At Fuse 2, we continually strive to enhance our customers’ communication experiences, and this includes bespoke integrations into our primary VoIP platforms. We were recently approached by a Real Estate business looking to integrate VoIP into their CRM system to and clients. And the answer was 3CX.
With real estate being the fast-paced industry that it is, agents need to constantly juggle viewings, multiple properties and negotiations. Missed opportunities are made from stuttered communication, which means that their communication channels need to be clear and flexible to facilitate productive interactions between agents and clients.
The challenge
Before our involvement, the real estate CRM platform, while excellent at managing data, lacked a deeply integrated voice solution. This meant:
Lack of Context
Calls didn’t display client information, meaning that agents would answer calls “blind”, which means that time was wasted on catching up on crucial information. Call logs weren’t even recorded as to how long the call went on for or whether or not they were ‘inbound’ or ‘outbound’.
Tedious manual process
Before the system was integrated into their platform, users needed to multitask and input their notes during their calls, or would need to write notes into their system from memory after the call had ended.
Missed opportunities
Extra time spent on the interface of the unintegrated platform meant that response time was affected, leading to missed opportunities.
Now integrated features with 3CX
Transcribed conversations
Calls are recorded and transcribed in minutes, and now users can record notes directly from the conversation they’ve had with a client, reducing the risk of forgotten information.
Instant Caller ID
For incoming calls, our integration ensures that the caller’s CRM record instantly pops up on the agent’s screen. This provides immediate context, allowing agents to greet clients by name and have their full history at their fingertips.
Automated call logging
Every call made or received through 3CX is now automatically logged within the corresponding CRM record. This includes call duration and agent notes, cutting out the manual data entry and creating a more detailed communication history.
Streamlined Communication Channels
Beyond voice, we helped integrate other 3CX features like instant messaging and internal extensions, facilitating smoother
team collaboration within the CRM environment.
Click-to-call function
Dialling errors are now eliminated as agents can simply call a user directly from within their CRM, and 3CX will automatically initiate a call.
At Fuse 2, we are extremely proud to have been able to take this company to the next level of communication with 3CX. This project exemplifies how 3CX helps empower users with tools to excel in the competitive real estate market, and how intuitive this software is in the new modern world of communication.
