Thomasnet enhances Salesfroce CRM solution with Envox Phonelink

By Arun Satapathy

TMCnet Contributing Editor

 

Envox (News - Alert) Worldwide global provider of IP-based voice solutions today announced that ThomasNet, a leading online industrial marketplace, has chosen Envox PhoneLink to enhance their Salesforce CRM solution. Envox PhoneLink has helped ThomasNet to better utilize the customer information stored in their Salesforce CRM system to provide faster, more personalized service to their customers.

 

Envox PhoneLink is a computer telephony integration (CTI (News - Alert)) solution that enables salesforce.com customers to add screen pop and click-to-dial capabilities to their contact centers. This solution is currently available salesforce.com's Force.com AppExchange.

 

"Envox PhoneLink continues to distinguish itself as one of the best CTI solutions for organizations using Salesforce CRM," said Leo Casey, president and CEO of Envox Worldwide. "Envox PhoneLink can add CTI capabilities such as screen pop and click to dial to any size call center in a matter of weeks and the results have been impressive - shrinking hold times, soaring first call resolution rates and improved efficiency for call center agents. ThomasNet is a highly respected organization and we're proud to be enabling them to provide superior, personalized service."

 

"We continually look for ways to leverage Salesforce to extend productivity improvement into other areas," said Janet Tarzia, executive director of marketing for ThomasNet. "Envox PhoneLink is a perfect example of a solution that works within our current environment and adds the customer service results we are looking to achieve."

 

Providing outstanding service and rapid response to inquiries for promotional services is a top priority for ThomasNet. But, with such a large database of companies it is quite time consuming to have client records.

 

"Envox PhoneLink puts all of the caller's information at our customer support representatives' fingertips at the time of the inquiry," said Brian Makas, manager of business intelligence for ThomasNet. "Knowing whether it is a new company or a company with whom we already work is extremely helpful. And, for those companies that we already work with, having access to their complete customer file not only enables our customer service representatives to quickly engage in a more personalized and productive conversation from the start, but also helps us to avoid the type of conflicts that a lack of information can create."

 

Though ThomasNet has been using Salesforce CRM, new functionality added to Salesforce has allowed them to expand usage across new departments within ThomasNet. Prior to the deployment of Envox PhoneLink, manual recording takes more time and led to duplication of work, inconsistent record keeping and thin information. However, Envox PhoneLink is an easier option for customer support representatives to record the entire interaction in Salesforce as it is taking place as it automatically opens a new record as the customer calls in.

 

"Envox Worldwide is one of our leading CTI partners on the Force.com AppExchange," said Clarence So, chief marketing officer for salesforce.com. "With successful customer deployments in major industries such as financial services, travel/hospitality, utilities, telecommunications and manufacturing, Envox Worldwide has proven that they have best-in-class CTI capabilities to help enterprises optimize Salesforce CRM."