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The Ultimate CRM for Your D2C & C2C eCommerce Business
Streamline digital sales, payments, supplier and vendor management with an ecommerce CRM that helps you build a growing customer base.
Marketing Automation
The eCommerce CRM allows you to use historical data of sales trends and user demographics to understand your target customers and create a good marketing strategy for more sales and brand awareness. Back-to-back discussions between marketing team, content creators, social media managers, SEO specialists, advertising agencies are easily coordinated using omnichannel communication supported by the office24by7 CRM. You can also integrate with social media platforms like Facebook, Instagram, Twitter, etc., search engines such as Google, Bing, any other marketing tools like email marketing tool, etc. This helps you to manage all your marketing efforts be it PPC, Search, website ads, social media ads or traditional ads all in one platform.
Sales Management
Sales process of ecommerce businesses starts with the actual customer making an order request. Orders can be classified into three: new orders, replacements and refunds. Orders can come from various sources like websites, apps, whatsapp business platforms, social media pages and ecommerce service providers like shopify and amazon stores. For refund and replacement related services interactions between the respective local logistics provider, the supplier, and the accounts department is streamlined using the omnichannel communication feature of the Office24by7 eCommerce CRM. This allows them to provide the necessary upgrades to the primary order. All sales are tracked inside a unified CRM enabling teams from various departments to get insights from the historical customer data. This also allows sales teams to recommend similar products to customers which has a higher probability for upsell and cross sell.
Communications
Effective communication is critical for maintaining high customer satisfaction in ecommerce businesses. The CRM centralizes all communications, internal or external. Omnichannel integration with Office24by7 eCommerce CRM enables you to receive orders and inquiries from customers, suppliers, vendors and logistics businesses directly into your CRM. This helps to track, distribute, and assign these queries to their designated departments easily. The CRM allows internal teams to coordinate with each other as well as external parties. New orders, refunds, replacements, feedbacks are all coordinated within this system easily. Order confirmation messages, Delivery OTP, refund can all be sent from the CRM allowing secure processing and transparency for all parties. Customer grievance is more direct and easily addressed using a ticketing management system integrated to the channels allowing the business to concentrate on more important tasks.
Up-Sell & Cross-Sell Management
Office24by7 eCommerce CRM enhances profitability by leveraging upselling and cross-selling strategies to increase customer lifetime value. The system analyzes customer purchase history, preferences, and browsing behavior to recommend higher-value alternatives or complementary products. You can send personalized recommendations, bundled offers, and limited-time deals to encourage customers to spend more per transaction. Sales representatives receive alerts on upsell and cross-sell opportunities, ensuring timely and relevant engagement with buyers. The CRM also tracks the effectiveness of these strategies, providing insights into customer buying patterns and refining promotional tactics for maximum revenue generation.
Inventory Management
Inventory management comprises a large segment of any eCommerce business. When the supplier replenishes the stock of a product, the inventory management team and the warehouse staff have to ensure that the details and numbers have to be updated in the inventory management module. This helps them to showcase the availability of the product so that the customers know the same. Learning that the products are in required stock levels helps both the business and customers stay informed. The inventory management module can be easily integrated to Office24by7 CRM, thereby creating a streamlined process for new inquiries and matching them with the inventory. This also helps the business to prevent stockouts and sales loss. The system integrates with supplier networks to facilitate seamless procurement and prevent supply chain disruptions. Businesses can also track inventory costs and supplier performance to maintain quality standards and optimize purchasing decisions. Automated alerts notify businesses of low stock, enabling timely supplier reordering.
Network Management
Managing relationships with channel partners such as affiliates, resellers, and distributors, helps businesses expand their reach and boost sales. The ecommerce CRM streamlines partner recruitment by identifying and onboarding suitable partners, providing them with product training, marketing materials, and sales support. Performance tracking tools monitor partner contributions, including sales and leads generated, while incentive programs motivate partners through commissions and rewards. You can integrate the CRM with omnichannel communication functionality, including emails, and online meetings, ensuring consistent engagement and support. Additionally, the CRM helps to calculate and share commission payouts and provides detailed analytics on the effectiveness of channel partnerships, ensuring transparency and optimized partner collaboration.
