Salesforce CRM implementation for Jewellery Store

Our Client owns a Jewellery company that has stores in various locations across UAE and India. This company was established in 1929. This company is a pioneer in establishing one of the first open-setting workshops in this part of the south in 2003.

Industry

Jewellery (Retail)

Project

Salesforce CRM Implementation for Retail.

Region

Dubai / India

Business Challenges

  • Client run multiple stores at multiple locations. Client was looking for a system that can be a common data point to track sales from each location.
  • Client had problems in automating their sales operation and various notifications/alerts on every purchase of the product OR updating existing customers on new product launches or promotions.
  • UAE and India's jewellery market is segregated into competitive, highly price-sensitive, and innovative. To market directly to their ideal customers and differentiate themselves from the competition, Shield needed a much clearer and data-backed understanding of them.
  • With a growing prominence in e-commerce and reaching new customers virtually, accurate insights into their customer's online behaviors, and preferences were particularly vital to the brand’s growth.

Customer’s Requirement

N Gopaldaas was looking to optimize the Salesforce CRM system to,

  • Pre-Sales: Organize customer information & their sales data.
  • Understand buying history & patterns.
  • Proactively identify opportunities and reach out 1:1 to the client.
  • Integrate Social Channels to understand customer interests and preferences.
  • Leads (ones who visited but did not buy) capture & follow up.
  • General Marketing campaigns through email, WhatsApp, and SMS.
  • Individually personalized & Demography based campaigns.
  • Client Relationship Management through Birthdays, Wedding Anniversaries, etc.
  • Post-Sales: Enable consistency in customer touchpoints via process standardization.
  • Timely & Proactive updates on Customer Order status.
  • Bring all customer interactions & communications on one platform.

Our Solutions

Salesforce Automation

  • Implementation of LeadNurturing to send Auto followup to existing inquiries
  • Auto notification through email/SMS/WhatsApp on every sale / inquiry
  • Autoresponder based on the request from the customer
  • The festival offers notifications based on categorized jewellery project

Seamless Communication

  • If more than one person interacts with the client then all the emails will be reflected in a single place.
  • The system will access and fetch all the email IDs and harmonize them based on the timestamp similar to the group chat view.

Promotions

  • Daily/Weekly/Monthly promotion messages
  • Track effectiveness of promotion campaign
  • Generate more sales through Up Sales / Cross sales promotion
  • Effective email campaign / SMS drift campaign

Segregation

  • client can separate their customers into different tiers, making it easy to search for a client’s details and engagement.

Internal Discussions

  • There is a feature for internal discussion, where the team or the management can discuss internally, and take decisions on the matters of importance on the spot.
  • Priority task assigning and sharing important documents.

To-do

  • The Manager can assign priority tasks to the team or individual salesperson so that management could become so easy.

Schedule

  • The user can even schedule the call with the client using this system. It can be seen by everyone. The perks of this feature are that the client and your sales personnel will receive a reminder right before the call.

Communication

  • The communication is synced and managed using this platform. There is a different room for internal discussions as well as discussions with the client.

SalesForce / Integration Tools used

  • SalesForce Sales Cloud
  • SalesForce Customer portal

Team Involvement

  • Jr. SalesForce Developer
  • Sr. SF Developer
  • SalesForce Architect

Screen Shots

Useful Resources

  • Blog

  • Videos

  • Case Study

Trusted Customers

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what happens next?

  • Our sales manager reaches you out within a few days after analyzing your business requirements
  • Meanwhile, we sign an NDA to ensure the highest privacy level
  • Our pre-sale manager presents project estimates and approximate timeline

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