«Nebesna Krynytsa»
The company is one of the three leaders in the water delivery market in Kiev
iUM
Case
Company:
How did it all begin?
- Work on accepting orders was carried out in 1C. The system was very crowded, managers were uncomfortable to work
- Attracting new customers was not automated, orders from new customers were transferred to the contact center on paper
- Pricing was fully formed manually
- Repeated orders were accepted in passive mode: the order was made only after the customer's request
- Customer satisfaction was not systematically assessed, only incoming complaints were accepted
- Cross-sales were only at the level of consciousness of the contact center operators
What was implemented?
Zoho CRM + Zoho Creator + Zoho Analytics
Result:
- Automate the attraction of new customers: personal sales, mailings
- Dashboards and reports have been introduced for both operational management and analytics.
- Sales planning is now automatic
- Orders are accepted not only by phone, but also by website, mobile application, chatbot
- Automated cross-sale and upsell
- Implemented the possibility of forming and printing route sheets
- There is an automatic generation of repeat orders based on the frequency and volume of purchases
- Set up processes for working with receivables, LTV client management
- Automated pricing: price lists, individual prices, promotions, referral program, promo codes, special offers
- Introduced customer satisfaction assessment and complaint handling
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