CRM call center - customer knowledge in one place
Thulium CRM integrates contact histories from all channels and provides agents with immediate context. Transform customer knowledge into personalized and effective service.
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The online CRM gives you a complete communication history
Agents do not need to search for information across multiple systems. Thulium CRM automatically records every contact (phone, chat, email) in one chronological view. The system identifies the customer, opens their card, reducing handling time and eliminating customer frustration, as they do not have to repeat their issue. This is true omnichannel.
CRM at the heart of your call center system
The CRM system stores data about your customers, so you know everything you need for good service. You can easily import your customer database, e.g., from a CSV file or another system. Use the data for strategic actions: customer authorization, powering precise outbound campaigns, and prioritizing service.
Contact history on the customer card
The customer card in Thulium is a central knowledge repository that consolidates all necessary personal, contact information, and the complete history of interactions with your company. The card is the foundation of omnichannel, as regardless of whether the customer calls or writes in the chat, their entire contact journey is always visible.
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Flexible data structure
You can add both individuals and companies to the customer database. Tailor the customer card to the specifics of your industry and company processes by customizing individual elements.
Special fields
Define custom fields (e.g., contract expiration date, number of licenses) and store relevant information. Decide independently, without a programmer, which fields are required, read-only, or sensitive data.
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Data deduplication
Keep your database organized! The system detects and merges duplicate records based on email or phone number. Provide agents with a single, consistent customer card and avoid chaos.
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Database segmentation
Use customer groups for advanced filtering and creating precisely targeted CRM campaigns. Segmentation is the foundation of effective telemarketing.
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Powering campaigns from CRM
Use the data collected in Thulium CRM to quickly create outbound campaigns. This guarantees a smooth sales process.
CRM integration with other systems
Thulium CRM is designed for seamless collaboration with other systems. With open API and ready-made integrations, we ensure a two-way flow of data across the organization. You gain immediate access to information about payments and order statuses, eliminating chaos and data silos within the company.
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We combined two separate systems into one, allowing for comprehensive customer service. Now we can serve customers faster, having access to their contact history from every communication channel managed by Thulium.
Aneta Leśniak, Head of Order Fulfillment and Customer Support at morele.net
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FAQ - frequently asked questions about CRM online
CRM online - what is it?
What is a CRM system and what are its main business objectives? A CRM (Customer Relationship Management) system is a tool used to manage customer relationships. Its primary goal is to centralize customer data, automate sales and marketing processes, and improve service quality, ultimately leading to increased satisfaction and loyalty.
What is the most important KPI for CRM implementation?
CRM implementation is most commonly measured by an improvement in CLV (Customer Lifetime Value) and a shortened sales cycle. Improvements also include a reduction in AHT (Average Handling Time) in customer service and increased retention rates.
How does traditional CRM differ from omnichannel CRM?
Omnichannel CRM integrates customer data and interaction history from all touchpoints (phone, email, chat, social media) into a single, unified view. Traditional CRM may manage channels in silos, leading to incomplete context for the agent.
Does a CRM system allow for marketing automation and lead generation?
Yes. Modern CRM systems enable marketing automation through database segmentation, email campaign management, and automatic lead qualification based on activity and profile.
How does a CRM system help with sales management?
CRM streamlines sales management through automated outbound campaigns, logging sales representative activity, and generating reports, which facilitates team management and increases conversion rates.
What is data deduplication and why is it crucial in CRM?
Data deduplication is the process of automatically detecting and merging duplicate records in the database. It is crucial because it ensures data cleanliness and reliability, preventing erroneous analysis and the duplication of sales or marketing efforts.
Can I integrate CRM with other business systems, e.g., ERP?
Yes. Integrating CRM with ERP or accounting systems is a standard feature. This is most often done via open APIs or dedicated connectors, ensuring a seamless flow of data across the entire organization.