Balluff boosts telesales efficiency with Heedify CRM integration

About Balluff

Balluff is a leading provider of sensor and automation solutions, with a global presence spanning multiple continents. As part of their digital transformation and modernisation efforts, Balluff migrated to Microsoft Teams across all their sites in Asia. This move was crucial to unify their communications infrastructure and support their regional marketing and telesales teams operating across China, Thailand, Singapore, Australia, Japan, and more.

By embracing a Microsoft Teams contact center, Balluff created a unified communication framework ready for seamless contact center CRM integration.

About Heedify

Heedify offers a powerful cloud contact center solution based on Microsoft Teams, designed for seamless CRM integration, real-time supervision, and advanced reporting tailored to client needs.

Through contact center CRM integration, Heedify helps organisations improve workflows, unify customer data, and gain actionable insights.

“The Heedify team demonstrated an exceptional ability to integrate deeply into our existing systems. Their responsiveness, understanding of our operational context, and the quality of the customised reports delivered were instrumental to the success of this project.”

Tim Yu, Head of IT APAC, Balluff

This testimonial highlights the effectiveness of HubSpot CRM integration within a contact center CRM integration strategy.

Challenge

Balluff’s telesales team in Asia is responsible for reaching out to prospects across several countries. Each agent operates with a personalised task list managed in HubSpot CRM, detailing which prospects to contact and follow up with.

Key challenges

• Disconnected tools between telephony and CRM, leading to time lost switching between interfaces.
• Lack of centralised visibility on telesales performance across countries.
• Inability to track or analyse call outcomes effectively.
• Agents needed a more streamlined workflow to complete their daily tasks efficiently.

These challenges made it clear that telesales productivity tools alone were not enough. What Balluff required was a robust contact center CRM integration to connect telephony with CRM and empower both agents and supervisors.

Solution

Heedify delivered an integrated contact center CRM integration tailored to Balluff’s unique requirements:

• Seamless integration with HubSpot CRM. Using SSO, agents log into Heedify and immediately access their HubSpot tasks directly from the Heedify interface. This illustrates the power of HubSpot CRM integration in daily telesales operations.
• Click-to-call and call summary. Agents initiate calls directly from their task list and log a summary once the call is completed without switching platforms.
• Task management within Heedify. Agents can mark tasks as completed directly within the Heedify console.
• Call recording and history. All calls (both outbound P2P to PSTN and inbound via queues) are recorded, with histories available per contact.
• Real-time dashboard. Supervisors gain visibility into real-time queue statuses, agent performance, and volume of completed tasks.
• Custom Power BI reports. Heedify developed a fully customised reporting template for Balluff, enabling a unified view of telesales activity across all countries.

This end-to-end CRM integration demonstrates how Heedify’s approach goes beyond software to deliver a fully scalable cloud contact center solution.

Results

• Rapid deployment. Initial rollout completed in just a few weeks. Adding new countries now takes only a few days thanks to Heedify’s scalable setup.
• Increased agent productivity. With all tools in one interface and synchronised CRM data, telesales efficiency improved by over 20%. This shows how the right telesales productivity tools, combined with effective contact center CRM integration, can significantly enhance business outcomes.
• Real-time supervision. Supervisors can now track agent activities and task completion live, enabling faster coaching and support.
• Data-driven decisions. Customised Power BI reports offer clear visibility into agent performance, task resolution rates, and call outcomes, across all countries and over a two-year historical period.

Conclusion

By partnering with Heedify, Balluff transformed its telesales operations in Asia into a streamlined, insight-driven engine that empowers agents and supervisors alike. The combination of deep contact center CRM integration, real-time supervision tools, and tailored analytics has positioned Balluff to drive smarter marketing decisions and improve customer engagement across the region.

This success story is a strong example of how a Microsoft Teams contact center, enhanced with contact center CRM integration, creates long-term value and measurable growth for international businesses.

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