second crm - back office for ecommerce businesses

© 2016 Soft Solvers Solutions. All rights reserved.

Back office for Ecommerce Business

A Business Introduction

Making Businesses Profitable www.secondcrm.com

/secondcrm


Problem / Need Back office for Ecommerce Businesses

With growing Internet and innovation in technology, its not difficult to start a business purely with a webstore and almost no backend operations

Once business starts to grow, not having sound back-office can be a big problem, e.g. not able to track howz everything going, or provide timely customer support or collect feedback from unhappy customers, and so on

At times when business is not focusing on managing the back office well, its very easy to lose all the hard work gone in building, with just one bad customer experience


Second CRM

Collect leads from website or landing pages

Website / Landing page

Physical POS

Capture sales from retail POS

Monitor and Steer Operations

Track activities from mobile apps

Mobile Apps

Collect complete sales info from ecommerce

Ecommerce/Marketplace

Analyse

Activities Lead / Account

Management

Manage

Deliveries

Subscription &

Payment

Customer

Support

Customer

Survey


Track Web/App Actions Back office for Ecommerce Businesses

Capture and track key actions in mobile app or the ecommerce store

Pre-Registration / Landing Page

Apps Downloaded / Installed

First Login / Activation / Register

Uninstall Apps

Define and track own custom actions for better insight

Along with tracking actions, also capture specific data for building Customer database

Capture new Leads and Customer info at sign ups, etc


Customer Segmentation

Capture any number of data points, from app or website

Send targeted updates or promotions using Email / SMS or app notifications

Track Customer activities and correlate with their demographics


Customer Survey

Design Survey in Second CRM

Push selected survey, to mobile app or Ecommerce store or even send by email

Users fill survey online and responses are collected in Second CRM

Review survey analytics

Conduct Survey or Collect feedback

Design survey (CSAT, NPS, etc), push to target

audience and start reviewing responses


Ecommerce Operations

Ecommerce Store

Customer Register

Abandoned Cart

Completed Sales

Submit Ticket / Issue

Create New Lead in Second CRM

Create New Lead (with cart info) in Second CRM. Auto send email/app

notification to Customer

Create Sales Order (with products) in Second CRM. Create Delivery Order, Assign

to delivery team, Process Payment, Manage Subscription, Manage warranties

Notify Customer at all stages

Notify Customer Support, Ticket routing, CS update ticket or call Customer, or assign

someone to fix, escalations, reporting

Users can be assigned in Second CRM to handle different tasks, for better tracking


Ecommerce Operations Features Details

Manage Deliveries Create Delivery Orders and assign to Operations team. Utilise pre integrated delivery services (DHL, easyParcel, etc)

Manage Subscriptions

Track Subscription start and end dates Send reminders of expiring subscriptions, or send auto renewal notification

Manage Payments Utilise pre integrated payment services (Stripe, Paypal, Braintree, CCAvenue, RazorPay, Paynamics, ipay88, MOLPay, etc) for one time or recurring subscription payments

Manage Warranties Track warranty expiry dates Send warranty expiry notification or Option to extend Returns or Claims processing during warranty period

Manage Customer Issues Create Tickets for all reported issues & auto assign to relevant personal. Track open issues and escalate based upon SLA’s

Management Reports Delivery, Subscription, Payment, Warranty and Issue reports


So what is it?

Mixpanel + Aweber + Zendesk + Zuora +

Saleforce.com + SurveyMonkey

for ecommerce

All in One System


Company

Partners

Echelon Finalist 2011 - Asia’s largest

Startup event

Asia’s Top 50 Apps

2010 - E27 Singapore

Silver award for Best CRM Implementation 2010 - CCAM Malaysia

CRM Idol Semi finalist - 2012

& 2013

Awards

SoftSolvers Solutions, founded in 2010

Cloud based Business Automation Solution leader in APAC

Experiencing rapid growth since inception

Cradle recipient (under MOF), attended accelerator programme

Head Quarters Singapore

R&D - Global Support Cyberjaya, Malaysia

Sales Kuala Lumpur, Malaysia Singapore Manila, Philippines Sydney, Australia United States


Some of our Customers

Second CRM has worked with more than 200 customers across Asia.


Second CRM has worked with hundreds of customers, from small single location companies to mid-market regional companies, across multiple industries.

Second CRM encourages try before you buy, without even swiping your credit card. Second CRM allows rebalance users up or down to meet changing business needs.

Second CRM is highly cost effective, both in terms of user subscription fee and the professional services. More than 60% saving upon migration from systems like Siebel, NetSuite, MS Dynamics, Oracle, Salesforce, etc.

No capital investments on servers or software, secure deployment, daily backups, bug fixes and application updates, all taken care off. Just focus on your business.

On Demand, Subscription

based

Proven track record

Best price value package

No risk trial, Highly flexible subscription

Going Beyond Criteria

Key Differentiators


Thank You Questions & Answers

Making Businesses Profitable www.secondcrm.com

/secondcrm

Soft Solvers Solutions Malaysia: +603 8320 5871 Australia: +6140 5811 649

Singapore: +65 6304 8022 Philippines: +63 906 284 3137

Web: www.secondcrm.com Email: [email protected]