About Client
The client is one of the leading and high-end furniture retailers tagged as Made in the USA. With a wide range of products and established customer base, the client wanted to enhance business productivity by combining offline and online sales processes for their sales representatives. They wanted to integrate the existing SAP ERP to CRM to execute strategies that help in retention of customers as well as driving customer base along with providing a one-step solution for internal employees.
About Product
The CRM implementation focuses the practices, strategies, and technologies that used to manage customer interactions and customer data. Right from the order management to the enhanced internal communication, CRM also provides improved analytical data and processing. Categorizing business information and sales management, the system can identify the prospective customer that can be converted with proper planning. Overall, CRM aims to cultivate the customer relationship for the business by taking care of customer transactions, preferences, needs, and requirements.
How we did it ?
We implemented popular SuiteCRM with customized procedures and effectual functions. It is a community version of SugarCRM. SuiteCRM is an efficient, powerful and flexible tool that provides automated actions to establish a robust customer base. SuiteCRM is used and trusted by world’s largest organizations to handle massive customer transactions that can be resulted in increased business growth. We synched product, orders, customers, and quotes and facilitated it with standard sales pipeline process. We also integrated client’s SAP system to Magento and synched the Magento data with SAP system. Magento SAP integration also helped to track end-to-end order processing which ultimately results in modeling business processes.
Challenge: Option to Select Either ‘SMS’ or ‘Email’ mode, or Both
The client can get in touch with the customer either through SMS or emails, or in some cases by both the means of communication as per the requirements.
Solution:
The developers set up an option wherein the client can easily select the types of campaigning systems and the system automatically generates emails and sms details in real time.
Challenge: Integration of Pulse SMS API
The customer needed to have the sms service of a third party SMS provider - Pulse. The toughest part was to integrate the PULSE API with our CRM as PULSE has its own mobile app that sends sms via carrier companies available. Hence, integrating their API with our CRM product was tricky.
Solution:
The Brainvire team proved their mettle by redesigning the API in such a way that it re-routes the SMS generated by the CRM product to the Pulse service and the customers then receive the SMS through their respective mobile carriers.
Challenge: Dynamic Template Creation According to Choice of Leads
It was the major challenge in this project as the layout and style formats differ for an email and SMS texts.
Solution:
A special logic was developed that identifies the lead’s preference, fetches lead information from the database, pushes it to the template and modifies the template design, all in real time!
Challenge: Scheduling of Campaigns
The Biggest challenge was campaign scheduling. Customers run multiple campaigns in a day and chances are high that two campaigns can cross over for scheduled times and hence create a deadlock.
Solution:
A special algorithm was developed that automatically checks if each of the two campaign schedules, back to back, should have at least an hour difference in start timing and no other campaign in a queue will run until the previous campaign is over, hence avoiding collision between campaigns.
Result
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1
Setup and Use Recurring Target list
Client was able to setup different target lists according to different parameters such as location & age group.
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2
Smooth Campaigning
Multiple campaigns can be scheduled when needed, avoid any cross-over automatically.
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3
Understanding Customers’ Mind-set
The generated reports gave deeper insights of customer’s response frequency on sms and emails.
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4
Boost in Leads
Successful campaigns will result in a database of leads that can be potential clients
Client Testimonials
Kevin Clor
COO, Tent and Table
Mr. Dan Weber
CSO, Furniture Manufacturer
Mr. Debasis Panda
Group IT Manager – ESAG
Mr. Mohammad Fazullah
IT Director of Zafco
David Byun
CEO of Accessory Geeks
Juan Mira
IT Development Associate - Costex