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In briefShow moreShow lessProsessPilotene has entered into a reseller agreement with Ctelo for integrated telephony and CRM solutions.
- ProsessPilotene has entered into a reseller agreement with Ctelo for integrated telephony and CRM solutions.
- Ctelo is a leading provider of cloud-based telephony solutions for businesses, and the partnership will streamline telephony functionality in Dynamics 365 CRM projects.
- The partnership aimed to deliver telephony and CRM as parts of the same customer process.
The story
ProsessPilotene has entered into a reseller agreement with Ctelo for integrated telephony and CRM solutions.
What this means for the work
Ctelo is a leading provider of cloud-based telephony solutions for businesses, and the partnership will streamline telephony functionality in Dynamics 365 CRM projects.
The solution integrates Ctelo's telecommunications services from Azure Marketplace with Dynamics 365 CRM to provide a complete digital communications solution.
The demonstration or announcement describes platform capabilities; it does not show that every organisation will obtain the same result. Forrester reported high CRM adoption but low overall satisfaction in August 2023, a useful counterweight when assessing new features.
A 2022 Forrester analysis linked weak CRM outcomes to unclear strategy, insufficient governance and poor change management. Technology has to be tied to defined processes, roles and outcomes. Training and follow-up after launch are part of the implementation.
A bounded trial is often more informative than a long feature list. Leaders can choose one process, agree what data must be recorded and measure whether the work becomes easier or more accurate. Integration, access control and long-term process ownership should be decided at the same time.
Sources and perspectives
ProsessPilotene: ProsessPilotene entered a reseller agreement with Ctelo
Forrester: High CRM Adoption But Low Satisfaction (15 August 2023)
Forrester: Poor Change Management Kills CRM Success (3 October 2022)
Forrester: Knowing When To Migrate To An Industry CRM (26 April 2024)
Practical follow-up
The partnership aimed to deliver telephony and CRM as parts of the same customer process. Customers still need to agree responsibilities for operations, integration and support. The announcement described the agreement and initial projects without quantifying customer outcomes.
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