Poison Drop Case: 95% of Communications Conducted via RetailCRM

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How a designer jewelry store uses RetailCRM in customer service
01.02.2024 Reading time: 14 minutes
Poison Drop Case: 95% of Communications Conducted via RetailCRM
Poison Drop is a multi-brand department store of designer jewelry. It features over 120 brands from all over the world, from local to international: Anissa Kermiche, Marni, Bottega Veneta, MM6 Maison Margiela Avgvst and others, for any trend and budget.

Poison Drop opened in 2013. The company now has 10 stores in Russia: in Moscow, St. Petersburg, Kazan and Krasnodar. In 2022, Poison Drop entered the international market, launching an English-language lebanon phone numbers website and an operational office in the UAE. In December 2023, the first foreign store opened in Dubai.

The company's turnover is growing 1.5-2 times year on year. And for almost 7 years, RetailCRM has been helping to automate operational processes and improve the quality of customer service. In the case, we tell you exactly how.
"We use RetailCRM as an operational tool"
279 triggers track order statuses and help improve customer service
Variables in mailings help reduce labor costs
“With RetailCRM we know exactly how much money we spend on communications”
Chatbot built into RetailCRM helps customers and saves managers' time
Feedback is reviewed personally by the CEO
"RetailCRM is a good example of intuitiveness"
"We use RetailCRM as an operational tool"
Every month the company receives more than 20,000 orders in the online store. For processing, a 1C + RetailCRM bundle is configured.
Poison Drop Order Path
In 1C, the company maintains inventory records: sets warehouses, creates shipments, updates balances. The system stores information about the order, client, type of payment and delivery, and transfers it to the CRM.

RetailCRM has customer service processes configured. Messengers, social networks, telephony, delivery services are connected to it, and transactional mailings are configured. Managers can conveniently manage orders and communications in a single window, and clients are always aware of what is happening with their order.

When placing an order on the website, the client chooses a convenient payment method:

to the courier upon receipt - in cash or by card;
in store for pick-up;
by card on the website, including via the SBP;
Fates.

The order gets to RetailCRM already paid or with a pre-specified payment method. But sometimes the link can be generated by the manager in the system — for example, if the client has a problem with payment on the website, or he changed his mind about paying the courier. YUKassa is connected for payments .

After the order is transferred to RetailCRM, the manager arranges delivery. The company's warehouse is located in Moscow, from which jewelry is delivered by couriers throughout Russia. Of the third-party courier services, KSE, Integral, Dalli-Service and 5post are connected. The manager selects a service, after which a delivery request is automatically generated. Then the shipment statuses are pulled into CRM.
How to build an order path in an online store
"In terms of delivery, we are limited only by the coverage areas of these courier services. But, in fact, if the services cannot deliver themselves, they transfer the parcel to Russian Post. And Russian Post will get to almost any corner" - Artem Korzinkin, Head of Customer Support and External Logistics
Thanks to integrations into RetailCRM, managers do not need to switch to the personal accounts of services. They work in a single interface and process deliveries faster. And to reduce the number of mistakes employees make, the system has access rights and validations. For example, some user groups can shift delivery dates, while others cannot.
"We have quite a lot of employees and orders, it's impossible to keep track of everything. Therefore, it is important to have protection so that a person does not do something he should not do. Validations are a cool thing that we have recently discovered" - Artem Korzinkin, Head of Customer Support and External Logistics