CRM Partner on-boarding guide. Version 1.1c

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CRM Partner on-boarding guide

S Y N E T Y . P h o e n i x S q u a r e . 1 B u r t o n S t r e e t . L e i c e s t e r . L E 1 1 T B

Version 1.1c

This document is intended as a process guide for the on-boarding of CRM Partners wanting to integrate with the CloudCall API to enable Click to Call and Call Recording from their CRM system.

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1.0 Overview of our Partnership

Welcome to the SYNETY CRM Partner on-boarding guide

Thank you for choosing SYNETY CloudCall as your integration partner. Your CloudCall Click integration will provide your CRM product with increased functionality and differentiation; help streamline customers’ sales and service activities as well as reducing their telephone call costs substantially, thus reducing the overall cost of your CRM product/service to your customer – without reducing your margins.

In order to maximize the success of our Partnership, this guide will provide an overview of the process of integration, testing, launching, PR and customer marketing.

The integration you perform will be called CloudCall Click for {your CRM name} by us and will be actively marketed by

our in house sales and marketing teams in order to maximize your Partnership success.

1.1 CloudCall Click Integration

In order to complete the integration of our CRM product/service with CloudCall Click, the CRM Partner and SYNETY will need to complete the following steps:

1) Signup to our free API account (Partner)

2) Develop the integration using our API guide, code samples (Partner)

3) Access our API developer support team to answer any questions and help with your integration (SYNETY)

4) Internally test your CRM integration (Partner)

5) Provide the SYNETY API team with a test account on your CRM platform in order for them to complete their testing

and create a fully automated signup process for your customers (Partner and SYNETY)

6) Provide the SYNETY API team with a dedicated email address for CloudCall Click signups from our website (Partner)

7) Provide our marketing team an overview of your CRM product with screenshots (Partner)

8) SYNETY to create a page on our website dedicated to your CRM integration with a link to your page below (SYNETY)

9) Create a page for CloudCall Click for {your CRM} on your website pointing to our dedicated page (Partner)

10) Provide our sales team with a test account of your CRM product with the CloudCall Click integration so they are

able to demo the product to potential customers (Partner)

1.2 Go to Market Support Plan

Once the integration and testing is completed, you will be assigned a dedicated account manager and have access to our Partner Marketing Managers who will help you build your 12 month marketing plan can include:

1) Joint Press Release of our partnership and CRM integration together with and its promotion to various online

and offline publications by our dedicated PR team (SYNETY)

2) Brandable eShot campaign templates allowing you to market to existing and potential customers promoting

both your CRM product and the CloudCall Click integration (Partner and SYNETY)

3) Publication of a dedicated page promoting your product and integration on SYNETY and Partner websites

4) Publication of our partnership across the social networks (Partner and SYNETY)

5) Promotional video and building a customer case study (Partner and SYNETY)

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2.0 Getting Started with your Integration

2.1 Signup for an API account

To start your integration, please activate your free API account at https://www.synety.com/api

Once your details are completed, we will automatically create your account and email you the login details and a copy of our CloudCall API reference guide. The latest copy of our CloudCall API and code examples can be downloaded from

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2.2 API Developer Support

SYNETY will provide you with integration support every step of the way. In addition to a dedicated account manager you will have access to our UK based API developer support team who can assist you with any development or technical questions you may have.

API Support Contact details: Tel: 0330 335 0000 (option 2) Email:[email protected]

Skype: SYNETY API Support

2.3 Development Testing

In order to maximise customer satisfaction, it is important we ensure the integration you have developed works correctly and that the signup process we build on our website for customers is simple and automated.

2.3.1 Once you have completed your testing, you provide our development team ([email protected]) with login details

containing username, password and URL to your CRM. Our development team will endeavour to test and feedback test results to you within 2 working days.

2.3.2 On completion of testing, our API developers will hand over to our website team who will build a signup process and dedicated webpage for your integration. You will be required to supply an email address (or webservice details) in order to pass through the CloudCall Click account details that will be used on your integration. For instance, an email

address: [email protected]

When a customer signs up to CloudCall Click and selects your integration (as part of the signup process), we will

automatically email the account details through to [email protected] so that you can integrate these into

your customers CRM login details at your end.

2.4 OAuth authentication

As an alternative to maintaining a list of CloudCall Click account details on your CRM system, we also offer OAuth authentication, negating the requirement for you to store CloudCall Click customer account details on your CRM

system. More information on OAuth can be found in our API guide or at www.oauth.net

2.5 Timescales for integration

The SYNETY CloudCall API is implemented using a RESTful interface which greatly speeds up development time. The total integration time should be no more than 4 weeks.

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3.0 Your Return on Investment

We have specifically developed CloudCall Click for CRM partners to improve sales of their CRM product to new customers and reduce the churn of existing customers.

In order to integrate with the CloudCall API, our partners are required to perform development work which costs money. You will re-coup your investment in development time in the following ways:

3.1 More customers through CRM product differentiation

Once you have integrated, you will be able to approach the market in the knowledge your CRM product can be fully integrated with customers’ telephony systems – without any infrastructure changes on their part. This will differentiate your CRM product further in the marketplace.

3.2 Reduction in customer churn

Customers using the CloudCall Click integration for your CRM solution will notice a dramatic increase in their sales team efficiency. This feature will serve to increase the ROI in your product and tie the customer closer to your CRM as opposed to your competitors’ products. Our Click integration is proven to be effective in reducing customer churn as you expand your customer base.

3.3 Lower your customers costs and maintain your profit margin

Customers using CloudCall Click inside your CRM solution will immediately see a reduction in call costs because SYNETY passes wholesale calls costs directly through to the end customer. The average cost saving is £20 per user per

month, and since the Click service is only £10 per user per month the Click service pays for itself on day one. Not only

that, the additional cost saving effectively lowers the cost of your CRM by approximately £10 per user per month without you needing to lower your profit margin.

CRM Partner on-boarding guide. Version 1.1c