ShopYourWorld is an online shopping portal. It has close to
six million shopping items and provides a doorstep delivery of
shopping items from across the world to the Indian consumers.
The company’s offices are located in Singapore and Mumbai and
fulfillment centers in located in the US and UK. The company
faced a huge challenge in managing the business efficiently across
these different locations and in getting the necessary information
related to the orders. With the portal witnessing a huge amount of
online visitors, the firm wanted to ensure that every single
visitor or buyer was provided a high level of professional
experience.
This fuelled the need for a platform that would take care of a wide
range of activities ranging from tracking orders to tracing the
shipping status, generating invoice, efficient customer support and
telemarketing. To tackle these challenges, the company intended to
adopt a CRM solution.
Why cloud CRM
The IT market offers innumerable software and hardware options that
the firm could avail of for managing the business. But
ShopYourWorld was looking for something that could eliminate the
need for installation and maintenance of hardware and software and
could give exceptional results at the same time. After
evaluating several options, the firm settled in for a cloud-based
CRM from
A2Zapps.com.
Unlike
the traditional CRM solution, the cloud based CRM software does not
require any hardware purchase or software maintenance. The solution
is delivered over the Internet as the service can be accessed at
anytime and anywhere via an Internet browser. “While
looking for a CRM solution, we found that the implementation cost
of a traditional CRM was five to six times higher than the cloud
based CRM. Also, the implementation time was huge (almost
double),” says Vishal Melwani, Director, ShopYourWorld.
The CRM as a service solution not only eliminates the requirement
for costly IT personnel but also the burden of support and
maintainability of the CRM software. “Cloud CRM software
essentially enabled us to focus our energy on the core business
either than managing or maintaining the software,” asserts
Melwani.
From May 2010, the company is utilizing the cloud based CRM
application from A2Zapps.com. The solution helped them in
centralizing the business thereby cutting down the overall
costs. The solution utilized by ShopYour World focuses on
five major areas of their business- centralized order processing,
tracking the shipping status, customer support, telemarketing and
billing department
Also, Shop Your World has been able to integrate with Indiatimes
Shopping, as a result of which the orders placed by the Indiatimes
Shopping users are directly moved to the ShopYourWorld portal.
The shopping portal plans to integrate the offline customer
orders placed by means of print, email or SMS medium into the CRM
solution. Additionally, the firm also plans to add another website
which will also be directly linked to the cloud CRM. This would
help them track the shipment of shopping items from India to the
other parts of the world.
| Centralized
order processing |
Customer orders
get transferred to the cloud CRM system for providing centralized
order management system to the ShopYourWorld operations
team |
Smooth and
efficient work |
| Tracking the
shipping status |
A2Zapps.com has
also been integrated with an external logistics company through a
web service. For obtaining shipping status of every order-right
from the selling of a product till its delivery |
It became easy
for Shop Your World to track the shipping status for every
order |
| Customer
support |
All the
information related to customer support gets transferred to the
department concerned so that they can take necessary action as and
when required. |
This allowed to
reduce the work load on the support team as the integration made
the task more organized and efficient. This resulted in faster
response and proficient customer support |
| Telemarketing |
Integration
enables the ShopYourWorld marketing team to get all the necessary
information about their valued customers
|
The task of
telemarketers also got reduced and managing leads and follow ups
became smooth and simple |
| Billing
department |
All the
information related to the shipping/billing, etc of a product
quickly gets transferred to the billing departments in the form of
electronic invoices |
The billing
department gets the correct billing information with the relevant
details |
About Author
Vinita Gupta is Principal Correspondent at InformationWeek India. Vinita has over six years experience in IT reporting and has interviewed more than 500 business executives. She has a PG Diploma in Business Management from NMIMS and Post Graduate Degree in Communication and Journalism from Mumbai University
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