Once you have all your legacy data inside of your new CRM, there are some key integrations you may consider setting up to ensure your sales team has all of the data they need to manage their client accounts. One of those key integrations is to sync support data from your helpdesk into CRM client records.
Your sales team should have visibility into:
- Full support ticket history of their clients, to ensure they have the complete picture of the client's relationship with your company. This can help your sales team understand how the support side can affect things like: timeline to close a deal, customer satisfaction, lost deals and more.
- Any new contacts acquired from your helpdesk. These contacts may not have been on the radar from other lead acquisition sources, but if your support team has talked to them, they are a potential customer! Be sure that they are created as a new lead or contact record in your CRM so your sales team can engage with them.
These are the 2 most critical pieces from your helpdesk that you can sync into your new CRM, but there may be others that you find helpful too. Perhaps there are specific custom fields you track on a client's support record that you want sales to be aware of. Perhaps you want to sync the customer support satisfaction ratings into your CRM so sales can keep an eye on the customer's temperature as they are working with them in parallel on a sale. It's up to you, but just remember:
Keep focus on the goal of sharing critical, relevant information to solve an actual job/task. Don't integrate what doesn't help you achieve something important.
Your goal is not to share all data, but to share the right data. This kind of integration will help keep your CRM:
- up to date and accurate
- fully populated with all relevant details
- visible to all parties who need it
If you are ready to setup the integration - check out Import2 Wizard to make things easy (no technical know-how needed).