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Salesforce Custom PBX Integration

SmartChoice LLC is one of the leading providers of connectivity and communications solutions, Now they wanted to maximise the communications capabilities of their custom PBX system with Salesforce. The CustomPBX Integration Package enables users to directly control calls from Salesforce, providing better efficiency and taking less time to perform workflows, such as click-to-call and hang-up operations.

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Industry

IT Services and IT Consulting

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Project

Custom PBX Integration

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Region

USA

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Challenges

SmartChoice had several problems when it came to managing inbound calls effectively:

  • Call Management: Call management was, by nature, always a painful and unproductive process without integration.
  • Manual Data Entry: Users were required to input caller data manually, which is responsible for more errors and made the process slower.
  • Limited visibility: It was difficult to see previous interactions, meaning an inability to provide real personalised customer service.
  • Call Handling: There was no system in place to facilitate the handling of incoming calls in an automated manner, and access to information about a caller.

Solution

To deal with this kind of obstacle, SmartChoice started using a Salesforce telephony integration solution. They planned on making operations more efficient, enhancing customer satisfaction, and increasing sales effectiveness through the integration of their customer relationship management (CRM) software with a strong telephony system.

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Project Timeline

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Features

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Salesforce-PBX Integration

This is an integration of Salesforce into existing PBX systems, Not facing difficulties while using it in and handling calls.

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ClickToCall

Places calls directly from Salesforce records to increase call efficiency.

ClickToCall
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PopUp Component

Quickly view caller information and take action. Easily add new contacts or manage existing ones right from the incoming call screen.

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Dialer

This enables a Salesforce user to dial directly from the Salesforce UI so that users can make phone calls without ever having to leave the CRM.

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Customisable Dashboards

Provides insights into call metrics, agent performance, and customer interaction patterns.

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User-Friendly Interface

The natural design ensures that users can easily adapt to and use new features.

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Tools & Technology Used
Team Involvement

Tools & Technology Used

  • Platform event to manage call ring and hang-up events on the popup component in real-time.
  • PBX System for managing telephone calls, posting call data on Salesforce webhook.
  • Apex for creating a webhook controller to insert and update call data on the CRM.
  • Lightning Component enables the design of the interface of pop-up.
  • Custom Settings is where configurations for ClickToCall can be managed by System Admins or users who have assigned CTI Integration Full Access permission set.

Team Involvement

  • Project Manager: Supervise the project timeline, ensuring that milestones are met on time.
  • Salesforce Developers: They developed the integration components and Customizations.
  • Telephony Experts: Provided expertise on configuring PBX and integrating it with CRM, including sending data to the webhook to be captured in Salesforce.
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Results and Benefits

The Salesforce telephony integration helped SmartChoice realise the following:

  • Increased sales productivity: Since the sales reps were far more effective, integrated workflows and quick access to information on customers were the key.
  • Improved customer satisfaction: This is realised by superior customer interaction through more personalised service and shorter response times.
  • Improved data management: There was correct and up-to-date customer data in Salesforce.
  • Improved call tracking and analysis: A 360 view of all calling data to better performance assessment and process optimization.
  • Cost reduction: Reduced manual data entry and enhanced use of resources.

Conclusion

The CustomPBX Integration Package has made managing calls in Salesforce for SmartChoice, LLC much easier. It has helped users focus on building relationships instead of dealing with complicated integration issues. This has improved how things are run, making operations more efficient and increasing customer satisfaction.

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Mr. Basil S

Chief Technology Officer

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"Integrating our phone system with Salesforce has truly streamlined our operations, increased agent productivity, and improved our customer experience. The ClickToCall feature has been invaluable, and the team at Variance Infotech was supportive and professional throughout the entire implementation process."

Frequently Asked Questions

  • What is the CustomPBX Integration Package?

    A package to integrate CustomPBX system with Salesforce. So, it allows you to manage calls right from Salesforce.

  • What are the key features of the integration?

    Some major features include Unlimited Multi-Device Compatibility, ClickToCall, Dynamic Related Lists, and Permission Sets. The PopUp component notifies PBX agents in Salesforce of incoming calls and allows them to manage callers accordingly.

  • Is there a free trial available?

    Yes, the one-week free trial can be experienced with the integration before subscribing.

  • Who can configure the ClickToCall settings?

    A System Admin or a user holding the CTI Integration Full Access permission set to be used to configure ClickToCall settings.

Useful Resources

  • Blog

  • Videos

  • Case Study

Trusted Customers

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  • Meanwhile, we signed an NDA to ensure the highest level of privacy.
  • Our pre-sale manager presents project estimates and an approximate timeline.

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