Customer contact now runs through six channels at once: email, WhatsApp, the chat on the website, phone, Instagram and sometimes a form as well. Trengo bundles them into one inbox. The gap that remains: your employee does see the conversation, but not who the customer is in your ERP — and so has to go searching in Odoo before they can do anything.
This integration closes that gap.
What the integration does
Two things, both small and both noticeable all day long:
- Automatic customer recognition. Based on the email address or phone number someone comes in with, the matching contact is looked up in Odoo. Your employee immediately sees who they are talking to, instead of asking "what is your customer number?".
- Create a sales order from the conversation. If someone calls to reorder, you create the order straight away without switching screens and without retyping the details.
Why this delivers more than it seems
A call-centre-style calculation: if an employee loses a minute per conversation looking things up, and a hundred conversations come in per day, that is well over two hours a day. But the real benefit is not in that minute.
It is in what does not happen. No order booked to the wrong customer because there are two Van Dijks in the system. No employee who says "I'll look it up and call you back" and forgets. No loose note in the inbox that never becomes an order.
What to watch out for
- The quality of your contact data determines everything. Recognition on email and phone only works if those fields are filled in properly in Odoo. If phone numbers are stored partly as 06, partly as +31 and partly with dashes, nothing will match. That clean-up is usually the real work.
- One email address, several people. With companies that email from info@, you recognise the company but not the person. Agree on how you handle that.
- Who is allowed to create an order? It is certainly handy, but not everyone in customer service needs the rights to create sales orders. Set that up properly in the access rights in Odoo.
Who is this interesting for
Mainly for companies with many repeat purchases and customer contact by phone or WhatsApp: wholesalers, technical trading companies, companies with a service desk. If you have hardly any inbound customer contact, the gain is limited.
What it costs
At the time of writing, €35 per month in the Connecta marketplace, on top of your Trengo subscription. View the Trengo integration, or read about integrations and EDI.