Customer Management (CRM)
Record customer information and confirm customer needs. Manage transactions and customer care: the system automatically filters data by pre-configured criteria, then automatically sends emails and SMS (text messages, Zalo) reminding customers when a service is due for renewal, ...
Inaccurate customer data management
Customer information is stored in many different places, with each salesperson managing their own set of customers across different channels, such as Excel files, customer-service systems, electronic channels, etc.
As a result, customer data becomes scattered and lacks a single source of truth, so managers cannot keep track of every customer-care activity, leading to errors such as reaching out to the wrong contact, under-servicing high-potential customers, or missing customers altogether.
Lack of interaction and personalization
When analyzing customer insight, an enterprise fails to truly understand customer needs, preferences, and behavior, leading to products and services that don't fit.
Difficulty handling customer requests and complaints
When a customer gives negative feedback about a product/service or has a post-sale support request, and the enterprise's customer data is scattered, resolving requests and complaints becomes incomplete — it's hard to know exactly what situation the customer is facing or whether it has already been resolved.
Customer retention
Customer service is always a top priority for enterprises, because customers are at the center of the business — they are the ones who directly generate revenue and profit.
An enterprise with good customer service will see a higher conversion rate from customers to loyal customers. When customers use a product/service, what brings them back isn't just product quality and reputation, but also the enterprise's customer-care standard.
So if an enterprise wants to retain customers, it needs a dedicated customer-care strategy.
Lack of statistical and analytical capability
To assess whether a marketing campaign succeeded, whether a product is selling well, how many leads were collected in the past period, or whether the customer churn rate is high, an enterprise relies on statistical reports.
However, with scattered data, statistics and analysis for the same period may be inaccurate, making it hard to track the enterprise's business performance.
=> The problems commonly encountered in customer management above lead to serious consequences for an enterprise, such as:
- Losing potential customers;
- Not being attentive enough in supplying products that fit customer needs;
- Spending too much on collecting customer data and acquiring new customers;
- Failing to convert customers into loyal customers;
- Damaging brand reputation.
Understanding these enterprise pain points, SIS Vietnam has launched a customer relationship management (CRM) software product with features such as automatic customer data storage, personalized interaction management, building and tracking marketing strategies, and detailed statistical reporting.
Compiling detailed customer information is the key to improving the customer experience and delivering better personalized service. To do this, enterprises are increasingly adopting CRM solutions built around the goal of "putting the customer at the center." That's why SIS Vietnam would like to introduce the Customer Management module of SISERPsme software, with the following standout features:
- The software automatically collects and stores customer information, synchronized on a single system.
- The CRM module in SISERPsme works like a sales funnel, tracking and nurturing customers at every stage, from first learning about the product, to purchasing, to becoming a loyal customer.
- Every customer issue, whether satisfied or unsatisfied, is automatically collected and updated by the system, so the enterprise can identify and thoroughly resolve every issue, delivering customer satisfaction.
- The software automatically filters data by pre-configured criteria, then automatically sends emails, SMS, or Zalo messages reminding customers when a service is due, wishing them happy birthday, announcing new products/services, discounts, promotions, etc., improving the effectiveness of customer-care activities.
- A detailed reporting system, from customer-care reports, revenue-by-department reports, to detailed revenue-by-contract reports and employee task-status reports.
For the enterprise
- Storing customer information
CRM allows storing all customer information from many different sources, including personal details (such as name, address, phone number, email, etc.), purchase history, and interactions with the enterprise via website, email, phone, etc.
After collecting data, an enterprise can segment customers into different groups for easier management and to build policies suited to each segment.
- Centralized, effective sales staff management
The software provides detailed reports on sales staff activity, from how long it takes to complete a task to customer-care reports. All sales activities are managed centrally and synchronized on a single piece of software, giving the enterprise the clearest possible overview of recent business performance.
- Lower costs, higher profit
SISERPsme was built to completely overcome the drawbacks of manual management or disconnected software. CRM automates every time-consuming manual process, removes unnecessary steps, and strengthens collaboration between departments, helping the enterprise reduce costs and optimize resources.
In addition, ERP's integration capability means the enterprise saves considerably on costs when scaling up its business, without needing to buy separate, disconnected software.
Furthermore, once an enterprise has detailed reports on customer preferences and behavior, it can supply products that fit consumer needs, increasing customer satisfaction.
- Centralized, inherited data
SISERPsme unifies features such as: customer management; sales-opportunity management; product and service management; system and employee management; task and appointment management; quotation management; contract management; marketing tools; statistical reporting; and membership/loyalty-card integration, all in one piece of software. All of this data is used centrally and consistently on one piece of software, rather than being split across separate parts, so an enterprise can manage it easily, quickly, and effectively.
For management
- Evaluating staff performance
CRM allows managing the employee list and assigning detailed permissions for each department. The system also logs every sales activity of each employee, including the number of calls made, emails sent, meetings held, opportunities created, and deals closed. This data makes it easy for managers to track the sales performance of each employee and sales team.
- Avoiding risk when a salesperson leaves
All customer information and customer-care history is stored securely on the system. When a salesperson leaves, a new employee or other team members can continue serving those customers without disruption.
