Ben Jarvis, product manager at ECI Software Solutions, discusses integrating your ecommerce and order management system with your CRM
While many were hoping for a sense of normality to return in 2021, supply chain disruption and the ongoing uncertainty caused by COVID-19 continued to impact all sectors. The office product and workwear supplies industries were certainly no different, with businesses having to adapt their product roadmaps, with specialist technology becoming a vital ally throughout this decision making process.
Up-selling
When faced with challenging times, having a reliable and loyal customer base is essential, but customers will only remain loyal if they know you are able to deliver the quantity and quality of products they expect, on-time.
Once this relationship is established, you’ll be in a strong position to consider cross or up-selling certain product lines – as many did throughout the pandemic.
Via a specialist ecommerce and order management solution, you can automate promotional features, ensuring that customers are notified of deals that are most applicable to them. Should they go to order an item that’s listed as out of stock, alternatives can be offered and any related items also displayed.
Integrating with your CRM
By integrating your ecommerce and order management solution with your customer relationship management (CRM) system, you can gather a wealth of data to help inform future decision making.
Via a CRM system, you can easily access customer profiles and their full order history, able to gain a better understanding of their needs and identify additional services you can offer.
It’s also important to remember that in a digital world, customers are increasingly choosing to connect in different ways. Some will reach out via telephone, while others will prefer the instant messaging service or email. Without a CRM system, it can be difficult to track and keep an accurate record of past interactions – potentially creating problems down the line.
From improving customer satisfaction tracking, to more targeting marketing, with a fully integrated solution your customers will soon start to notice a more personalised level of service – leading to more sales and business growth.
To find out more about ECI EasyOrder and how it can help your business, visit our website.
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