RetailCRM (CRM system for online stores)

retailCRM is cloud CRM for automating all online store business processes.

CRM Interaction Diagram

CRM closes processes occurring inside and around the online store (CMS, external warehouse systems, delivery services, analytics systems, etc.). With CRM, most processes can be automated and optimized.

The use of the system increases customer loyalty, sales growth. Helps you monitor a lot of trends to draw conclusions and identify ways to develop your business in the future.

retailCRM is focused on online stores.

The system can independently send letters and SMS to customers when given events (triggers) occur, for example, when an abandoned cart is detected or the order status changes. In these messages, the system can offer a discount to those customers who have not been able to make a decision on a certain category of goods for a long time, and have not bought anything.

When a call is received from a customer (or when placing an order through a shopping cart), retailCRM itself selects the manager to whom to assign work with him, and provides this manager with information available about the customer in a short and expanded form.

The product replaces a group of personal managers who could work individually with the client. For the client, there is a feeling of personalized work, which increases his loyalty. The downside is revenue growth and business stability.

RetailSRM can be presented in the form of a database where data on customers, information on their orders, calls received, letters sent and SMS messages, visits to the site from various advertising channels and much more are stored.

A set of information is available to the manager:

• when, what and for what amount the client bought,
• what comment he left about the order,
• what sms and email were sent to him
• much more.

After connecting the analytics service, the manager can also see what products the client viewed on the site, what he focused on and what he ignored after leaving the page.

The database has access to user interfaces (with different permissions), which receive quick access to all information, sales performance charts, printing documentation prepared in CRM, analyzing the impact of the work of each specific company manager, from the call center, mailings and much more.

Screenshot of the program window: lists of orders and customers

Screenshot of the window for working with customer cards

Screenshot of the IP telephony program window

CRM View

Availability

The company has provided for three tariffs, the choice of which will depend on the size of the business and sales volumes. All tariffs include the specified features (not fully shown here) and differ in the principle of data storage and payment:

• SaaS flexible - 10 rubles/order
• Basic SaaS - 8.9 thousand rubles/month
• Box - 300 thousand rubles.

In the first and second cases, the system is located in the cloud, where all data is stored. The differences between the first two tariffs are only in the method of payment. In the first case, it is proposed to pay for each order issued using the system, in the second - a fixed subscription fee will be charged monthly. The third option is to deploy and configure the system on the customer's servers.

History of development

2023: Life Pay Integration

On April 7, 2023, LIFE PAY announced that integration with LIFE PAY is available in RetailCRM .

Integration of RetailCRM and Life Pay

As reported, according FZ-54 retailers to should send electronic versions of checks in. tax To do this, all trade points need to be equipped with online cash registers.

RetailCRM users often work in an omnichannel format, when, in addition to the online store, there is also a showroom or their own point of issue. It turns out that the company needs:

• buy and install separate online cash desks for all sales channels - online store, showrooms, delivery points, couriers
• conclude agreements with the OFD
• register cash desks in tax
• regularly pay for the services of each OFD

The cloud cash desk will help optimize the process and save on cash equipment. It replaces the cash register and allows you to remotely fiscal payments from several channels at once. For example, to accept payments on the site and through couriers, the store will need only one online cash desk. There will also be only one contract with the OFD.

The cloud cash desk connects to RetailCRM through the LIFE PAY integration module. With it, the company can not only manage orders, stores and customers in a single window, but also fiscalize payments from different points of sale. There is no need to buy additional equipment.

The cloud cash desk is located in the LIFE PAY data center. Data on all payments is transmitted to it. Then they are sent to the OFD and tax. Fiscalization occurs remotely, and the client automatically receives an electronic check by mail or in an SMS message.

The built-in fiscalization module is suitable for any type of business.

Online stores: Integration works correctly with prepayment and full settlement checks. So, when ordering from an online store with full payment on the website, the LIFE PAY cash desk will form a check about "Prepayment 100%." And if the client chooses a calculation of 50/50 of the full cost, he will be sent a check about 50% prepayment. The check of the full calculation of the remaining amount will be generated when the courier transfers the order.

Courier payment: If the client is not ready to pay in advance and wants to watch the goods live first, you can set up payment acceptance on delivery and fiscalization through LIFE PAY.

Orders from RetailCRM will be automatically distributed to couriers and transferred to specialized applications. When the customer chooses a payment method, the courier will be able to process the transaction through cash, bank cards, SBP or a combination of these methods. Payment goes through a payment system integrated with your RetailCRM account. After successful payment, transaction data is transferred to the CRM system, and an electronic check is sent to the client by email or SMS.

Showrooms and offline stores: Integration with LIFE PAY optimizes the process of forming checks for physical stores. Instead of installing a separate fiscal drive for each cash register (about 10,000 rubles apiece), the LIFE PAY cloud cash desk combines all cash registers on the trading floor. Only one drive can be used.

First, the seller creates an order in RetailCRM. The manager then selects the payment method and posts the sale. Order and payment data is transferred to the cloud cashier, where the check is registered. It is sent to the client electronically.

How useful is the integration of RetailCRM and LIFE PAY: In addition to the fiscalization of payments, the merger of the two systems will allow customers Optimize your work with orders. Thus, the RetailCRM platform combines orders for their fiscalization from several stores. Thus, accounting for multi-channel business positions becomes easier and faster. In addition, in the system You can choose different payment methods for the order (cash, card, WBS, and full settlement or down payment). Reports for each payment are also available in a single RetailCRM system and are updated in real time.

Thus, thanks to the integration of RetailCRM and LIFE PAY, the store complies with the law, can set up the payment process as flexible and convenient as possible for the client, and also reduces the cost of fiscalization.

2017: Integration with MCN Telecom VATS

On November 17, 2017, MCN Telecom announced the integration of its virtual PBX with the retailCRM system. Integration of the CRM system with MCN Telecom VATS will allow managers to make calls to one click, show the customer card when an incoming call is made, receive recordings of conversations with customers, and use telephony triggers. Read more here.

2016: Yandex.Kassa became a payment operator in retailCRM

Yandex.Kassa has become a payment operator in retailCRM since the end of 2016 - an automation system for an online store, to which more than 2.5 thousand online sites are connected. Now they will be able to bill customers via SMS, email or messenger and accept online payment in popular ways.

This feature is suitable for both online stores and companies that do not have their own website: Yandex.Kassa allows you to bill through retailCRM in the form of SMS or a link that can be sent to the client in any convenient way - for example, in a chat, messenger or email. The user will be able to pay the account via SMS through the mobile bank of Sberbank, and by reference - from an electronic wallet, from a bank card, using Internet banking, from a mobile number or cash through any of 250 thousand payment points in Russia and other CIS countries.

"The ability to sell goods with partial or full prepayment is important for any online store: the number of paid orders is increasing, the cash gap is closing," said Dmitry Borozdin, CEO of retailCRM. "Online billing is a real godsend for online stores selling impulse goods, companies that do not have their own website, as well as firms in whose business the lion's share is occupied by telephone sales."

To bill through retailCRM, integration with Yandex.Cash is not required - it is enough for an online store to sign an agreement with it.