Everything You Should Know About CRM Automation

Automation is the keyword for high performing businesses. CRMs and Automation go together so well—they make things better! There are endless applications for sales, marketing, retention, and customer service… all of which produce data daily.

One main purpose of a call center CRM is to put a copious amount of data in one place. However, data doesn’t add up to anything if you’re not using it to strategize the way your business works.

Also, the more data you have, the harder it is to act on it. That’s why automation is a crucial ingredient in most strategies. Automation is impartial to scale!

With automation, you can carry out all the business processes in a strategy quickly and at lower costs than manual alternatives.

What is CRM Automation?

CRM automation comes in two flavors.

First are the processes the CRM system executes as routine upkeep of records–‘internal’ automation.

They include:

  • Patching customer records with recent information
  • Sliding leads along a sales pipeline
  • Monitoring and displaying KPIs

Second, are the processes that impact systems outside of the CRM–‘external’ actions.

They include:

  • Pushing outbound messages
  • Scheduling calls
  • Intuitively suggesting next actions

What are the benefits of CRM automation?

Cost savings are one of the major drivers for automation (of any kind), but that’s not where the story ends. Over 50% of contact centers attest to the lack of automation as their toughest hurdles, and they have good reasons to say so.

Such as…

Automation brings in more sales

Speed matters in sales. …