I caught up with Lee Mansell, Head of Product Management, Mondago Ltd, who told me about the company's recent attendance at Cavell Group's Digital Cloud Comms Summit 2020. The organization, which produces CTI software and CRM Integrations, secured the 'Most Investable' honor at the event’s shark tank-style competition for innovations to this very technology for its software solution 'Cloud Contacts.'
Several other companies pitched their product ideas set for future release too, set to this year's running theme - remote work in the COVID-19 era. Mondago addressed a predicament many large businesses with CRMs face, i.e. employees within organizations typically have multiple distributed business applications. CRM apps for sales departments, helpdesk applications for support, finance systems, etc., for example, . This can lead to customer contacts being available in some systems but not others, or to data being inconsistently available across the
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Lee Mansell[/caption]
company.
These individuals do not normally have access to a central repository of contacts where everyone within the business can access it, which is why Mansell told me - Mondago wanted to change this. The idea is simple - if a customer calls in need of support then the helpdesk agent can use Mondago’s product to add the caller's details to the helpdesk desk application. With the click of a button, they can replicate these details into a shared contact system available to all users in the company. The next time a sales agent gets contacted by the same caller, they can copy the same details into the CRM system.
It is this kind of continuity and agility that enterprises seek in today's fast-paced business environment, Mansell noted during our call, adding: "Companies have made large changes to the way they work as a result of the pandemic, but have already made investments into these business applications." All this makes the level of information sharing Mondago enables, along with collaboration, and the added advantage to the software they already use, quite valuable. I'm told, the virtual event was a success for everyone involved, especially for Mondago.
