Benefits of Integrating CRM with Work Management Software
Published: 24/09/2021
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Today’s article examines whether CRM (Customer Relationship Management) and work management software should be integrated into a single solution or remain separate products. Specifically, we will focus on the recruitment sector and explore how your business can benefit from connecting a digital timekeeping solution with a CRM.
We don’t support the claims that CRM and recruitment management software should be part of the same product. However, we also believe they should not be used independently of one another. Our stance is situated between these two options.
Ultimately, recruitment agencies adopt both types of software for the same reason: to speed up their workflows, such as sourcing candidates, payroll, and billing. While the direct function of each solution is entirely different, the end goal remains the same—workflow management.
The best approach is to stay in the middle. Don’t merge the CRM and time management systems, but don’t separate them either. Link them through integration. This creates a centralised approach to process automation in overlapping areas, enabling the creation of unique workflows.
CRM integration refers to the connectivity between your CRM and other software. It is most efficiently achieved through the use of APIs and software services. Integrations enable the expansion of the software’s functionality by unlocking automation opportunities and providing a centralised approach to all your systems. Both eliminate the need for manually entering data from one system into another.
Integration can enhance multiple aspects of the business, ranging from team alignment and productivity to creating a better customer experience. In other words, integrating CRM with other third-party applications has the power to unify all your business efforts into one well-oiled machine.
The key benefit of CRM integration is automating manual processes across different platforms where they overlap, which provides centralised reporting. What can or cannot be automated varies depending on the solutions. Regardless, the ultimate benefit is a faster pay and bill cycle.
For example, if your consultants enter client billing, candidate, and placement details into their ATS, this data is automatically transferred to the work management system. The same data is then used to generate invoices and process payments. In other words, there is no need to manually type invoices or calculate billing and payment figures.
CRM integration can help automate other workflows within the business. For example, consider an integration with a document signing platform. This would allow you to send, track, and eSign documents directly in your CRM. Our own Recruitment pay and bill system integrates with a document signing system. By linking the CRM and our billing management system, you will unlock even further integrated functionality.
Before the popularisation of SaaS, it was common to seek an ATS/CRM as the sole solution for managing recruitment agency workflows. However, this approach has its drawbacks. As you scale, your requirements increase. Certain aspects of the CRM may no longer be suitable.
For example, the CRM may have had a basic billing system that worked for you as a small agency. However, it cannot provide the flexibility to meet your growing customer demands, nor can it export data into your new accounting system automatically. By integrating the CRM with a well-established billing system, you will instantly gain that additional functionality.
Selecting an ATS/CRM that offers numerous integrations or adopts a flexible approach to new integrations (e.g. through the use of an API) can future-proof your adaptation to growing requirements.
Here’s a simple illustration. The ATS provider can focus on what they know best – helping you source candidates and manage your customer relationships. The billing system specialises in producing structurally correct invoices and works seamlessly with your distribution workflows. The document signing platform offers the best interface for signing contracts, and your commissions are calculated through software that accommodates niche commission calculations. The point is, you can continue to grow your SaaS toolbox as you scale, swapping or changing parts of your setup as your requirements evolve.
Different solutions are utilised for tracking various types of data. For example, a digital timekeeping software like ours can provide a detailed breakdown of your temp margins and an analysis of your most profitable temp consultants. However, it will not indicate how well your agency is performing overall based on permanent recruitment status, examining individual consultant targets, or cash flow.
To address this gap, you should integrate with a business intelligence system. Aim for one that can pull data from all stand-alone components and provide analytics that cover all aspects of your business. Integrations allow you to contextualise the data collected across different channels.
Centralised reporting of data collected across various channels enables the discovery of opportunities and the mitigation of risks. This results in a more accurate assessment of the current situation.
Combining data collected from various sources places metrics in different contexts, expanding your analysis options and enhancing your understanding of the situation. The clearer your understanding of your processes and their results, the more informed your decisions will be. Integrations provide a means to achieve this by allowing you to easily consolidate data gathered from different tools into a single report.
Linking software used by different departments fosters closer collaboration among them. Accessible visibility of information collected throughout the business enhances alignment and facilitates collaboration.
Transparency is the cornerstone of effective collaborations. By providing visibility across departments through software integrations, you enable your teams to work together more harmoniously. By understanding one another’s work, different departments can develop workflows that incorporate each other’s unique skills and needs.
In other words, software integrations promote better teamwork by centralising individual KPIs and putting them in the context of larger goals. The more teams collaborate, the better they understand one another. Strong relationships foster trust, which then leads to enhanced alignment and accelerated business growth.
As we have stated at the beginning, customer relationship management and work management should neither be merged nor siloed. Instead, they should be linked together, and the way to achieve that is through integration.
By integrating various solutions, you gain centralised access to data that would otherwise remain inaccessible. Furthermore, placing different metrics in context aids you in making better business decisions.
We place great emphasis on integrations when developing our products. This approach gives our clients many options, including those with their favourite solutions.
Still unsure how it works? Schedule a demo and we will guide you through it.