Whether you’re a Salesforce power-user or a novice, you’ve come to rely on the power and reliability of the platform to run your business.
Aside from scheduling meetings, follow-up phone calls and keeping track of customers and prospects, perhaps one of the most important data points Salesforce illuminates is how leads are created and which marketing sources deliver them.
For most Salesforce users, leads are created through the usual channels:
- A sales representative manually creates or updates the lead;
- Marketing automation software feeds leads into the system;
- Prospects download web forms on your website and your backend system injects the information into Salesforce.
But what happens if a new or existing prospect calls in to your business?
Can you rely on the person answering the phone to accurately record how, where and when the caller found your business?
Integrating call tracking data into Salesforce solves these dilemmas and provides a treasure-trove of data points to better understand how prospects navigate through the sales funnel.
Call tracking as a middleware component also allows you to understand more of your prospect’s DNA. Imagine being able to see leads by phone call within your Salesforce lead reports. When you integrate phone call data you’ll immediately see phone calls as well as the corresponding keywords and marketing sources which generated them in a number of Salesforce reports.
Phone call data can be injected into a number of Salesforce reporting dashboards and is fully customizable to your particular needs whether your the CEO looking for an overview of lead sources or a sales representative trying to understand why a prospect has been calling customer support.
Here’s the simple upload form within the Mongoose dashboard:
Once you’ve connected your Mongoose phone call data with Salesforce you’ll be able to start analyzing how, when and why phone calls are coming into your business. Here’s an example:
By drilling down further into a lead generated by a phone call within Salesforce — as the following screen shot depicts — users can access a recording of the call, see which pay-per-click keyword generated the call, get the geolocation of the caller as well as caller ID and IP address.
By arming yourself with phone call data within Salesforce you’ll close more deals and learn more about how prospects are responding and interacting with your company.
Do you track phone call data within Salesforce? Please share your experience within the comments.
Tags: Call Tracking, CRM, salesforce
