RingCentral > Case Studies > Digital Marketing Agency Native Rank Boosts Sales Efficiency with Integrated CRM and Communication Solution

Digital Marketing Agency Native Rank Boosts Sales Efficiency with Integrated CRM and Communication Solution

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Buildings
Telecommunications

Applicable Functions

Sales & Marketing

Services

System Integration

About The Customer

Native Rank is a digital marketing agency that delivers search engine optimization and digital marketing services, with an emphasis on measurable business results. Founded in 2010 and headquartered in Denver, Colorado, the company has about 70 employees and serves about 5,000 customers. As a Google Premier partner, Native Rank serves both small businesses and Fortune 500 companies, and has been growing its revenues about 188% per year. The company became a RingCentral customer in 2014, originally signing up because the PBX hardware that previously powered its office phone system was obsolete and replacement parts were becoming impossible to find.

The Challenge

Native Rank, a digital marketing agency, was facing a challenge when an upgrade to their customer relationship management (CRM) software broke its integration with RingCentral phone services. The company, which promises measurable business results to its customers, was in need of a reliable technology solution that could seamlessly integrate with their phone services. The lack of integration was affecting the company's efficiency, as it was unable to automatically dial numbers from customer records or provide comprehensive reporting on phone usage by sales and customer service representatives. The company was also unable to accurately track and monitor employee performance, which was crucial for identifying coaching opportunities.

The Solution

To address the challenge, Native Rank switched to Zoho CRM, which offered seamless integration with RingCentral. The integration allowed the company to automatically dial numbers from customer records using the RingCentral for Desktop softphone and a computer headset. It also provided comprehensive reporting on phone usage, enabling the company to identify who was talking to customers or prospects, as opposed to personal calls. The integration also allowed Native Rank to develop a text messaging option for advertisements, where potential customers could send a text message to a RingCentral number, which was then routed to sales representatives through Zoho. This enabled the company to initiate sales conversations via text message, without having to buy every sales representative a phone for that purpose. Additionally, the integration allowed the company to ensure that leads were responded to within 24 hours.

Operational Impact

The integration of Zoho CRM with RingCentral has resulted in improved sales efficiency for Native Rank. The company is now able to automatically dial numbers from customer records, saving time and improving productivity. The comprehensive reporting provided by the integration has also allowed the company to monitor phone usage by sales and customer service representatives, enabling it to identify areas for improvement and coaching opportunities. The text messaging option for advertisements has also provided a new channel for initiating sales conversations, further enhancing the company's sales efforts. Overall, the integration has provided Native Rank with a more accurate picture of its operations, enabling it to make more informed decisions and improve its services.

Quantitative Benefit