- Setting up, managing, and tracking all campaign information
While setting up and running campaigns for customer-care activities, the CRM software lets managers follow the whole campaign from start to finish, then evaluate its effectiveness through conversion rates, customer feedback, and more.
For the sales team
- Easily sharing stored customer data
An enterprise can easily export customer data stored in SISERPsme to another file. Sharing information takes just a few simple steps, improving coordination and collaboration between departments in customer care.
- Managing information for each potential and target customer
If you spend a lot of time segmenting and managing different customer groups one by one, SISERPsme now lets you classify potential customers by their level of potential and tag customers by specific criteria, making it easy to search, filter information, and focus resources on the highest-potential customers.
- Boosting credibility, cutting hours, raising efficiency
If customer data is inaccurate, customer management becomes confused, which damages the enterprise's image in customers' eyes because their needs go unresolved. That's why more and more people use CRM — it manages information easily and accurately, cuts unnecessary work, and saves time.
For the Marketing department
- Send bulk marketing emails and SMS
To save time and boost customer satisfaction while reducing effort, SISERPsme lets Marketing staff create email marketing and SMS campaigns and send them in bulk to different target groups.
- Support promotion and PR for products/services, promotional programs, and discounts to the target audience
When setting up email marketing and SMS for each campaign — such as brand/product/service promotion, discount programs, etc. — the system automatically sends to different customer segments, ensuring the message reaches the right audience at the right time.
Recording sales orders
For order entry, an employee can enter data such as customer code, address, buyer, detailed product information, and amounts payable. Instead of writing everything down on paper, sales staff can record orders directly in the CRM system.
Multi-channel support (entering orders placed via different sales channels)
Instead of managing orders from different channels, resulting in inconsistent data and scattered order information, CRM integrates with other sales channels such as Zalo and Facebook — order data is updated and synchronized on the system, making it easy for the enterprise to track and manage every order.
Sales funnel — fulfilling orders from quotation to delivery
The Customer Management module's process works like a sales funnel, logging the customer journey from learning about a product, through quotation, to delivery.
After automatically quoting the customer, the software helps the user quickly, accurately, and promptly create a delivery note. The delivery note also serves as proof of delivery from the enterprise to the customer. When receiving an order, the customer also receives this note, which provides information about the address, recipient, and product contents.
This process helps the enterprise optimize time, quote customers quickly, and avoid making customers wait, which could lose the sale or hurt the brand's image.
Automatically generate orders based on sales targets and KPIs
The module lets a manager assign each salesperson specific sales targets/KPIs that apply to that order. This helps control effectiveness and evaluate the salesperson's results.
Direct connection and order management from e-commerce platforms
SISERPsme integrates with various e-commerce platforms such as Shopee, Tiki, and Lazada to synchronize orders and enable automatic order fulfillment.
Converting quotations into contracts
After a quotation is created, the system automatically transfers the order information into a contract. This feature saves the enterprise data-entry time and avoids confusion and errors.
Customer contact management
CRM tracks and manages customer interactions with the enterprise via phone calls, email, and messages, etc. It also lets the enterprise see which customers have or haven't been reached out to, through detailed reports on email and SMS history.
Estimating cost and delivery time
In the sales-order feature, an enterprise can easily determine a specific delivery deadline. This lets the enterprise give customers a more reliable delivery commitment and reduce the risk of unexpected costs.
Tracking shipment status
Throughout the delivery of a product to a customer, the software tracks and updates the order status (not yet shipped, in transit, delivered), helping control the order status and prevent it from getting lost.
Sales invoices
The system automatically generates a sales invoice when an order is created. This reduces errors from manual data entry and ensures the invoice's accuracy and professionalism.
Export order management
As with domestic orders, once an international order is created and confirmed, the software tracks progress through each stage — order confirmation, production, preparing export documents, and shipping. It also creates and manages required documents such as commercial invoices, customs declarations, and certificates of origin, etc.
Managing different, tiered pricing policies
An enterprise can create and manage multiple price lists for different customer groups, sales channels, products, geographic regions, etc. After a sales order is created, SISERPsme automatically applies the appropriate price based on the customer's information.
Managing returned sales
For returned orders, an enterprise can manage and track order information such as item code, item name, quantity, cost, selling price, and customer. The system compiles detailed statistics so returns are processed correctly and completely.
Customer and sales reports
SISERPsme provides detailed reports, from customer reports by regional representative and customer-care reports, to customer scoring reports, sales-opportunity reports, revenue-by-department reports, and revenue-by-product reports. This statistical data helps the enterprise grasp its overall business performance over the recent period and set new strategies to improve customer-care effectiveness.
The price of the SISERPsme Customer Management module depends on the size of the enterprise and the number of users.
SISERPsme currently has a special offer program for small and medium enterprises, including:
- Free 30-day demo.
- Free process consulting survey.
- Free full use of SIS ERP SME 2024 for 3 months.
- Free 18-24 month warranty after deployment.
- Free business-management or sales-management courses included.
Overall, customer management software is a powerful tool that helps an enterprise manage customers and drive business growth. Invest in CRM software to improve your business performance and avoid mistakes when delivering products and services to customers.
Don't wait — click here to get a free 30-day trial of the customer management software!
For further information, please contact us via:
- Hotline: 0912 210 210
- Website: https://sis.vn/
- Email: phanmem@sis.vn
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