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Role of CRM in managing Multichannel Sales for SMBs

Focused on small and medium businesses, this guide shows how a multichannel CRM can unify lead capture and communication across WhatsApp, Facebook, email, and calls. It outlines the key features to look for, benefits of using a CRM for sales coordination, and tips for choosing and implementing the right tool, with a special focus on how TeleCRM helps SMBs in India.

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Role of CRM in managing Multichannel Sales for SMBs

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  1. Role of CRM in Managing Multichannel Sales for SMBs [2025] If your small business is struggling to handle leads from multiple channels — website, WhatsApp, Facebook, phone calls — chances are, your team feels scattered. Leads slip through, follow-ups get missed and conversations get repeated. That’s where a multichannel CRM system comes in. What is a CRM for multichannel sales? A multichannel CRM is software that helps businesses manage leads from multiple sources in one place. Whether leads come from forms, ads, calls or WhatsApp messages, everything is tracked in one dashboard. No more Excel chaos or switching between apps. It ensures consistent messaging, smooth follow-ups and clearer sales visibility. Top 4 features to look for: 1⃣ Multichannel lead capture It automatically collects leads from Facebook, WhatsApp, emails and more into one system. Your team sees all data with source context — no manual copy-paste. 2⃣ Task automation From lead assignment to sending follow-up messages, CRMs automate repetitive tasks. For example, if someone fills out your Facebook lead form, the CRM can auto-send a WhatsApp message, notify your team and schedule a follow-up — all without manual work. 3⃣ Sales pipeline tracking A good CRM lets you visualise your leads as cold, warm or hot and move them through customised stages. It helps teams focus energy on the right prospects. 4⃣ Insight reports Track team performance, generate custom reports and monitor KPIs. Real-time visibility helps spot problems early and make smarter decisions. Why multichannel CRM matters for SMBs: Centralised Communication: All conversations from different channels stored in one place. No missing leads or repeated information. Timely Follow-Ups: Automated reminders mean you never forget a lead. Better Team Collaboration: Sales, marketing and support all work in sync from one platform. Higher Conversion Rates: Timely, personalised interactions increase sales chances. Scalable Operations: As your business grows, the CRM grows with you — handling more leads and more team members without extra chaos.

  2. Common problems CRM solves: Scattered lead data across platforms. Wasting time on manual tasks. Missed follow-ups lead to lost sales. No clarity on team performance or sales bottlenecks. Why Telecrm stands out: Telecrm is designed specifically for SMBs in India, combining ease of use with strong multi-channel capabilities: Automatic lead capture from multiple platforms. Omnichannel communication via calls, WhatsApp, SMS and email. Built-in telecalling with call recording and follow-ups. Customisable sales pipelines and dashboards. How to choose the right CRM: 1. Ease of Use and Onboarding Support: Go for simple CRMs, with fast onboarding and reliable customer support. 2. Multichannel Compatibility: Make sure it integrates with all platforms you use — WhatsApp, Justdial, Facebook Ads, etc. 3. Team Size Fit: Choose a CRM that works for your current team size but can scale as your business grows. 4. Budget-Friendly: Focus on features you actually need — avoid overpaying for unused functions. 5. Demo Access: Always take a trial or demo to test usability before committing. 6 Best Practices for CRM Implementation: Define Your Objectives: Clarify what you want — better lead tracking, faster sales, stronger team coordination. Map Touchpoints and Workflows: Understand where your leads come from and how they move through your sales process. Prioritise Channel Integration: Start by integrating your top sales channels first, then expand. Involve Your Team: Bring your team on board early so adoption is smooth. Organise Existing Data: Clean up lead data before importing it into the new system. Customise for Your Business: Adjust dashboards, pipelines and automation rules to fit your processes. Is investing in multichannel CRM worth it? For SMBs looking to grow sustainably, yes — 100%. A multichannel CRM helps organise lead data, automate tasks, improve team performance and increase conversion rates. Instead of juggling WhatsApp chats, Excel sheets and emails, everything runs from one clean dashboard.

  3. If you’re ready to streamline your sales workflow and boost revenue, Telecrm offers a free demo. It’s trusted by many SMBs and helps tackle exactly the problems mentioned above — with no unnecessary extras. ?Read the full version of the blog here

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