CRM for an online store

Are you planning to take your online store to the next level? You cannot do it without modern management approaches. Today, we will tell about the main CRM options for e-commerce platforms and consider the reasons for the need to integrate the system and examples of software.

Every website that offers goods or services should have a clear algorithm for working with end users. A simple online product catalog won’t help – clients may simply not know about your offers. There is a clear rule in the field of online commerce: the interests of the buyer are always a priority. A small resource or a large online store – using CRM systems is beneficial for businesses of any scale.

Today, there are several main options for storing products. An online store chooses the one that suits its customer service model.

Typical schemes for organizing the storage of goods are:

• Warehouse. A standard storage system used by many online stores. The company stores its assortment in a specially allocated space – a hangar, a large enclosed area, garages, and other complexes. This puts forward a number of requirements for the owners: preparation of the premises, staff, and well-organized logistics. 
• Dropshipping. A modern way of organizing product storage. An online store is no longer tied to a warehouse, and it is no longer necessary. Instead, storage and shipment are organized by the supplier of the goods. The business only needs to run an online store and expand its markets. Dropshipping is one of the best models for young companies because it does not require significant financial investments.
• Fulfillment. The principle is somewhat similar to dropshipping, but it provides more opportunities for marketplaces. Storage and shipment of products are outsourced. Special operator companies take over these tasks. The store sends information to the fulfillment center that processes orders.

In any of the described warehousing schemes, CRM plays an important role. It is this system that organizes direct contact with the warehouse, is responsible for accurate logistics and shipment control.

What is a CRM system – it is a functional software package for managing workflow and customer relations. The main task of the software is to optimize most tasks and perform them automatically.

CRM for an online store performs the following functions:

• collecting, organizing and storing information about clients, their preferences, and communication channels with them;
• planning and control of product sales: CRM allows you to set up a full cycle of product sales (from meeting a client to completing a transaction), analyze potential problems and methods of their elimination;
• marketing: a typical task of a CRM system is to automate advertising, sales strategy and communication with the client through various channels (phone, social platforms, etc;
• improving communication between management and staff;
• compilation of statistics on the quantity, range of goods, and customer demand;
• quality control of tasks and working hours;
• reducing the number of errors due to the human factor by optimizing business processes;
• analytics, statistics of the online store.

CRM integration solves an important issue for the company – the automation of document flow. From the moment of activation, the software will be responsible for all the documentation present on the trading platform. The data is collected in one place, and the program creates standard documents (invoices, forms, warranty checks) automatically.

CRM rating in the e-commerce segment for the previous year:

• Sales Drive;
• Key CRM;
• KeepinCRM$; 
• OneBox;
• Asterisk;
• Navkolo.

The rating was based on user feedback and software popularity as a percentage.

What makes a CRM the best? The answer is simple: the top option is the one that covers all business tasks with its functionality. CRM for online stores should be chosen based on your own company. In addition, pay attention to:

• setting up the complex;
• availability of a mobile version;
• clarity of the interface;
• availability of regular updates.

Of course, the cost of the software is an important factor. Young startups don’t need expensive systems – it is a useless financial burden.

A CRM system for an online store is deployed in several stages:

• analysis of the online store needs;
• software selection;
• formation of technical task;
• installation and configuration of CRM;
• training of personnel to work with the software;
• data transfer;
• testing and system delivery to the customer.

Later, the developer updates and expands the functionality of the system in accordance with the terms of the contract.

The ideal solution is a personal CRM for commerce. Skylex specializes in the development of such systems for entrepreneurs in Ukraine and abroad. The customer receives:

• fully customized software;
• an exact set of necessary functions;
• customization specifically for your own business model;
• prompt support from the developer.

Proprietary software is more financially beneficial in the long run. The customer does not need to update the license, because this system is his intellectual property.