Let your Customers Share their Experience with You
Customer relationship management (CRM) is the systematic oversight and maintenance of consumer relationships, and the data, sales and engagements that go a long with it.
Main Features
PORINI 365 CRM 4 Fashion & Retail covers the marketing and unified commerce processes with your customers,
cards management and loyalty programs, customer statuses and all aspects of campaigns and promotions
management, supported by clustering and segmentation models as well as predictive analytics algorythms.
Tailored Customer ProfilingClientelingData Analytics & IoTCustomer Service & CRMLoyalty Program ManagementMarketing PromotionsAdvanced Multichannel Touchpoints360° Integration SuiteSocial
Tailored Customer Profiling
Get your key figures show up in any customer form.
Customer data:
- General registry info, geographical data
- Store association attributes (preferred store, preferred sales assistant)
- Sales transaction history
- Overall buying attributes (net sales, average spending, ..)
- Address normalization service
Privacy and preferences:
- Privacy card and logs
- Contact preferences for marketing purposes
Transactions:
- Detailed transaction history
- Product associations, products categories and features
- Customer size and details
- Customer discounts
Clienteling
Transform any customer visit in a new experience and let your store manager and salespersons be able to promote your brand and make each customer feel the “customer”.
Customer registration:
- Contact details
- Duplicates search
- Privacy permissions and signature
Portfolio:
- Customers list by sales assistant
- Customer data, purchase list
Personal and store calendar:
- Appointments and tasks
Report:
- Sales reports
Data Analytics and IoT
Integrate the power of Microsoft Business Intelligence and Azure IoT features. Browse business data in a new unique way, not from the standard analytical way but with a predictive Platform.
Predictive Analytics and IoT:
- Open architecture for extending analysis and data integration
CRM Dashboards:
- Role based dashboard and search features
- In line charts to filter customer base
BI Integration:
- PowerBI analytics on CRM data
- Excel Analysis
- Custom BI integration for clustering and customer segmentation
Customer Service and in-store CRM Operations
Drive any action of your customer service in a process-paced and structured way, from in store claim management to HQ enquiries.
Send notices to customers to share progress of their case and arrange for an appointment.
Let store manager plan for basic marketing activities (i.e. “happy birthday”, “thank you note”).
Consumer Area:
- Registration and profile info
- Customer inquiries
- Loyalty program info, transactions and reward request
Store Web App:
- Dedicated store access to interact with customer base
- Claim and repair management
- Full case management
- Outbound communication: support store manager to deliver to consumer template-driven messages for internal actions as “thank you note”, or events as “dedicated in-store promotions”
- Appointments management for special customers
Loyalty Program Management
Create your Loyalty Program, from point collection to tiered-card-types to your brand communities.
Interact with customers and collect feedbacks, social posts, surveys activities to Loyalty Events to enrich their data profile.
Interact with customers through a dedicated customer area.
Loyalty program management:
- Points collections rules configuration
- Multiple programs at same time for extending brand and market distribution
Card Type:
- Loyalty card types for point programs, tiered programs, brand communities
Program rewards:
- Configurable rewards for products rewards, discount voucher
Fidelity Point Transactions:
- Detailed card balance with all customer sales events (collection, reward, vouchers…)
Marketing Promotions
Set up your fidelity promotions, from leaflet vouchers to after sales promotions.
Send a voucher for birthday, or give additional points for any positive feedback given to a service or product.
Reward mobile app users for their wish list completeness.
Pre-sale promotions:
- Leftlet vouchers – for “bricks” customers
- Digital vouchers – for mobile and ecommerce consumers
Post-sales promotions:
- Discounts and vouchers after buying a specific product or a category of products
- Cross-selling vouchers to enrich consumer fidelization
Transactional promotions:
- “Recurring” promos event-driven: happy birthday, welcome to the program, survey completed, consumer profile enrichment
- “instant” promos for mobile consumption: in-store promotions, app actions, ecommerce-driven actions
Advanced Multichannel Touchpoints
Not just CRM, ecommerce and POS can interact with customer base.
Mobile apps and websites can collect user behaviour and trigger events on page views or consumer actions.
Opening an email drives a feedback to CRM to enhance consumer preferences knowledge.
Multi-source event engine:
- Categorized events: to allow for multiple sources/touchpoints to interact w/ customer base. Common sources are: clienteling app, POS, ecommerce, private area
- Integration with promotional engine
- Configurable actions for specific events: i.e. POS action to trigger loyalty actions, ecommerce product review to price a customer
Outbound communications:
- Enhancement of CRM campaign management engine for
– Email: with customizable rich HTML Templates
- SMS/Text messages with custom tags
– Mobile push notifications
- Support for single transactional activity (thank you note, store opening invitation) with defined company templates
360° Integration Suite
Integrate your legacy systems, from ERP to DWH, from POS to Mobile apps and ecommerce.
Customer Staging Area:
- Dedicated SQL Azure Database for both inbound and outbound data exchange
- Standard LFR tables for items, transactions, customers, …
LFR Platform Services:
- Transactions Import
- Point Calculation Engine
- Fidelity Promotion Engine
- (Optional) Marketing Automation Services
LFR API REST Service (POS and ecommerce integrations):
- New Customer, Update Customer
- Release New Card: allow for give a new card
- Get Customer Data: retrieve all customer data (info and vouchers)
- Validate Voucher: verifies if a specific voucher code is valid
- Upload Sales Transaction: direct interaction for POS apps
- EGON Address Normalization
- Clienteling Services
Social
An Integrated Social Platform with a set of KPI’s and Dashboard to understand the whole Customer Social Behaviour.
The company can access the contents of different Social Network quickly, so the employees can view the reactions of its users to any marketing campaigns or new product releases thus becoming proactive and not passive to the “Digital and social World”.
Sales Trend:
- Correlate in a single environment the sales trend to interactions on social enterprise
Marketing campaign:
- Assess in real time the effectiveness of a specific marketing campaign, through the use of reporting integrated in CRM
Feedback and Sentiment:
- Collect all informations related to products and services sold or promoted by the company reaping the feedback and the sentiment of Social users
Discover the other solutions of our suite
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E-mail : info@porini.it
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