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Connect CRM with phone calls RRS feed

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    Hi ,
      
      My company has several Cx who uses our S/W. Now they wanted to track the phone calls from cx for different type of issues. Is there a way in CRM (Which will be the best) to track those calls and list the errors?
    Waiting for the reply.
    Thanks,
    Hanoi
    Friday, October 9, 2009 8:04 PM

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    You have the phone call activity where you can record information about phone calls but if the calls are incident or issue-related, using a case allows you to store all information and activities around resolving the issue.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Sunday, October 11, 2009 7:31 PM

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    Hi Hanoi,

    Are you looking to integrated crm with a phone system so it automaticaly logs when a call is made and so you can dial from crm?  If so, depending on your phone system, I recommend this:
    http://www.mscrm-addons.com/Products/AddonsforMSCRM40/TelephoneIntegrationforMSCRM40/tabid/131/language/en-US/Default.aspx

    but first check with the vendor of your phone -- many such as cisco and avaya provide connectors that work (somewhat) with microsoft crm.
    Alex Fagundes - www.PowerObjects.com
    Friday, October 9, 2009 8:58 PM
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    Assuming cx=customer, the best way to track such things would be with cases.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Saturday, October 10, 2009 9:05 AM
    Saturday, October 10, 2009 9:05 AM
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    Hi Hanoi,

    Can you please tell me what Cx and S/W? Like Leon said, the CRM cases probably a better fit for you.  How are you planning to leverage phonecalls in CRM to track different type of issue. What do you have in mind, can you please share with us to see if we can help?
    Darren Liu | 刘嘉鸿 | MS CRM MVP | English Blog: http://msdynamicscrm-e.blogspot.com | Chinese Blog: http://liudarren.spaces.live.com
    Saturday, October 10, 2009 3:04 PM
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    Cx is customer
     S/W is Software
    Sunday, October 11, 2009 7:02 PM
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    Hi Liu,
     As per our Marketing Head, what he suggested me to do is track all the Customer calls (with errors or other issues with our software) and record
     1. who called
     2. date and time
     3. issues
    So this is what they needed.
    Thanks and waiting for the response,
    hanoi
    Sunday, October 11, 2009 7:11 PM
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    You have the phone call activity where you can record information about phone calls but if the calls are incident or issue-related, using a case allows you to store all information and activities around resolving the issue.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Sunday, October 11, 2009 7:31 PM