CRM System

CRM System / IP Phone Systems


Customers are always the most valuable asset of any business.
With SG CRM, you can enjoy an atomized customer relationship management!


As your business grows, you may notice the existing manual customer management model has become incapable to cope with the huge volume of customer information, documentation and spreadsheets and lead to the following problems. 

  • Difficult to compare the effectiveness of different marketing strategies due to unstructured and scattered data
  • Sale records becoming unsystematic thus hard to predict and analyze purchase cycle, average sales volume and customer loyalty
  • Unable to personalize product based on customer preferences
  • Unable to categorize and search information based on shop location, customers age, gender
  • High staff turnover rate as well as the loss of valuable insight and info
  • Dispute among sales team memebers regarding account ownership and commission rationing

As an Official Partner (Silver) of Microsoft Customer Relationship Management (CRM) business solutions, the Smark Global customer relationship management system (SGCRM) is integrated with various functions of Microsoft Dynamics CRM, Microsoft Office, Outlook and other platforms such as website, Facebook, online payment platforms, mobile apps and more. Retrieving full historic reports on your customer and their interests and preferences has never been easier! And with crystal clear reports – you have the insight to capture more business opportunities! Our SGCRM system features are presented below. 



Clear Data Presentation

  • Chart, graph or list data in real time
  • Filter data and generate insight to make better, smarter decisions


Insights to Improve Marketing

  • Categorize customers by the information captured, e.g. VIPs, age range, region, etc
  • Customize campaigns to different customer segment
  • Track customer activity / interest levels



Insights to Improve Sales

  • Review last time of contact with customers or set contact reminders
  • Review customer comments that has been logged into the system and tailor your next conversation accordingly
  • Review previous orders made by a customer and tailor your sales pitch accordingly


Extended CRM

  • Manage other essential relationships with “Extended CRM”, e.g. employees, partners, suppliers, distributors, manufacturers, and other stakeholders
  • Enhance your operational excellence via improved insight on relationships that matter
  • SGCRM can tailor the integration of Extended CRM to suit your needs


Featured Projects



IKEA


Profile
Design, implement and install a centralized Interactive Voice Response System (IVRS) for which has involved voice mail, IVR system, call detail reports, PBX features and so on

Results
Setting “Redundant” server for backup
Server improvement over past 10 years
Increase IP phone system
Improve wireless headset
Improve and increase SMS solution
Review wallboard / monitor format and “Text to Speech” in the new IVRS
Improve & review ACD report solution



Profile
Design, implement and install of CRM System Development in more than 900 franchised stores in Hong Kong

Results
Manage other branches via SGCRM
Monitor the operation and activities
Integrate with IP Phone system
Categorize the customer enquiry for follow up
Competitive advantage among other convenience store


7-Eleven


7-Eleven


Profile
Design, implement and install of CRM System Development in more than 900 franchised stores in Hong Kong

Results
Manage other branches via SGCRM
Monitor the operation and activities
Integrate with IP Phone system
Categorize the customer enquiry for follow up
Competitive advantage among other convenience store



Mannings


Profile
Design, implement and install of Membership System (Manns Card) which has involved membership registration, record and comprehensive analysis of customers’ purchase and buying behavior, points checking, gifts redemption, log reports and so on

Results
Exceeded Year 1 (Jul 10 – Jun 11) acquisition targets by more than 200%
Exceeded Year 1 targets of other key metrics
– Spend per visit
– Spend per customer


Travel Expert


Profile
Travel Expert has over 30 years of travel industry experience. Being one of the most extensive travel agents in Hong Kong, the company embraces over 60 outlets offering diversified travel products at easily accessible locations. They receive Over 100 incoming enquiry calls per day.

Results
CRM development
IP Phone system
Customer segmentations
Email automation


Profile
Design, implement and install of CRM System Development with over 60 outlets offering diversified travel products at easily accessible locations.

Results
CRM development
IP Phone system
Customer segmentations
Email automation

Travel Expert