Logistics Management
The supply chain management module can be easily integrated into Office24by7 eCommerce CRM. It helps to efficiently manage the movement of goods from warehouse to customers. Picking, packing and order tracking is made easy by using an eCommerce CRM. This also ensures that the shipment process is transparent and gets to the customers on time. Sending automated delivery updates allows the logistics team to minimize delivery inconsistencies so that customers don't miss delivery schedules, reducing unwanted expenses. In cases of refunds the notifications are sent to local logistics vendors for order verification and coordinated amongst the accounts department for instant refunds to customer verified accounts. Replacements can be done efficiently by coordinating with suppliers and logistics teams from within the eCommerce CRM.
Data & Document Management
The CRM ensures secure storage and easy access to critical business documents, including contracts, invoices, compliance certificates, and supplier agreements. Role-based access controls protect sensitive data, while advanced search features enable quick retrieval of important documents. Document management automation improves workflow efficiency by reducing manual handling and ensuring compliance with industry regulations. The eCommerce CRM acts as a centralized database for all transactions thereby helping the sales and marketing team to forecast customer trends enabling data analysis, personalized communication, and efficient document management.
* We are currently finalizing the development of this feature, and it will be rolled out shortly.
Accounts & Billing Management
The CRM streamlines financial workflows. When there is a new order which is either prepaid or cash on delivery, the order can be matched with logistics expenses, taxes, and discounts before the order is confirmed from the customer's side. Invoices for direct sales, subscription based purchase and recurring orders can be generated using an ecommerce CRM. You can send notification to the respective parties, send automated payment reminders and alerts for upcoming payments. Expense tracking features help businesses manage costs related to procurement, logistics, and operations. Detailed financial reports provide insights into profitability, helping businesses maintain financial stability and make data-driven decisions. With an ecommerce CRM you can track sales data and ensure all parts of your business are economically healthy.
* We are currently finalizing the development of this feature, and it will be rolled out shortly.
HR Management
The CRM facilitates efficient employee management across marketing, sales, fulfillment, and customer service teams. It centralizes employee records, including roles, shifts, and performance metrics. Managers can assign tasks, monitor progress, and ensure accountability. Integration with payroll systems enables seamless salary processing and attendance tracking. The system also supports recruitment by managing candidate data, interview schedules, and onboarding processes. When employees exit, the CRM ensures smooth clearance and final settlements.
Performance & Reports
Monitor business performance with in-depth analytics on key metrics such as conversion rates, order fulfillment efficiency, customer retention, and revenue growth. The CRM generates detailed reports on marketing effectiveness, inventory turnover, and financial performance. This helps businesses identify growth opportunities and cost-saving strategies. Customizable dashboards provide instant insights into daily workflows, demand trends, and customer engagement levels, while automated reporting ensures accurate and timely performance evaluations.
Office24by7 Integrations for eCommerce CRM Software
A large library of integrations that are specifically tuned to meet all eCommerce businesses.
Features That Set Office24by7 eCommerce CRM Apart
Free CRM Software
Enjoy the best CRM tool that is available at no cost, offering core CRM functionalities for managing leads and deals.
Omni-channel
Integrate multiple channels (e.g., voice, SMS, WhatsApp, RCS, email) for a consistent customer experience with our unified communication platform.
Dashboards
Visual representations of key performance metrics and real-time data for monitoring sales and customer interactions.
Archives
Save and access historical data, documents, and communications for future reference.
Integrated Cloud Telephony
Experience seamless communication through voice calls to connect with potential buyers through in-built cloud telephony.
Calendars
Scheduling appointments, meetings, and reminders to track important dates and events related to sales and leads.
Filters
Sort and search leads, deals, and other CRM data based on specific criteria using customizable filters.
Add-ons
Extend the functionality of your CRM by integrating additional features or extensions.
Email Marketing
Get access to tools for creating and sending bulk emails to leads and clients, along with tracking email campaign performance.
Tasks
Create and complete tasks related to sales and other activities. Collaborate with internal teams by assigning, tracking, and monitoring tasks.
Views
Save the filters as views to easily access the data later with a simple click.
Advanced User Privileges
Ensure appropriate permissions and security within the CRM system with customizable access rights and roles for users.
Quotes & Invoices
Generate customized quotes and invoices for transactions with clients or customers.
Reports
Generate detailed reports on sales performance, lead conversions, financial transactions, and other CRM activities.
Lists
Save the filter view as a list to execute any action or campaign on the records. Use static lists to maintain fixed records, and dynamic lists to automatically update entries as changes occur in the original data.
API Integrations
Connect and integrate the CRM with third-party tools, software, and services using APIs.
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