G-Santral’s built-in CRM combines customer information, contact history and after-call follow-up with the call centre workspace. It can be customised to your organisation’s needs.
CRM stands for customer relationship management. A PBX connects the call; CRM helps you identify the caller, review previous interactions and track the next step.
These two processes work together in G-Santral. When a customer calls again, the agent can access relevant information directly from the conversation workspace.
Request a CRM demoSee the profile matched to the phone number and your organisation’s defined information fields. Build a workflow suited to citizen services or private-sector customer needs.
Review earlier conversations and contact activity in date order. Agents can understand the context by viewing the history within their access permissions.
Note information shared during the call. Track what was discussed and how the conversation ended through after-call steps and outcome codes.
Create callback plans for customers who need further contact. Agents can track the timing and status of assigned callbacks from their workspace.
Define customer profile visibility through organisation policies. Configure the fields an agent can see and use masking rules for sensitive information.
Agents can review customer information while answering, holding and transferring calls. Customer interactions and phone controls share one workspace.
Use G-Santral’s own CRM module and shape information fields, permissions and follow-up workflows around your organisation’s needs.
If you already use a CRM or other business software, data exchange can be planned separately. The connection method and information to transfer depend on your existing application’s capabilities.
Let’s review your CRM needsLet’s plan a relevant demo based on your customer information, call workflows and follow-up needs.
