Client's request
The main request of the client is to create a sales department with an automated sales funnel, streamline the customer base and set up work with it, as well as take away routine actions from managers, which took a lot of time.
In order to realize the wishes of the client, we designed the structure of the company in the form of a hierarchy, where it is clearly visible what position each employee holds.
After that, we set up integration with the sites and marketplace of the client, that is, an online platform that provides products and services.
We also connected three client’s sites to the system, so as soon as the customer makes an order on one of the sites, he is automatically uploaded to CRM in the deals section with full information about the order. The responsible manager receives a notification about a new order, and a message is automatically sent to the client with the order number. This is fundamentally important for our client, as the speed of order processing will increase in a few times.
The next step is the integration of CRM with the cabinet of Nova Poshta and Ukrposhta. Integration with the postal services made it possible to create a TTN in the customer’s card without switching to other resources, immediately upon confirming the order, the manager can check the necessary post office, indicate the type of delivery, and do some other available functions. But the basis of the automation of the sales funnel is an integration with the postal services, namely, after the creation of the TTN, the order will automatically change its status depending on where the package is located. This allowed removing a large amount of routine work. A series of notifications were also set up for the client with information about his order.
After that, we connected an SMS resource to send notifications to the client about the status of the order.
We also connected the telephony function. Now all calls to and from clients can be made in the system. In addition, conversations are recorded and stored automatically. The manager can once again listen to the call and check the necessary information about the order, and the chief of the company can monitor the work of the manager and his manner of communicating with customers.
We also set up a sales funnel by status. For example: when a parcel is received by a new mail from a supplier to a client, an SMS is sent with the TTN number. Also, after the parcel arrives at the branch after 3 days, the client receives an SMS with a reminder that it has been at the department for 3 days.
In order to make it easier for store managers to work with customers, we structured our customer base. All information owned by company employees — contacts, transactions, customer addresses and so on, we distributed in the product card in different custom fields. Now it is clearly visible at what stage the work with the buyer is and what measures need to be taken. The system automatically reminds the employee what needs to be done at a certain stage of the transaction, so not one client will not be left without attention.
