Call center CRM - all customer information in one place
The online CRM gives you a complete communication history
We didn’t create a typical CRM for managing sales funnels and tracking sales reps' activities. Instead, we returned to the essence of what "CR" truly means—customer relationship. Our online CRM continuously works to ensure that your customer relationships (and customer service) are as strong as possible.
CRM at the heart of your call center system
The CRM system stores your customer data, giving you everything you need for excellent service. You can easily filter and group your customers. The customer profile card is your secure storage for all customer information.
Flexible data structure
You can add both individuals and companies to your customer database. Multiple people can be linked to one company. The customer profile can be tailored to your needs using custom fields that store additional information. These custom fields can be displayed to agents during ticket handling and chats, making them especially useful when filtering.
We use Thulium CRM as a tool for customer authorization and identification on our helpline. This ensures that only calls from our customers are directed to our consultants.
Paweł Drab, IT Project Coordinator at Inter-Team
Contact history
Every interaction with the customer (phone, chat, email, SMS) is automatically saved in the CRM. During a conversation, the consultant has direct access—the system identifies the customer and opens their profile. This makes customer relationships more personalized and service faster.
CRM online - frequently asked questions
CRM online - what is it?
CRM (Customer Relationship Management) is a technology for managing all your company’s relationships and interactions with current and potential customers. The goal of CRM is to improve business relationships. A call center CRM system helps companies stay in touch with customers and streamline customer service processes.
how does CRM work?
CRM software includes features that allow consultants to track interactions with customers and the company through various available channels. In a call center CRM, you can gather all your customer information in one place. Every contact with a customer will be recorded here, providing access to the full history—reviewing messages and listening to calls. In Thulium, you also have various customer profile functions, such as: viewing all customer tickets, sending SMS messages, adding customers to a blacklist, marking a customer as VIP, or the ability to hide or delete a customer.
How does online CRM simplify the customer service process?
The call center CRM system is based on what’s essential when building customer relationships and enables simple conversation personalization. Agents, when answering a call, will see the entire contact history and can use it to find a solution. This is a significant convenience, as the customer doesn’t have to explain the issue from scratch during each call. The consultant will also feel more confident having access to the necessary information and the history of interactions with the caller.