The document introduces Second CRM, a back-office solution designed to enhance the operational efficiency of eCommerce businesses by facilitating lead management, customer support, and sales tracking. It highlights key features such as custom action tracking, customer segmentation, and integration with various payment and delivery services. The solution is presented as a cost-effective, cloud-based platform that offers a trial period for potential users, emphasizing its flexibility and support for growing businesses.

1. © 2016 Soft Solvers Solutions. All rights reserved.
Back office for Ecommerce Business
A Business Introduction
Making Businesses Profitable
www.secondcrm.com
/secondcrm

2. © 2016 Soft Solvers Solutions. All rights reserved.
Problem / Need
Back office for Ecommerce Businesses
 With growing Internet and innovation in technology, its
not difficult to start a business purely with a webstore
and almost no backend operations
 Once business starts to grow, not having sound back-
office can be a big problem, e.g. not able to track howz
everything going, or provide timely customer support or
collect feedback from unhappy customers, and so on
 At times when business is not focusing on managing the
back office well, its very easy to lose all the hard work
gone in building, with just one bad customer experience

3. © 2016 Soft Solvers Solutions. All rights reserved.
Second CRM
Collect leads from
website or landing pages
Website / Landing page
Physical POS
Capture sales from
retail POS
Monitor and Steer Operations
Track activities from
mobile apps
Mobile Apps
Collect complete sales info
from ecommerce
Ecommerce/Marketplace
Analyse
Activities
Lead / Account
Management
Manage
Deliveries
Subscription &
Payment
Customer
Support
Customer
Survey

4. © 2016 Soft Solvers Solutions. All rights reserved.
Track Web/App Actions
Back office for Ecommerce Businesses
 Capture and track key actions in mobile app or the
ecommerce store
 Pre-Registration / Landing Page
 Apps Downloaded / Installed
 First Login / Activation / Register
 Uninstall Apps
 Define and track own custom actions for better insight
 Along with tracking actions, also capture specific data for
building Customer database
 Capture new Leads and Customer info at sign ups, etc

5. © 2016 Soft Solvers Solutions. All rights reserved.
Customer Segmentation
Capture any number of
data points, from app or
website
Send targeted updates or
promotions using Email /
SMS or app notifications
Track Customer activities
and correlate with their
demographics

6. © 2016 Soft Solvers Solutions. All rights reserved.
Customer Survey
 Design Survey in Second CRM
 Push selected survey, to mobile
app or Ecommerce store or
even send by email
 Users fill survey online and
responses are collected in
Second CRM
 Review survey analytics
 Conduct Survey or Collect feedback
Design survey (CSAT, NPS, etc), push to target
audience and start reviewing responses

7. © 2016 Soft Solvers Solutions. All rights reserved.
Ecommerce Operations
Ecommerce Store
Customer Register
Abandoned Cart
Completed Sales
Submit Ticket / Issue
Create New Lead in Second CRM
Create New Lead (with cart info) in
Second CRM. Auto send email/app
notification to Customer
Create Sales Order (with products) in
Second CRM. Create Delivery Order, Assign
to delivery team, Process Payment,
Manage Subscription, Manage warranties
Notify Customer at all stages
Notify Customer Support, Ticket routing,
CS update ticket or call Customer, or assign
someone to fix, escalations, reporting
Users can be assigned in Second CRM to
handle different tasks, for better tracking

8. © 2016 Soft Solvers Solutions. All rights reserved.
Ecommerce Operations
Features Details
Manage Deliveries Create Delivery Orders and assign to Operations team.
Utilise pre integrated delivery services (DHL, easyParcel, etc)
Manage Subscriptions Track Subscription start and end dates
Send reminders of expiring subscriptions, or send auto
renewal notification
Manage Payments Utilise pre integrated payment services (Stripe, Paypal,
Braintree, CCAvenue, RazorPay, Paynamics, ipay88, MOLPay,
etc) for one time or recurring subscription payments
Manage Warranties Track warranty expiry dates
Send warranty expiry notification or Option to extend
Returns or Claims processing during warranty period
Manage Customer Issues Create Tickets for all reported issues & auto assign to relevant
personal. Track open issues and escalate based upon SLA’s
Management Reports Delivery, Subscription, Payment, Warranty and Issue reports

9. © 2016 Soft Solvers Solutions. All rights reserved.
So what is it?
Mixpanel + Aweber + Zendesk + Zuora +
Saleforce.com + SurveyMonkey
for ecommerce
All in One System

10. © 2016 Soft Solvers Solutions. All rights reserved.
Company
Partners
Echelon Finalist
2011 - Asia’s largest
Startup event
Asia’s Top 50 Apps
2010 - E27
Singapore
Silver award for Best
CRM Implementation
2010 - CCAM Malaysia
CRM Idol Semi
finalist - 2012
& 2013
Awards
SoftSolvers Solutions, founded in 2010
Cloud based Business Automation
Solution leader in APAC
Experiencing rapid growth since
inception
Cradle recipient (under MOF), attended
accelerator programme
Head Quarters
Singapore
R&D - Global Support
Cyberjaya, Malaysia
Sales
Kuala Lumpur, Malaysia
Singapore
Manila, Philippines
Sydney, Australia
United States

11. © 2016 Soft Solvers Solutions. All rights reserved.
Some of our Customers
Second CRM has worked with more than 200 customers across Asia.

12. © 2016 Soft Solvers Solutions. All rights reserved.
Second CRM has worked with hundreds of customers,
from small single location companies to mid-market
regional companies, across multiple industries.
Second CRM encourages try before you buy, without even
swiping your credit card. Second CRM allows rebalance
users up or down to meet changing business needs.
Second CRM is highly cost effective, both in terms of user
subscription fee and the professional services.
More than 60% saving upon migration from systems like
Siebel, NetSuite, MS Dynamics, Oracle, Salesforce, etc.
No capital investments on servers or software, secure
deployment, daily backups, bug fixes and application
updates, all taken care off. Just focus on your business.
On Demand,
Subscription
based
Proven track
record
Best price value
package
No risk trial,
Highly flexible
subscription
Going Beyond Criteria
Key Differentiators

13. © 2016 Soft Solvers Solutions. All rights reserved.
Thank You
Questions & Answers
Making Businesses Profitable
www.secondcrm.com
/secondcrm
Soft Solvers Solutions
Malaysia: +603 8320 5871 Australia: +6140 5811 649
Singapore: +65 6304 8022 Philippines: +63 906 284 3137
Web: www.secondcrm.com Email: sales@secondcrm.com