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CRM - (Customer Relationship Management)
Provides a 360° view of customers
SigmaCommerce CRM offers a true 360° view of the user’s customers. Not only does the user have a single screen for sales and order processing but also easy access to transactional history for orders, returns and customer service/case management. In addition, there are a multitude of ways to interact with customers, from one-on-one email messaging, to traditional telephone calls and the self-service ecommerce that allows customers to easily find answers, plus manage their preferences and profile.
- Single order entry screen
- Browser-based, allowing for remote Call Centers
- Track promotion and source codes
- Multiple payment methods
- Create and maintain customer profiles
- Reduces reliance on purchased demographic data – creates and manages customer profiles
- Reduces reliance on printed catalogs – CSRs view catalog pages on screen
- Opportunity for up-selling and cross-selling by agent
- Integrates shopping cart and electronic customer care
- Equip CSRs with special offers or new item information
>>SALES AND ORDER PROCESSING MAXIMIZED
- Track inventory availability and order status in real time
- Multiple billing and shipping addresses
- Able to process B-to-C or B-to-B orders with unique processes for each
- Search products and view catalog/ecommerce product images and copy
>>INTEGRATED CALL CENTER / CUSTOMER SERVICE
- Integrated with the back-end system and data repository
- Manage customer attributes for use in promotion planning
- Up-to-the-minute product and promotional information
- Track warranty information related to certain products by customer
>>CASE MANAGEMENT
- Handle complaints, returns, information requests and contact information
- Defined workflow is initiated and issues are routed to correct personnel
- Automated emails can be set up for immediate response
>>ECOMMERCE
- All customer-managed data is available to Call Center representatives
- Updates to products, product combinations and pricing can be completed WITHOUT a web developer or IT team
To request a demo or more information about our multi-channel retail software or multi-channel order management solutions, click here or call us toll free: (800) 383-4421.
