Connecting SMS to your CRM: where do you start?

A connection with your CRM returns the most when you decide up front exactly what needs to be recorded.

Decide what comes back

Only that a message was sent, or the status and the reply as well? The more you write back, the richer the customer picture — and the more work it is.

Link to the right entity

A message belongs to a contact, but often also to a case or an appointment. Without that second link you will later know that you sent something but not what about.

Who may send

If everybody can send from the CRM, you need agreements on tone and frequency. Otherwise a customer gets three messages from three colleagues.

Replies

If customers can reply, that reply has to land in the CRM and somebody has to follow it up. A reply sitting unread in a mailbox is worse than offering no reply option at all.

Start small

One message type, one process. You can always extend; a connection that tries everything at once is rarely finished.