Delacon’s call tracking solution is integrated with Salesforce. Through this technical integration, the call data captured by Delacon’s solution will be sent to Salesforce. Following the same principle as the “web to lead” functionality, a new lead will automatically be created in Salesforce and populated with the captured call data. We call this the “call to lead” functionality.
If a caller telephones from the same phone number that already exists in either the Account or the Contact objects, then an Activity Task will be created against the relevant object instead of a new lead being created.
Delacon has two Salesforce integration options – Post-Call Integration and Real-Time Integration.
Post-Call Integration
In the non-live integration the newly created lead will be available between five and twenty minutes after the call ends. All available call fields will be populated with this option including the call duration, feedback outcome, call recording file link, keywords used and the referral URL.
To access the Salesforce record, the operator needs to enter the phone number of the caller into the search field of Salesforce after gathering that information from the caller. If the operator doesn’t have the phone number, they can search for the latest lead entry.
Real-Time Integration
With Delacon’s live integration, the data is available in real time – so that the sales team can use this information to influence their conversation with the lead. In essence Delacon’s solution provides invaluable data to the sales team of what the lead has done prior to the call. It’s important to note that under the live integration there are certain fields that won’t be populated including the call duration, feedback outcome, sale amount and call recording file link. The fields that will be populated include the call start time, device used, keywords used, number dialled, referral URL, search engine used and the landing page.
To access the live Salesforce lead record of the caller while they are on the phone, there are two identifiers – the telephone number or a unique key or code associated with the phone call that’s generated by Delacon’s system.
If you’re using a VoIP phone connection, we can display the caller’s phone number or the code on the operator’s telephone screen. If you’re using a PSTN system we can only display the caller’s phone number. We can also set up a whisper message prior to the call connection that will tell the operator the caller’s phone number or the code. Please note the whisper message is ineffective if you use an IVR.
The identifier options for each network are covered in the following chart.
|
VoIP network
|
PSTN |
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Whisper message stating unique key
|
Yes |
Yes |
|
Unique key or code on telephone screen
|
Yes |
No |
|
Phone number on telephone screen
|
Yes |
Yes
|
The operator can enter the phone number or unique code into the search field of Salesforce to access the newly created lead.
With the lead, your sales team can add in the name and company of the lead and convert the lead into an account once they are qualified. By mapping the call tracking data to the Account fields, you will be able to keep an accurate history of the entire customer’s journey.
This user guide will give you step-by-step instructions on how to integrate Delacon’s call tracking solution with Salesforce.
Login to Delacon
The direct link is https://pla.delaconcorp.com/site/jsp/login_r.jsp
Select Salesforce
Select the CID
Select the appropriate CID from the list and click Authorize.
Please note if you have already integrated your company’s Salesforce with Delacon, please ignore ‘Step 2’ and follow these steps:
Step 1: Select dealer
Step 2: Click ‘Add New Mapping’
Salesforce login
Login to your Salesforce account.
Allow Permissions
Click on the Allow button
Authorisation confirmation
The page will automatically redirect to the Delacon page informing you that the authorisation is complete.
If you are not redirected automatically, please return to the Delacon Portal and refresh the Salesforce integration page to display the CID listed under Current Mappings.
Choose between live and live lead only
Select whether you want the live or live lead only integration as discussed with your Delacon account manager.
Definitions:
Live lead only: Always creates leads only.
Live: The system will check for existing account, contacts and leads (in that order) in Salesforce for an incoming number. If any of the above objects are found, an activity is created against that object. If no object is found, a new lead is created.
Install Package
Click on the Salesforce logo under Install Delacon PLA Package. This will launch the integration process with Salesforce. You will be redirected back to Salesforce.
Select install for all users
Once selected, click ‘install’.
Please note, in some cases you may get a notification that you will receive an email when the installation is complete.
Click Next
Click Next at the bottom right of the page for next two Salesforce web pages.
Click Install
Click the install button to finalise the installation.
Installation Success
The installation success message will be displayed.
