SMART CRM: a comprehensive solution for sales in the B2B, B2C and service segments

Customers are the most valuable asset of a company. This may seem obvious. However, at a time of important change, truth needs to be reminded. Over several decades, we have moved from face-to-face commerce to the global business market of the 21st century that we can see now. Most processes have changed, but one thing remains unshakable: the importance of customers. The process of high-quality interaction with customers requires constant optimization and search for new solutions. This is where smart systems like CRM come to the rescue. Customer Relationship Management is a system that helps to use, track and store information about existing and potential customers. Today, the question of relevance and necessity of a customer relationship management system is being transformed into “How do we find a reliable and high-quality CRM solution for our business?” But is it really that simple…

Do we have problems?

This might be a loud statement, but yes, we have problems! The main one is that the lion’s share of Ukrainian companies continue to use unreliable russian CRM systems. And the search for an alternative becomes something complicated, like a space flight. Most of the CRM solutions in the market have amazing but redundant functionality. And when it comes to the moment of purchase, a lot of questions come to mind, such as:

  • Are the system updates provided? Will the system be relevant in a few years?
  • Ease of scaling within a specific CRM
  • Possibility of its integration with other systems and services
  • Relevance of CRM and all its tools for the local market
  • Solution security
  • General ecosystem
  • Comprehensibility
  • Convenience

The answers to these and related questions require time and maximum understanding of the topic. Alternatively, you can find someone who has already asked these questions and found a good solution.

At your service

SMART CRM is a comprehensive solution for sales in the B2B, B2C and service segments. The system is developed on Microsoft Power Platform, one of the world’s best Low-code/No-code platforms, and is also integrated with Microsoft/Office 365, which helps to simplify and centralize messaging, teamwork and co-authoring of documents.

Functional modules of SMART CRM

SMART CRM includes 3 modules that can be installed separately of supplement each other:

SMART Sales module

Solution for B2B sales. Module capabilities:

  • Customer base management
    • management of legal entities and individuals. Information about their contacts and addresses
    • full history of interaction with the customer
    • relationships between customers
  • Communications management
    • communication in different channels from one system
    • storage of the entire history of interactions in a single system
    • consolidation of customer requests, appointment of a responsible employee
    • assigning, managing, setting and monitoring tasks
  • B2B sales management
    • ready sales business process: from potential interest to the contract and its approval
    • price relevance control
    • generating a commercial offer document according to a template
    • sales funnel
  • Products management
    • catalog of products and services
    • price management: discounts; validity periods
  • Address management
    • registration of multiple addresses for each customer
    • integration with Google Maps directory

 

Workplace of a department manager

SMART Customer Care module

Solution for processing customer cases and complaints. Module capabilities:

  • Customer base management
    • management of legal entities and individuals. Information about their contacts and addresses
    • full history of interaction with the customer, that is all communication, negotiation history, and feedback
    • relationships between customers
  • Communications management
    • communication in different channels from one system
    • storage of the entire history of interactions in a single system
    • consolidation of customer requests, appointment of a responsible employee
    • assigning tasks
  • Service delivery management
    • a ready business process for service request processing: from registration to providing a response
    • child cases; catalog of case topics
    • converting Emails and Phone Calls into cases
  • Multiple channels (due to additional connectors)
    • telephony; Email; SMS; Viber; Telegram; Chatbot; Messenger; Instagram
  • SMART Chat (additional module)

 

Ready business process for customer case processing

SMART Order Management module

A solution for В2C sales. Module capabilities:

  • Customer base management
    • management of legal entities and individuals. Information about their contacts and addresses
    • full history of interaction with the customer, that is all communication and purchase history
    • relationships between customers
  • Communications management
    • communication in different channels of one system – supplemented with SMART Connector for Telephony (Binotel)/GMS/eSputnik and SMART Chat
    • storage of the entire history of interactions in a single system
  • Product catalog management
    • catalog of products and services
    • price management: discounts, validity periods
    • multiple currencies
    • product images
  • Sales management
    • unified order processing: from registration to receipt of confirmation of delivery to the customer
    • fixing the terms of payment and delivery
    • price relevance control
    • automation supplemented by SMART Connector for Nova Poshta and SMART Connector for PayPal
    • sales funnel
  • Address management
    • registration of multiple addresses for each customer
    • integration with Google Maps directory

 

Workplace of an order processing manager

Licensing

Three system modules can be installed separately or supplement each other:

Connectors and additional modules

The system includes additional connectors and modules, matched to current market demands. The fee for their use is charged separately, depending on the specific add-on. Let’s look into them in detail:

SMART Connector for Telephony

Connector for API of Binotel IP telephony provider that provides the ability to receive incoming calls and make outgoing calls from SMART CRM.

Cost: $150 environment/month + Azure based on consumption.

SMART Chat

Is designed to ensure communication of a customer who submits a request to an official account on messenger platforms (Facebook, Telegram, Instagram, etc.) with an operator/manager of the company, whose workplace is organized in SMART CRM or another Model-driven Power Apps or Dynamics 365 application.

Cost: $150 environment/month + Azure based on consumption.

SMART Connector for GMS

Connector for API of GMS Ukraine, which provides the ability to configure and send mass and trigger mailings via SMS/Viber channels with subsequent analytics on statuses and results of mass mailings.

Cost: $100 environment/month + Azure based on consumption.

SMART Connector for eSputnik

Connector for API of eSputnik, which provides the ability to configure and send mass and trigger mailings via the Email channel through eSputnik with subsequent analytics on statuses and results of mass mailings.

Cost: $100 environment/month + Azure based on consumption.

SMART Easy Bot

A convenient service for administering chatbots in Viber and Telegram, which can manage buttons and their functions, as well as send bulk and personal messages to subscribers in selected segments.

Cost: $100 environment/month + Azure based on consumption.

SMART Connector for PayPal

Connector for API of PayPal, which provides the ability to create a PayPal account for the customer to pay while the order is being processed and synchronize payment statuses.

Cost: $100 environment/month + Azure based on consumption.

SMART Connector for Nova Poshta

Connector for API of Nova Poshta, which provides the ability to create a waybill for sending to a branch or specific address while the order is being processed in CRM, with subsequent synchronization of the sending statuses. When processing an order, the generated waybill can be printed, canceled with indication of a reason, or deleted.

Cost: $150 environment/month + Azure based on consumption.

Solution advantages and benefits after its implementation

The SMART CRM cloud solution is built on the Microsoft platform, which guarantees modern data security standards and provides convenient interaction with other company products. Reliable automation tools will allow you to build the necessary business processes in the system, provide integration between systems using a visual process designer and open up opportunities for building business intelligence.

The advantage of a cloud solution is also that you can build new applications yourself using the same data and without writing any code.

Talking of timing, deployment of an out-of-box solution takes 1-3 weeks (depending on the number of selected components), including user training. After implementation, you get the following benefits:

Summary

To sum it up, SMART CRM is a reliable and convenient out-of-box solution based on Microsoft tools, which is adapted to the local market. With many years of experience in implementing CRM systems for various businesses, both in the local and European markets, we offer flexible CRM with separate modules and a set of additional connectors for specific requests.

Out-of-box solution versions receive relevant updates every 3-4 months. In addition, the system provides for the prompt addition of new tools depending on new challenges and the needs of the local market.

And lastly: to support Ukrainian businesses, we provide a free 6-months use of our proprietary solutions within SMART CRM for Ukrainian companies. The free period provides for the start of using licenses no later than September 1, 2022. If you want to learn more about SMART CRM, please contact us at sales@smart-it.com.

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