Industry: E-Commerce
Client Size: 1,200 Employees
Region: Central and Eastern Europe (CEE)

Problem

An expanding e-commerce platform in Central and Eastern Europe faced difficulties managing its growing customer base. The company had outgrown its legacy CRM system, which led to disorganized customer records, inefficient follow-ups on customer queries, and delays in resolving support issues. Additionally, the sales team lacked clear insights into customer preferences, which impacted their ability to offer personalized services and promotions.

The platform needed an advanced CRM system to manage customer interactions, improve support response times, and enable targeted marketing campaigns.

Solution

The e-commerce platform chose Celframe CRM to centralize and streamline customer relationship management. The CRM provided several key features that transformed how the company interacted with its customers:

• Unified Customer Data: Celframe CRM consolidated all customer information into a single system, allowing the sales and support teams to access accurate, up-to-date data in real time.
• Automated Customer Support: The system automated the routing of customer queries to the appropriate departments, reducing response times and improving issue resolution.
• Targeted Marketing Campaigns: The CRM’s data analytics tools enabled the marketing team to segment customers based on behavior, enabling personalized marketing campaigns and promotions.

Implementation

Celframe CRM was implemented in phases over four months, starting with migrating the company’s customer records to the new system. The platform’s support and sales teams were trained on the new tools, with a focus on using the system to track customer interactions, manage queries, and run targeted marketing campaigns.

Results

The e-commerce platform saw substantial improvements in customer relations after implementing Celframe CRM:

• 40% Reduction in Customer Response Times: Automated routing and better tracking of customer queries allowed the support team to resolve issues more quickly.
• 30% Increase in Customer Retention: Personalized marketing campaigns improved customer engagement and loyalty.
• 25% Increase in Sales: Enhanced visibility into customer preferences allowed the sales team to offer targeted promotions, driving sales.

Tip of the Day:
🛍️ Enhance customer loyalty by personalizing your marketing efforts—use CRM tools to track preferences and tailor promotions.

Joke of the Day:
Why did the e-commerce platform love Celframe CRM?
Because it helped them “shop” for better customer relationships! 🛒