Only a voice-based dictation system can capture longer, more complex explanatory information simply and quickly and sync or push it directly into the CRM databases.

Capturing explanatory knowledge requires processing capability far beyond that of speech recognition or speech-to-text applications today. As interesting as these technologies are to our technological brains and imaginations, they are not facile or agile and not accurate enough to handle the rugged and open environment of the sales reps on the go with noise in the background, the wind blowing, and the cold in the nose of real work on the road. Speech recognition works in a closed dictation environment where the system has been trained on the person’s voice, where the vocabulary is very narrow and well prescribed, and where there are no ambient noises or distractions that overwhelm the clarity of the audio quality.

A two-part voice-based CRM data entry system starts with (1) human dictation and human transcription and finishes with (2) sophisticated technology that syncs the information automatically into the CRM system database. First we have to capture and process the explanatory information; second, we have to move it automatically into the databases.

PART 1 HUMAN DICTATION AND HUMAN TRANSCRIPTION. Let’s talk about the first requirement, the human dictation and human transcriptionist, for a moment. Many is the man or women a little older who enjoyed the environment where a manager was supported by a human administrative assistant. Let’s call the person ‘Sam’ (male or female). Sam has been with the “boss” (man or woman) now for many years, knows exactly what is going on with the business, runs the major office systems, processes the dictated information, and otherwise is, in most cases, the most important person in the office. Sam takes dictation using shorthand, types it, and prints it out for signature. It is near (if not completely) perfect. He/she knows what the boss is talking about, listens with a perceptive human mind to make adjustments even when the wrong things are spoken, and otherwise “manages” the dictation/processing system to make sure the end result is as perfect as possible. One person is speaking or dictating; the other is listening and processing. The dictation/transcription channel is clear, so the information transfer is accurate.         

That kind of applied intelligence is what the voice-based CRM data entry system provides to the sales team. The sales people are the speakers, and their clear dictation is the start of the process towards the database. The transcriptionists are native-English language speakers, experienced business environment adults, and U.S. Citizens living in the United States. They are using company-specific glossaries of names and terms, so they can produce a transcript that is near 100% correct in all aspects. It is these essential human characteristics that the voice-based CRM data entry system brings to ensure a clear channel of communication for accuracy. This means the sales reps speak in the information once and is done with it – no lengthy and time-consuming editing of documents machine processed poorly, with the revision of complex explanatory information often taking longer than the dictation, thus doubling the demand on the sales rep.

PART 2 SOPHISTICATED TECHNOLOGIES. Now, let’s talk about the second requirement, the sophisticated software and hardware of today that syncs or pushes the information automatically into the CRM database fields. As a company sets-up a voice-based CRM data entry system, the leaders determine the fields of information they are most interested in gathering from the customer relationship meetings. These fields are then listed on a prompt card given to the sales reps to assist them in directing the focus of their sales meetings, taking good notes, and then reporting. The sales rep then speaks into the phone in his/her information and hangs up. The human transcriptionist converts the information from audio to digital and enters the various information threads into technologies that prepare it to push into their proper CRM database fields. All it takes then is a “Submit,” and the information is now synced or pushed into the CRM databases.

GoToMeeting demonstrations and discussions are an excellent way to see voice-based CRM data entry tools in action. Put “Voice-Based CRM” or “Voice 2 CRM” into your browser and look around at the solution offered there. Perhaps you will see there a tool that you can add to your existing or being implemented CRM system to ensure (1) user adoption and (2) the most fertile and rich CRM databases possible for understanding, decision making, and action.

After all, isn’t that why you bought CRM in the first place?