Mark CRM

First Client

The client is a jewellery product company i.e. they sell products such as rings, earrings, anklets etc. They offer custom jewellery design to their end customers. Along with jewellery design, they are also involved in purchase of the stones.

Second Client

The second client was into a diamond purchase and trading.

eo mumbai

01

Business Problems

Frist Client

  • Maintaining records of all the client communication was getting difficult for the client If a customer came with a complaint, then they had to access all the paperwork for the client to resolve the issue
  • The internal discussions as well as client meetings were never noted down and filed the paperwork for the client.

Second Client

  • Maintaining records of all the client communication was getting difficult for the client If a customer came with a complaint, then they had to access all the paperwork for the client to resolve the issue
  • The internal discussions as well as client meetings were never noted down and filed the paperwork for the client.

02

The Solution

We identified the need for a CRM that will help the client with maintaining their records, syncing all the communication with the customer, and checking the paperwork maintained by the customer.

The solution that we offered has the following features

The client can sync their offline as well as email communication with the CRM thus, maintaining all the records in one place

They can segregate their customers according to the jewellery categories, making it easy to search for the data required

The communication can be easily sequenced w.r.t. time in ascending order

The sales manager can assign tasks to the sales team. The sales person to whom it is assigned can pick up the tasks, add their comments, add discussions to the tasks and even end the task, once done

There is a feature for internal discussion, wherein the team or the management can discuss internally, and communicate matters of importance on the spot

The solution also contains a mobile app designed for iOS and Android. Whether online or offline, the salesperson can search for the data within the app, as it comes with offline search & syncing capabilities.

We offered a customized Mark CRM to the client, which will help them resolve their business problems. Here are the features we introduced in the customized version

We integrated the CRM with their internal sales software, which enabled us to check on the product purchase frequency, the payment frequency as well as the type of products being sold. This helped us come up with an algorithm that will help them forecast the sales for the next cycle

The CRM sends out alerts in case the inventory is low or high.

Targets can be set based on the dead stock available in the inventory

03

Challenges faced

  • There is no CRM available for jewellery industry that can be used as a reference. As this was first of its kind, it required a lot of planning, insights of the market, and an understanding of what all parameters will the jewellery CRM require
  • There was no system in place and the database was random, which meant everything needed to be created from the scratch
  • Email integration proved to be a challenge for the first client
  • Preparing sales chart based on movable and dead stock proved to be a challenge. The algorithm had to be created in case of the second client

04

Success

  • The client was able to save a lot of time in searching the data and resolving the client issues. There was an increased level of productivity within the company as the mobile app allowed easy and real-time communication.
  • Through seamless upload of photos and videos, the deals could be closed in real-time, without wasting the management or the client’s time, which led to increased operational efficiency.

05

Technologies Stack

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