Government App Maisters Inc. is recognized as one of the top digital solutions provider in the United States. bringing digital transformation solutions to federal government, state & local government, higher education, and K-12 education
The client is a major international marketplace headquartered in Washington, DC, operating in the online marketplace and digital commerce sector. Their platform allows users to discover and purchase experiences, activities, and services in major cities worldwide, serving over 60 million members and selling more than 205 million vouchers.
To enhance operations, the client aimed to improve inside sales productivity and gain better visibility into outbound call metrics. The solution helps local and national businesses attract new customers through targeted marketing opportunities while streamlining sales processes.
The client relied heavily on inside sales representatives to contact potential partners and businesses. Their sales team consisted of 150–200 inside sales representatives making both cold and warm calls.
Key challenges included:
The client required a solution that could connect their phone system with their CRM to improve productivity and reporting.
A Salesforce CRM Call Center solution was developed to integrate the phone system with the Salesforce platform.
The solution connects Salesforce with third-party Computer Telephony Integration (CTI) systems, enabling seamless call management directly from the CRM interface.
Key components of the solution include:
This solution enables sales representatives to manage calls directly within the CRM environment.
The platform includes a customizable SoftPhone tool that integrates directly with Salesforce.
Key capabilities include:
This interface helps sales representatives manage communication efficiently while working inside the CRM system.
The CTI system was designed to work across multiple browsers and operating systems.
Supported platforms include:
This flexibility ensures that sales representatives can access the system regardless of their device or operating system.
The integration leverages standard SOAP API calls to extend Salesforce functionality.
Key capabilities include:
This approach ensures a stable and efficient integration between the telephony system and Salesforce.
Before:
Disconnected phone system → Limited reporting → Manual call tracking → Lower sales productivity
After:
Integrated CTI system → Real-time call reporting → CRM-based call management → Increased sales efficiency
The Salesforce CTI integration significantly improved the client’s sales operations.
Key outcomes included:
🔹 Better reporting and data analysis
🔹 160% increase in productivity
🔹 Higher number of lead calls completed daily
🔹 Easy-to-use system with minimal training required
The solution helped sales teams operate more efficiently while providing leadership with better insights into call performance.
The Salesforce CTI Integration solution successfully connected the client’s telephony system with their CRM platform.
By enabling call management directly within Salesforce and improving reporting capabilities, the system significantly enhanced sales productivity and operational visibility.
The integrated platform now allows sales teams to manage calls efficiently while giving leadership deeper insights into sales performance metrics.
