Dialing for Dollars: Hosted PBX Meets CRM

By Adam Stone | Posted October 23, 2009

You may never have considered combining your phone service with your CRM software, but doing just that has made one small business much more efficient and productive. VoIP Planet takes a look at how M5 Networks helps small businesses merge two seemingly unrelated technologies into a single, powerhouse sales tool.

Hosted PBX vendor M5 Networks recently launched M5 Connect, a new tool that can integrate its voice service into a user’s custom CRM application.

To understand the value of such a capability, it helps to talk to Scott Smith, CEO and owner of Biscuits and Bath, providing "total wellness for your dogs" in six Manhattan locations. Smith says his sales have grown 40 to 50 percent since tying M5 voice to his custom CRM solution.

The pet business receives 750 to 800 calls a day. Only half of those come from customers. The rest are applicants, media calls, vendors, and calls for employees. Smith needed to sort those out, to get the high-value customer calls directly into the hands of his most highly qualified sellers.

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