. The service is mobile natural, and is not based on VOIP. It enables incoming and outgoing calls, incoming and outgoing SMS, and optionally an IM business profile (For example, additional WhatsApp business profile).
Managing business numbers
The Mobile2CRM application service includes a management system enabling companies to manage the assigned business profiles. They assign features, capabilities, authorizations and numbers to employees, review the assigned profiles and their activities, De-assign and re-assign profiles.
InBound and Outbound calls
When an employee receives a business call/SMS to his mobile phone, this call is marked. In this way the call is identified as an inbound business call.
When the employee performs a business call, he uses the Mobile2CRM application. In this way, the call is identified as an outbound business call.
Only calls that are performed to/from the business profile are logged in the CRM system. Other private calls to the regular private SIM number are not logged. Mobile2CRM does not have the capability nor the need to capture private calls what so ever.
During the setup of Mobile2CRM, it is integrated with the organization's CRM system. As a result, each assigned business profile is automatically registered into the CRM system. When this business profile is used, Mobile2CRM automatically captures the call/SMS, transfers the meta data (time and date, calling/called number, and additional optional parameters like call location, call quality, etc.) to the CRM. In addition, the call's recording and SMS content are available in the CRM system. All information is attached to the relevant customer’s record and associated with the relevant employee. As a result, all employees' mobile activities (regarding voice calls, SMS, metadata and optionally IM) are recorded as part of the customer journey automatically. Reports like unanswered incoming calls (which may be potential leads) and mobile usage are immediately available for employees and their managers under the business number. This information is essential in order to efficiently manage new leads, manage existing customers, and improve the quality of service. Enhanced capabilities such as analytics, BI and AI may be applied in order to improve sales and customer satisfaction.
Manage company-owned mobile devices
If your company owns mobile devices that are used by your employees, you can fully manage, document and record their activities with Mobile2CRM.
In this case, all calls and SMS on such devices, including both business and private calls and SMS (using your existing mobile number) are recorded and documented in the CRM. Contact us for additional details.