Partnership with Adooa
Silver Fox needed a phone system it could rely on, wherever its people were working. It also needed that system to work with Zoho, the CRM the business uses for sales and customer support. Adooa, an accredited Xelion partner, set up both.
“We have had a huge disconnect with what’s happening in the office and what’s getting tracked in Zoho.”
Alex Michaelson, Head of R&D, Silver Fox
Opportunities for improvement
The old phone system wasn’t keeping up. Phones rang in the office, but calls went unanswered and weren’t forwarded to anyone. The sales team made plenty of outbound calls, but none of them showed up in Zoho, so the CRM never showed the full picture. International calls went through Skype, which couldn’t show the office number to the customer.
What Adooa put in place
- Xelion on laptops, mobiles and desk phones, so everyone works on the device that suits them
- A custom integration between Xelion and Zoho CRM, built by Adooa
- The caller's contact details from Zoho shown on screen when a call comes in, with notes logged straight to their record
- A company address book that pulls contacts from Zoho
- Outbound calls, including international ones, made from the Silver Fox office number
Benefits
- Calls and follow-ups are logged in Zoho, so the CRM matches what happens on the phone
- No more calls ringing out: staff pick up on their laptop or mobile, wherever they are
- Customers can be found without opening the CRM
- International calls go out from the office number, not a personal account
How the team uses Xelion day to day
Most of the team uses the Xelion app on their laptops and mobiles. Some prefer a desk phone, and that’s fine too. Everyone works on the same system. When a customer calls, Xelion matches the number to their record in Zoho, so staff can see who’s calling and add notes during the call. Out of the office, the Xelion app on a smartphone can place calls over the mobile network, so a weak data connection doesn’t stop anyone getting through.
The results
For Silver Fox, the biggest change is that the phone system and the CRM now show the same activity. For Alex, the integration took "one extra step out" of every call.
“Now we have softphones both on our laptops and mobiles, and that is unbelievably useful. I am a big fan of the desktop app.”
“When I am out and about, the App / GSM call is fantastic!”
“Searching for a customer and not having to look in the CRM. That’s brilliant!”
“We used to do this via Skype, but you couldn’t present an office number, and I think this has more legitimacy.”
