Stages of CRM implementation in the online shop
The first stage of implementing CRM-system is the formation of the company’s structure and the establishment of employee communications in chats and groups:
The introduction of the telephony tool allowed managers to make and receive calls directly in the system. All conversations with clients are recorded and the manager has access to dialogs with the client, can clarify some details of the order without disturbing the client.
And thanks to the integration of workers’ work mail with CRM, now you do not need to waste time checking emails. Notifications come immediately to the personal account:
We correctly configured open lines, due to which the client received comments and requests for private messages from all social networks immediately to CRM-system.
1C CRM was connected, due to which all requests from marketplaces like Prom, Rozetka, Hotline, Stone and store sites came to the same platform — CRM, where they were developed by managers.
The next step is the automation of sms order messages. Thanks to the integration of the CRM-system Odeyalka company with Nova Poshta, the client automatically receives messages about the status of the order, TTN number, and that the order has been delivered to the post office. It is very convenient and saves managers time. Now there is no need to manually enter TTN in personal messages to the client, worrying whether the order number is correctly indicated.
Since the store occasionally launches targeted advertising, it is important to evaluate its effectiveness and know exactly where the customers came from and which of the sources of sale is the site, social networks, market place, profitable. To do this, we have configured UTM tags.
Now you can see where the client came from and where it is more profitable to distribute advertising in the future.
We also set up filters in customer cards so that the manager can quickly find the necessary information. For example, the filter “Loyal customers” so that the employee can, if necessary, work with customers who have repeatedly ordered goods in the store and do newsletters for them with special offers, discounts, and so on.
We translated all sites on 1C 8.3 OTP. Now the order at a certain stage in CRM falls into 1C and is automatically written to the accountant.