Table of Contents
Background
OutboundSync is a sales and marketing solutions provider that focuses on helping businesses optimize their outbound communication strategies. When founder Harris Kenny sought a reliable and efficient phone solution for HubSpot, he turned to Aloware and generated impressive results.
The challenge
Before integrating Aloware, OutboundSync faced several challenges:
- Limited integration options: Other phone systems did not offer deep integration with their current workflows, leading to inefficiencies and a lack of visibility into customer interactions.
- Data management: There was a growing concern about maintaining CRM hygiene and effectively capturing communication data, particularly regarding phone conversations.
- Transition difficulties: Moving from a previous provider was complicated due to inadequate support, making the process frustrating and time-consuming.
The solution
After evaluating various options, Kenny chose Aloware for its superior integration capabilities. The primary reasons for this decision included:
- Deep workflow integrations: Aloware’s ability to seamlessly log SMS and phone interactions allowed OutboundSync to embed communication directly into their existing workflows, enhancing overall productivity.
- Robust customer support: The customer support team at Aloware provided crucial assistance during the transition, facilitating the transfer of phone numbers and ensuring a smooth onboarding experience.
- Comprehensive communication records: The solution allowed for a complete record of conversations, enabling team members to access insights into all communications with users and prospects. This transparency supported better collaboration and informed decision-making.
- Enhanced CRM data quality: With Aloware, the team could sync phone data into HubSpot, addressing concerns about CRM hygiene and improving the overall effectiveness of their customer relationship management.
“I just didn’t realize that it would be possible to integrate so deeply what we’re doing from a communication perspective with phones,” Kenny says. “Aloware solved that problem.”
The results
Integrating Aloware into OutboundSync’s operations yielded significant benefits:
- Improved communication efficiency: Team members could now easily access and understand the full lifecycle of conversations, fostering better engagement with users and prospects.
- Greater CRM integrity: The ability to sync data with HubSpot has made the CRM platform more robust, allowing for more effective marketing and sales strategies.
- User satisfaction: As communication preferences shifted towards texting and other forms of instant messaging, OutboundSync was better equipped to meet client expectations, resulting in improved customer satisfaction.
- Streamlined operations: The deep integration eliminated the “black hole” effect of phone data, ensuring that all communications were captured and utilized effectively within the company’s systems.
Conclusion
Kenny’s experience with Aloware demonstrates how an optimized cloud contact center can transform business operations. By choosing Aloware, OutboundSync overcame significant challenges related to integration, data management, and customer support. The result is a more efficient and data-driven approach to customer engagement.
