Customer Relationship Management (CRM)

Successful and sustainable Mail Order and eCommerce relies on providing your customers with a 5-star service. In practice this means having proven processes, adequate resources, a efficient supply chain and most important of all - fully integrated IT systems and Customer Relationship Management software (CRM software).

Delivering Your Promises

Many eCommerce Businesses fail to deliver on their online promises. All too often focus is given to increasing online customer acquisition and conversion rates only to fail on the thing that really matters, which is of course the ability to deliver what the customer wants, when they want it.

We believe that good customer service requires every area of your business to work together, which is why the 3EX.NET Customer Relationship Management Software has been designed and developed to integrate your supply chain, warehouse management, Sales Order Processing and ecommerce processes within a single application. This means that when an order is placed on your website, both you and your customer can be sure that it will be delivered.

Stock Availability is Key to Good Relationships

The Supply Chain is not generally associated with Customer Relationship Management. However this module will help you to ensure that you have adequate stock to fulfil your sales orders, which is obviously going to improve your relationships with your customers. When used with the Sales Forecasting system, the 3EX.NET Supply Chain module can intelligently predict demand for your products, based on historical sales and future promotional activities. Coupled with the Drop Ship and Back to Back Purchase Order management systems available within the 3EX.NET Supply Chain module, the 3EX.NET system will ensure that you fulfil more of your orders, first time.

Automated Order Processing

The real strength of the 3EX.NET CRM module is the ability for the system to make logical decisions when handling your customer orders. As soon as an order is placed on your website, it will be created within the 3EX.NET back office. The Sales Order Processing module within 3EX.NET will then perform logical checks on every order ensuring that any problem orders are highlighted and that any orders which are ok to be dispatched are made available to the picking process, straight away.

If for example, a customers order cannot be picked due to insufficient stock, the system will automatically process the order to a "Back Order" area or "Stage". This will allow you to make intelligent purchasing decisions based upon demand for your products, whilst ensuring no picking notes are printed for orders which cannot be picked. As stock is received, the system will automatically release the Back Orders into the Picking Process. Similarly should there have been a problem with a customers payment, then the system will automatically hold the order and move it to a "Held For Credit / Order Vetting" stage. These held orders can then be analysed by your customer services team, who will have all the tools they need, at their fingertips, in order to be able to contact the customer and advise them of the problem.

The logical checks built into the 3EX.NET Sales Order Processing module are customisable and will ensure that any order you receive is treated in the most efficient manner possible, thus cutting costs and improving your customer relationships. 

Single Customer View

Real customer relationship management is not just about clever telephony and buzzwords; it is about gearing your resources and your software platform to the lifeblood of your business - your customers! The 3EX.NET Customer Relationship Management software is all about providing your users with everything that they could need in order to service your customers expectations. This is done via the 3EX.NET Activities system which allows your users to manage your customers requirements from a single area of the system. From this system your users can handle order requests, order enquiries, returns and any other scenarios which may present themselves.

For more information on the features avaialble within the 3EX.NET Customer Relationship Management modules, please see our CRM Catalogue.