Keep customers firmly in mind with order-based CRM
With our OrderCRM module you can inspect the current status of an order at a single glance and get a quick overview of all customer activities. This enables you to respond quickly – an important factor when it comes to customer loyalty and customer service. It brings you closer to your customers and lets you provide meaningful status information at all times, creating clear and comprehensive communication when it comes to orders. Does your customer service need important order information? Your staff will have easy access to payment, product or shipping information directly in the stored communication information.
Automate your commercial processes using the eF|CommerceEngine’s CRM module. The integrated CRM function allows you to generate automated or manual communication. Set up important customer notifications to be generated automatically via email. In this way, for example, a reminder can be sent to a customer who has ordered for direct collection to let them know that the goods are available to collect in store.
consistent customer communication across all sales channels
seamless and transparent order communication
clear overview of order history
quick access to resolved and open returns
generate important customer notifications automatically via email
News and contact management
The news and contact management offers consistent and transparent customer communication across all sales channels:
- CRM events
- sales channel integration
- multiple links
- task management
- template management for emails: receive and send emails with response templates
- integration of third-party systems
Use our efficient customer management system, which gives you a clear and simple overview of customer-related business processes – directly within the eF|CommerceEngine. Manage your customers, create customer groups, coordinate vouchers and store as many customer IDs as you require.
Define and store the relevant newsletter types (text or HTML) and the associated newsletter indicator for each customer. You can store different newsletters for each customer. Numerous different search fields enable you to export newsletter recipients in CSV or Excel format for further processing by external newsletter software.
Manage customer complaints centrally and systematically. Complaints management is a significant component of CRM and all existing customer complaints are collated in a single complaints pool. Here you can create, configure and prioritise different complaints categories.
Staff at the call centre enter orders directly into the system. In addition, call centre agents can be granted central access to relevant order and customer data. You create customised agent profiles at each screen level using the permissions and roles administration functionality. There is the option of storing your own email templates to ensure consistent customer communication.