Use Exotel as a CRM

Many Indian businesses receive a majority of their leads & support requests through phone calls rather than email. So, Wouldn’t it be cool if exotel can also double up as a CRM?

Use Exotel as a CRM

Use Exotel as a Cheap CRM Alternative?

Actually – No. There are a number of excellent CRM options available out there, so it does not make sense to try to force a CRM into exotel. Also, We continue to provide a number of ways to integrate exotel into your CRM. But, what if you don’t need, not interested in or do not want to pay additionally for a CRM?

Many CRMs are built with western (American & European) businesses in mind. Here is an example: The unique identifier in most CRMs is an email address. The last time I checked, less than 10% of the people in the country have an email address. And you probably have also heard, that there are more mobile phones in India than toilets . So, doesn’t it make sense to keep phone number unique rather than email? Another one – Wouldn’t it be better if you can send an SMS to your customer with an update on the information he asked for rather than email? While most CRMs come with easy one click install for setting up email, why should sending an SMS be so hard?

While Exotel was never intended to be a CRM, I realised that the orientation towards phone calls & SMS makes it an excellent candidate for CRM even though it does not have most of the industry standard features of a CRM. This is much like how I used Gmail as a ticketing software .

So, here is a quick list of exotel features that are relevant as a CRM:

  • Lists in Address book  (Allows you to upload an excel sheet with names, phonenumbers, emails etc).
  • Popup Notifications (If you are on Chrome, this notification can show up across tabs too).
  • Group inbox

I wrote a support article that gives a cheat sheet of the search options that you can use to effectively use your exotel account as an exotel CRM .

Does this work for you? Leave us a line in comment.

 

AUTHOR: Kailash Chandrasekaran
21 Comments
  • Can Exotel be a cheap CRM alternative? Read on to see if Exotel will fit your needs. http://t.co/JLr8zMza35

    August 13, 2013
  • Can Exotel be a cheap CRM alternative? Read on to see if Exotel will fit your needs. http://t.co/JLr8zMza35

    August 13, 2013
  • There is a small simple new CRM in the market 🙂 by @shivku http://t.co/sFw2yeRa5b

    August 13, 2013
  • There is a small simple new CRM in the market 🙂 by @shivku http://t.co/sFw2yeRa5b

    August 13, 2013
  • RT @vijaysw: There is a small simple new CRM in the market 🙂 by @shivku http://t.co/sFw2yeRa5b

    August 13, 2013
  • RT @vijaysw: There is a small simple new CRM in the market 🙂 by @shivku http://t.co/sFw2yeRa5b

    August 13, 2013
  • Ritesh M Nayak

    Interesting value prop. We (muHive) could consume Exotel with all your API goodness, you know. So then we got Voice + SMS + Email + Social media in one CRM. Mother of god! Salesforce, we comin at ya!

    August 13, 2013
    • Amen to that, I truly believe we will be the Salesforce.com type revolutionaries in India 🙂 , all the best to us

      August 13, 2013
  • Ritesh M Nayak

    Interesting value prop. We (muHive) could consume Exotel with all your API goodness, you know. So then we got Voice + SMS + Email + Social media in one CRM. Mother of god! Salesforce, we comin at ya!

    August 13, 2013
    • Amen to that, I truly believe we will be the Salesforce.com type revolutionaries in India 🙂 , all the best to us

      August 13, 2013
  • Add integration with streak.com, and we have a winner 🙂

    August 16, 2013
    • Vijay Sharma

      +1 @Zenx – do you use streak.com ?

      August 16, 2013
      • Streak is fcuking awesome! Swear by it..
        and hi, great stuff Exotel!

        August 19, 2013
  • Add integration with streak.com, and we have a winner 🙂

    August 16, 2013
    • Vijay Sharma

      +1 @Zenx – do you use streak.com ?

      August 16, 2013
      • Streak is fcuking awesome! Swear by it..
        and hi, great stuff Exotel!

        August 19, 2013
  • Chaitanya

    Could you recommend a good CRM with mobile number as a UID instead of email address? @vijaysw

    January 2, 2014
    • Vijay Sharma

      We use Pipedrive. It works for us.

      January 15, 2014
  • Chaitanya

    Could you recommend a good CRM with mobile number as a UID instead of email address? @vijaysw

    January 2, 2014
    • Vijay Sharma

      We use Pipedrive. It works for us.

      January 15, 2014

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