If you’re using Salesforce primarily to track customer emails, you’re only seeing part of the picture when it comes to managing your accounts. In fact, you could be missing out on key insights that could help you close more deals, prevent churn, and even spot at-risk customers before it’s too late.
While emails are a great communication tool, they don’t capture the full range of interactions between your team and your customers. Your reps aren’t just sending emails—they’re talking and texting with customers on a daily basis. So if your Salesforce setup doesn’t include call and SMS data, you’re overlooking a critical part of the customer journey.
This is where aligning your phone system with Salesforce can make a huge difference. Our integration automatically maps call objects and SMS messages to Salesforce for any lead or contact. This gives your team the full history of each account, making it simple to track communication, measure rep performance, and make smarter business decisions.
In this blog, we’ll break down how integrating Salesforce with Aloware can help you boost team productivity while giving you better insights into customer relationships.
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Accessing the entire customer experience
Consider this scenario: You’re negotiating with a high-stakes prospect who’s on the fence about next steps. You might see your reps’ email threads with that prospect in Salesforce, but you’ll miss out on the context of any phone exchanges they had. Maybe the prospect voiced concerns during a call that weren’t captured in emails, or maybe their text thread contained clues about additional roadblocks. Without this data in Salesforce, your team may be making decisions based on incomplete or outdated information.
Integrating your phone system with Salesforce ensures that you’re capturing all of these conversations in one place. When you see the full record of customer interactions, it’s easier to track engagement and identify trends. You’ll know exactly when your reps last contacted a lead, what they discussed, and what follow up steps are necessary to advance the deal.
How Aloware’s Salesforce integration works
Integrating Aloware with Salesforce is simple and seamless. The solution automatically syncs your phone system data like call logs, notes, recordings, and SMS messages with Salesforce, creating a comprehensive communication history for every lead and contact.
Here’s how it works:
- Automatic call and SMS data syncing
After you activate the integration, it automatically maps every phone interaction to the related lead or contact in Salesforce. This means that all inbound and outbound calls have their dates and timestamps recorded, along with their outcomes. You’ll be able to see at a glance how your reps are engaging with customers, whether they successfully connected, and if they’re properly following up. - Bi-directional updates
Our integration isn’t just one-way— it’s bi-directional, meaning that any update made in one platform instantly reflects in the other. This ensures that your team is always working with the most up-to-date information, and it reduces the need for manual data entry. - Convenient call recording access
Need to dig deeper into a conversation? Now you can easily access call recordings directly within Salesforce. You can listen to calls, download them for future reference, or even share them with teammates for coaching or evaluation purposes. This helps you better understand the nuances of each interaction and fine-tune your sales or support strategy. - Tracking SMS content
Text messages are just as important as phone calls when it comes to tracking customer engagement. Our integration logs all SMS conversations in Salesforce, permitting you to read the content of each message, view any media files exchanged, and see which customer or rep sent the message. Having all this data in one place helps you avoid switching tabs or relying on reps to document text interactions elsewhere. - Real-time contact and lead syncing
When you add or update contact details in Aloware or Salesforce, the changes are automatically synced across both platforms. This includes any changes made to names, email addresses, phone numbers, and contact or lead owners. This ensures consistency and accuracy in your data—saving your team valuable time and effort on manual recordkeeping.
Benefits for sales and customer success teams
With this level of integration, your teams can take advantage of a variety of productivity-boosting benefits:
- Smarter lead follow-ups
Knowing when and how to follow up with new leads are critical to converting them. By seeing SMS threads and call dispositions within Salesforce, your team can determine what follow up steps are most appropriate within the context of the conversation. - Better time management
Our integration reduces the time your team spends switching between platforms or manually updating records. You can track everything you need from one interface, increasing efficiency and reducing the risk of human error. - Simpler compliance checks
With complete visibility into every customer interaction, managers can more easily monitor rep activity to ensure compliance with company policies and best practices. - Proactive risk management
Having a complete view of customer interactions—both positive and negative—allows you to spot red flags early. If a customer is unhappy or a deal is in jeopardy, you can take action before things escalate.
Summing it up
If you’re serious about improving your sales processes and customer retention, integrating your phone system with Salesforce is a must-accomplish on your to-do list. Our integration makes it easy to capture every call and text across platforms, ensuring your reps have the full picture of each customer relationship.
Don’t let phone and SMS data remain siloed from your CRM. Activate our Salesforce integration today to unlock a more streamlined and efficient workflow.
Interested in learning more about how it works? Schedule a demo or start a free 14-day trial.
