How to integrate SAS with BaseCRM
SAS offers a number of call center integrations that are designed to make your life easier. Base CRM is an all-in-one online sales platform that provides lead tracking, customer management, sales forecasting, and more. If your business uses this software, integrating your account with the Base CRM app in the portal will automatically push data from your calls into your CRM. This eliminates the need for you to do double the work, converting messages into CRM entries.
Follow the step-by-step instructions below to connect Base CRM to your SAS account. In this tutorial, you'll learn how to:
- Connect Your Base CRM with the SAS Base CRM App
- Set Contact Data Parameters
- Create Your Contact or Lead
- Configure Custom Mappings (Optional)
- Integrate Base CRM into Your Script
Connect Base CRM with Your SAS Account
1. In the SAS Desk portal, click Apps from the left side menu. From the Apps screen, click the Configure button under the Base CRM logo.
2. On the next screen, click Connect to my account.
3. A pop-up will open where you will enter your Base CRM Username and Password, and then click Login.
Setting Contact Data Parameters
1. Now that Base CRM is connected to the app, click Add configuration to begin the set-up.
2. The Base CRM Integration section will be displayed. This is where you'll set the parameters for how you'd like call data to be sent to Base CRM.
3. First, select the Script that you'll be connecting.
4. Next, you'll need to tell the system how to manage each caller's details. In the Workflow section, select the aspect of your Base CRM integration where we'll send callers' data. Subsequent data options may change depending on which of these you select.
Support > create and manage Contacts & Deals
Selecting this option will update existing CRM contacts, create new contacts, and create new deals based on the information that the caller provides.
Sales > create and manage Leads
Selecting this option will update existing leads in your CRM or create new leads based on the information that the caller provides.
Additional Settings (Optional)
If the Sales workflow option is selected, you can configure the app to search for a contact if no lead is found.
5. Now, choose what email address Base CRM will show in each case by selecting an option next to Add email. You'll have two email options.
- Select Populate Base CRM with email provided by the caller. to populate new entries with the email address our operators collect. If the caller does not provide an email address, no email will be logged in Base CRM.
- Use the Populate static email address. option to enter an address that will be displayed in all entries from SAS.
6. Lastly, decide whether you'd like the system to Update or Overwrite existing contact data. Depending on which workflow option you select, this section may update or overwrite Contacts or Leads.
If Don't update existing contacts. Create new ones. is chosen, SAS will look for an email match in your Base CRM installation. If there is no match, it will create a new case and a new contact. If there is an email match, it will just create a new case.
If Update contacts by overwriting any data with details from SAS. is chosen, SAS will look for an email match in your Base CRM installation. If there is a match, it will overwrite any existing customer data with data we've received from the caller.
If Update contacts by appending details from SAS without overwriting existing data. is chosen, SAS will look for an email match in your Base CRM installation. If there is a match, it won't overwrite data but will add any new details received.
Create Your Support Ticket or Lead
Once the contact data parameters are set, you'll need to create the content of the new entry we'll be pushing to Base CRM.
1. Next to Description, you'll see a list of all of the custom step labels associated with the campaign you selected, in addition to default variables, such as [FirstName], [PhoneNumber], [Email], etc. If you have multiple paths in your script, they will each have a different set of variables. So, you'll need to access the call script builder to determine the step labels in the specific path you are mapping.
Keep in mind that you can build a separate integration for every script path, each with their corresponding step labels.
Click the variables from the left side, and they will populate in the box on the right.
2. After you add the variables that you'd like to appear in the contact or lead description, be sure to format them by placing each element on a separate line. You can also add headings such as, "Phone Number: [PhoneNumber]."
Base CRM Custom Mappings (Optional)
Once the data section is complete, you can map your call data directly to specific Base CRM fields by adding Custom mappings.
1. To begin, click Add new option.
2. In the first dropdown box, select either SAS or Text.
SAS will allow you to use specific SAS script variables to populate existing Base CRM fields. If you select SAS, the second column will allow you to select a script variable.
Text gives you the option to type your own data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.
3. After you've completed the second column, you will set the Object, Type and Base CRM Field.
If you've selected the Support - Contacts & Deals workflow, the Object dropdown will give you options for Deal or Contact. For Sales, the Object is Lead. In Base CRM, Contact and Lead have their own default fields. The Object determines which default fields will be available.
The Type dropdown gives you only one option: Standard. Selecting Standard will bring up the default fields for the Object you selected.
The last dropdown will display the Standard fields within your Base CRM setup.
Integrate Base CRM into Your Script
With all of your integration settings complete, you'll need to add the integration into your SAS script.
1. Click the Save configuration button in the lower right corner.
2. A pop-up will open containing the integration link. Right click to copy the link text, or highlight the link with your cursor and press CTRL+C. Then, click OK.
3. To complete the integration, follow the web pop instructions in this article. For convenience, paste the integration link into Word or Notepad. You'll need this handy to paste into the web pop.
NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution.