How a CRM system helps optimize business processes and earn more

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We tell you how to choose a CRM system to automate sales, marketing and work effectively with clients
31.07.2024 ⏱ 19 minutes
What is a CRM system and why is it needed?
When a company has many clients, managers can lose current orders, miss a call, a message in messengers or get confused in Excel tables. First, clients wait for an answer, and then go to competitors. For example, this was the case with the Pult.ru store. When they implemented a CRM system, they realized that they had lost 18,000 orders.

A CRM system will help you stop losing clients and kazakhstan phone numbers work effectively with current ones.
Pult.ru Case: “We Lost 18,000 Orders and Didn’t Even Know It”
Why do you need a CRM system if you have Excel or Google Sheets
How does a CRM system work and what business tasks can it help solve
What other advantages can be highlighted and are there any disadvantages
What types of CRM systems are there
How to understand that a business needs a CRM system
What needs to be done before implementing CRM
Main
Why do you need a CRM system if you have Excel or Google Sheets
You can store information about clients, orders or transactions on sheets of paper, in a special notebook or in Excel and Google Sheets. With the latter, you can even structure your work a little and analyze the data. For example, filter clients by average check, order or payment status, and so on. And if the information changes or a new client is added, just add to the file.
Before RetailCRM, meter-long stacks of papers were moved from desk to desk — KaramelkaShop case
This is the Google Sheet one of our clients used before implementing the CRM system.
This is the Google Sheet one of our clients used before implementing the CRM system.
But even if the company has a small staff, the business is not insured against situations when someone made a mistake, forgot or did not enter the order in the table. Excel or Google Sheets will not help when the client needs to issue an invoice, will not remind in time about a call or a missed order from social networks, will not help to make an additional sale. This was the case in the OILAND natural cosmetics store.

Excel was a time killer. After implementing RetailCRM, sales doubled in a year

"Before RetailCRM, we kept data on orders and clients in Excel tables. We filled in the information manually, and at first everything worked. But when the client base reached 4,000 clients, difficulties arose: for example, managers took a long time to respond to clients, and sometimes forgot about them, orders were processed manually and there were constant errors, clients were lost in the flow of social networks and messengers.

Excel became a killer of time and profit in our company. We realized that we needed to change everything urgently. That's how we came to implement a CRM system."
Ekaterina Kazakova
Ekaterina Kazakova
Administrative Director of OILAND
The clothing brand TO BODY also controlled the workflow in various Excel tables at the start of the business. But as the business grew, it became difficult to track clients. Applications were lost in the flow of messages, managers were confused, and profits were lost. The founder of the business decided to implement a CRM system.
How to Stop Leading Clients in 10 Different Excels and Automate Sales — TO BODY Case
"We had 10 tables, each with its own information, the managers were going crazy. They had to fill it all out every evening.

After implementing the CRM system, everything is automated and synchronized: the payment system, My Warehouse, delivery services. Clients are automatically entered into the CRM. It is very convenient and saves time. Order processing takes no more than three minutes."
Alexander Murataev
Alexander Murataev
Owner of TO BODY
Or here’s another example: before implementing CRM in Your Home, one order took 4–5 hours to process:

At first, the order was added to Google Docs.
Then we made a delivery request.
We signed warehouse documents.
At the same time, we corresponded with clients.
When implementing RetailCRM, the most important thing for us was automation and work in one window - case Your Home
If there were problems with an order, it could take the whole day to sort it out. After implementing CRM, Your Home received a set of triggers and validations right out of the box, which were able to immediately relieve the load on operators and automate processes
What is validation and how does it help avoid errors in RetailCRM
IT-kontur center in Tvoy Dom — CRM-system
IT-kontur center in Tvoy Dom — CRM-system
The CRM system automates business processes and saves time on routine tasks. The program processes orders from different sources in a single window, collects and stores customer data, builds a sales funnel, monitors the work of managers and clearly shows business analytics in terms of customer data.
How a yoga club automated processes and stopped keeping a client base in notebooks
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How does a CRM system work and what business tasks can it help solve?
CRM or CRM — Customer Relationship Management — is translated as “customer relationship management”. This is a program that helps automate sales, marketing and interaction with customers.
How one manager processes more than 100 orders a day — the Koftyonyshi case
Its main task is to structure processes and bring order to business operations. But there are other tasks that a CRM system solves:

working with the client base;
processing orders at all stages of the sales funnel;
launch and automation of CRM marketing;
automation of business processes.
How to use a CRM system, what settings to make and tools to use to sell more
Working with a client base. The CRM system collects data on clients, orders and leads into a single profile at all stages of sales. The information is pulled into the program automatically, it will not disappear if the manager accidentally deletes something or quits and takes the client base with him.
How an online store can make the most of its customer base
Typically, customer information is stored in the "Customers" section, where each customer has a card. In the customer card, the manager sees:

contacts;
when the order is made;
whether the client paid or not;
average bill and much more.
The "Clients" section in RetailCRM
If you click on a client, their card will open with detailed data and interaction history
The system has filters that help to select buyers by certain criteria. For example, find those who have not purchased for more than three months or were interested in products from a promotional mailing.
Customer card in RetailCRM
All information is pulled into the client card. Everything is stored here: his full name, phone number, purchase history, average bill, individual preferences
"In RetailCRM, everything is recorded much easier. If a person ordered something from us, we will see it and will be able to give a discount. For example, if the purchase was made 3 months ago, we will send a promo code for a repeat purchase," - Alexander Petrov, Marketing Director of Blue Sleep.

Processing orders at all stages of the sales funnel. The CRM system displays all stages of the transaction: from the moment of ordering to closing the transaction. Orders from all online and offline sources are sent to the CRM. The system itself distributes them between managers, sets tasks, changes statuses and moves them along the sales funnel.
How not to lose orders and process them on time
RetailCRM collects all orders into a separate list
The CRM system collects all orders into a separate list. The manager sees the transaction date, amount, buyer's first and last name, and order status.
You can automate literally everything: a call to a client, an SMS about delivery, an email newsletter with personal offers. You don’t need to leave the system to view the remaining stock and reserve it in warehouses, issue a payment, arrange delivery and perform other sales actions.
Launch and automation of CRM marketing. The CRM system has tools that help build communications with clients, increase the average check and the number of repeat sales.
Increase sales, loyalty and customer LTV on autopilot
Flexible segmentation, email newsletters, and trigger messages increase the share of repeat orders and optimize store costs. For example, the clothing store Cave identifies a separate group of dress lovers and sends them selections of new items. This approach helped the company increase sales from email newsletters from 35% to 60% in a year and a half.