Very often, integrating a CRM with a website involves a “webmaster” team (web agency, marketing or IT services) and a “customer relationship team” (administrator, integrator and operational players) in order to define how the website and the CRM solution should be interfaced. Often, technical requirements come in the way of you want to achieve.
With Efficy CRM’s web forms, you can link your contact forms directly with the CRM solution.
The definition and configuration of the online form depend on the needs and wishes of the department (Sales, Marketing, Customer service) which wants to publish it. They configure the content and the rules to be applied to process the data. You can also have multilingual webforms thanks to version options and translations of each form element.
The web forms are directly connected to the CRM database: when a visitor submits a web form, the data are instantly captured and accessible in the CRM database. This eliminates having to re-enter data from the website database or an email, which boosts your productivity, and therefore your responsiveness.
Moreover, when working with web forms, the issue of security arises, both in the technical sense (robots, injections, spams, etc.) and also in the business sense (reliability, duplicates, etc.). For that reason, the web form administrator can access all the features specific to processing data and data security: mandatory fields, tooltips, help messages, error messages, attachment validation, captcha, anti-spam, etc.
Users can define the different rules to be applied when processing the data. Therefore, depending on the context of each web form, you can define the appropriate CRM process: call contact back; assign an opportunity to a sales Rep.; create a ticket for the customer service; or sign up to an event.
In practical terms, you can define a web form to generate an opportunity whose status is “Lead” for the sales rep in charge of the geographic area. Whereas a “Claim” form or “I am not satisfied with your services” form will redirect the contact to the customer service who will qualify the Request.
All the webmaster has to do is copy-paste a code generated automatically by the CRM and that’s it!
The web form is integrated into the website.
By default, the forms are responsive, i.e. they adapt automatically to the screen of the end-user for optimal user experience.
The solution also provides style sheets: you can adapt the predefined styles to make them match your graphic charter, colors, icons or font.
How many leads has the website generated? The perennial question all marketing departments need to answer!
This is precisely why our web forms offer features for the advanced management of marketing origins. By combining web forms and CRM processes, you can trace and share the origin of each contact. The marketing origin which is captured when an Internet user fills in a form is passed on to all related CRM processes: the number of contacts who have signed up for an event; requests passed on to the customer service (rather than by phone); follow-up; the number of leads detected until a sale is concluded.
The marketing ROI is then calculated automatically depending on the different marketing origins of the company: Google Adwords; social networks; organic indexing; ads; as well as more traditional means of communication.