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.
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.
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.
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.
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.
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.
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.
It was the major challenge in this project as the layout and style formats differ for an email and SMS texts.
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!
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.
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.
Client was able to setup different target lists according to different parameters such as location & age group.
Multiple campaigns can be scheduled when needed, avoid any cross-over automatically.
The generated reports gave deeper insights of customer’s response frequency on sms and emails.
Successful campaigns will result in a database of leads that can be potential clients
COO, Tent and Table
CSO, Furniture Manufacturer
Group IT Manager – ESAG
IT Director of Zafco
CEO of Accessory Geeks
IT Development Associate - Costex