Our Client owns a Jewellery company that has stores in various locations across UAE and India. This company was established in 1929. This company is a pioneer in establishing one of the first open-setting workshops in this part of the south in 2003.
Industry
Jewellery (Retail)
Project
Salesforce CRM Implementation for Retail.
Region
Dubai / India
Business Challenges
Client run multiple stores at multiple locations. Client was looking for a system that can be a common data point to track sales from each location.
Client had problems in automating their sales operation and various notifications/alerts on every purchase of the product OR updating existing customers on new product launches or promotions.
UAE and India's jewellery market is segregated into competitive, highly price-sensitive, and innovative. To market directly to their ideal customers and differentiate themselves from the competition, Shield needed a much clearer and data-backed understanding of them.
With a growing prominence in e-commerce and reaching new customers virtually, accurate insights into their customer's online behaviors, and preferences were particularly vital to the brand’s growth.
Customer’s Requirement
N Gopaldaas was looking to optimize the Salesforce CRM system to,
Pre-Sales: Organize customer information & their sales data.
Understand buying history & patterns.
Proactively identify opportunities and reach out 1:1 to the client.
Integrate Social Channels to understand customer interests and preferences.
Leads (ones who visited but did not buy) capture & follow up.
General Marketing campaigns through email, WhatsApp, and SMS.
Individually personalized & Demography based campaigns.
Client Relationship Management through Birthdays, Wedding Anniversaries, etc.
Post-Sales: Enable consistency in customer touchpoints via process standardization.
Timely & Proactive updates on Customer Order status.
Bring all customer interactions & communications on one platform.
Our Solutions
Salesforce Automation
Implementation of LeadNurturing to send Auto followup to existing inquiries
Auto notification through email/SMS/WhatsApp on every sale / inquiry
Autoresponder based on the request from the customer
The festival offers notifications based on categorized jewellery project
Seamless Communication
If more than one person interacts with the client then all the emails will be reflected in a single place.
The system will access and fetch all the email IDs and harmonize them based on the timestamp similar to the group chat view.
Promotions
Daily/Weekly/Monthly promotion messages
Track effectiveness of promotion campaign
Generate more sales through Up Sales / Cross sales promotion
Effective email campaign / SMS drift campaign
Segregation
client can separate their customers into different tiers, making it easy to search for a client’s details and engagement.
Internal Discussions
There is a feature for internal discussion, where the team or the management can discuss internally, and take decisions on the matters of importance on the spot.
Priority task assigning and sharing important documents.
To-do
The Manager can assign priority tasks to the team or individual salesperson so that management could become so easy.
Schedule
The user can even schedule the call with the client using this system. It can be seen by everyone. The perks of this feature are that the client and your sales personnel will receive a reminder right before the call.
Communication
The communication is synced and managed using this platform. There is a different room for internal discussions as well as discussions with the client.
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