Customer Care Management - CRM Solutions

We implemented a standard ERP system for several ecommerce organizations, aiming to establish standard processes while customizing the standard system to cater to customer needs. After extensive research, we developed our own product that encompasses all ecommerce order fulfilment requirements for various types of ecommerce. This solution manages everything from order receipt through your ecommerce portal to order delivery to clients, whether integrated with any ERP system or not. Our system enhances warehouse productivity and reduces customer license costs by improving process flow, speed, traceability, and accuracy.

This solution also includes essential CRM features: 

- Dynamics Order Searching utilizing diverse filters (e.g., Order No, Date, E-mail, Phone No, Amount, customer city, Order status, and more).

- Setup of Order Confirmation rules, allowing the application of different business logic based on customer category, country, order amount, payment type, and customer history.

- A 365-day order view, Order Tracking, and Dynamics Order & Item level Status.

- Advanced CRM operations such as placing a new order and editing existing orders.

- Options for Order Hold, SKU & Order level Cancellation.

- Return & Exchange management and Address Management.

- Refund processing for customers through online, offline, and wallet systems.

- A Ticketing System for creating, tracking, assigning, performing operations, and closing tickets, along with Product Not Available (PNA) & Last item QC Fail Management.

- Customer Communication via Auto SMS and Email with dynamic templates and service providers.

- Management of Customer Compensation, Wallet, and Refund processes.

- Price Management.

- Charges Management (including COD, Shipping, Gift, Installation, Wrapping).

- Customer Profiling and Customer Order History tracking.

- Dynamic Customer Categorization (Gold, Silver, VIP, Normal, Blocked).

- Analysis of exchanges and cancellations, including customer wallet amount management.

- Dynamic reporting on agent performance, customer performance, payment gateway performance, and SKU performance (top & bottom sales).