Second CRM Back office for Mobile and E-Commerce Businesses

© 2017 Soft Solvers Solutions. All Rights Reserved.
SOFTSOLVERS SOLUTIONS
Intro Presentation
Back office for Mobile and Ecommerce Businesses

Problem / Need
 With today’s technology, it is easily possible to start a
e-commerce business solely with a webstore and almost
nil backend operations.
 The real problem comes when you have grown and if you
do not manage that growth properly with systems in
place, then there’s a huge chance that there is going to
be chaos and oversights.
 At times, one bad customer experience is all that is
needed to loose the customer. All hard work and time
invested is simply lost because of a single glitch.

Problem / Need
 With a large base of customers, manually tracking all
activities that happens is almost an impossible task.
Failure to track a single activity may lead to a loss of a
customer and even negative feedback which would
invariably tarnish the business.
 Conventional methods of banking in money may seem
okay initially but as the volume builds up, it becomes a
very consuming task.
 Nothing can be more worse than manually managing and
tracking a multi channel retail hub. Huge headcount
would be needed to manually track all of this.

Problem / Need
 While you are busy attending to the orders, someone
needs to engage your customers as well. This ensures
that the engagement would be two way. Someone needs
to do this in order to increase retention rates.
 Tracking how well you are doing does not solely relate to
dollars and cents. There’s a whole lot more information
and analytics that you would need to accurately gauge
where you’re heading.
 Preparing transactional reports is a tedious process.
What more when it involves a whole lot more reporting
that is needed. What shall be your priorities. Selling?
Retention? Reporting? Engagement?

Second CRM - Back office for E-Commerce
Collect leads from
website or landing pages
Website / Landing page
Physical POS
Capture sales from
retail POS
Track activities from
mobile apps
Mobile Apps
Collect complete sales info
from ecommerce
Ecommerce/Marketplace
Analyse
Activities
Lead / Account
Management
Manage
Deliveries
Subscription &
Payments
Customer
Support
Customer
Survey
Push
Notifications

Track Web/App Actions
 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

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

Communication
 Communicate with your Customer through multiple
channels like online chat, email, sms, push notifications,
newsletter, etc
 Welcome emails
 Delivery updates
 Abandon Cart Reminder

Online Sales
Ecommerce Store
Customer Register
Abandoned Cart
Completed Sales
Submit Ticket / Issue
Create New Lead in Second CRM
Create New Lead (if not yet regd) along
with cart info in Second CRM. Auto send
email/sms/push 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

Multi Channel Sales Management
Phone based Payment,
using Contact centre.
Phone /
Tollfree
Online Sale completed
via Payment gateway,
stored in Second CRM
Online Selling
Covering even
feature phones
SMS Payment
iPad / iPhone based POS
Capture
sales from
retail POS Send Invoice and
link to Customers
to pay online.
Email based
Payment
Centralised Sales Management
✓ Common Customer Database, across
Channels, can be used for Segmented
Marketing & providing Customer Support
✓ Consolidated Sales and Financial Reporting

Manage Deliveries
 Create Delivery Orders, Assign to Operations team,
and track it till reaches customer
 Integrate with Delivery Provider for automated
logistic operations
 Utilise pre integrated
delivery services (DHL,
easyParcel, etc) *
 Customer sign off and NPS
Survey

Manage Subscriptions
 Track Subscription start and end dates
 Send reminders of expiring subscriptions, or send auto
renewal notification
 Recurring Payments
 Churn Analytics

Manage Warranties
Online Warranty Registration
Online Claim Processing
ClaimProcessing
throughPhone
Centralised Customer Database
Build across Channels,via online Warranty
Registration, used for Segmented Marketing
& providing Customer Support

Customer Support
feedback@customer.com
Auto creation of
tickets, for all emails
received at specific
email addresses.
Converge traditional
channelswith online,
in one central system.
Phone /
Tollfree
Auto assignment of
tickets, based upon
selected Subject, or any
other parameter.
Online Form
Manual / Auto assign
to Agents
Covering All
featured phones
SMS Messaging

Multi Channel Contact Centre
Converge traditional
channelswith online ,
in one central system.
Phone /
Tollfree
Customer send Message,
Agent Call back.
SMS Messaging
User enters his number,
initiate two Calls, connecting
him to Contact Centre agent
Online Click 2 Call
✓ Access to
Customer History
✓ Complete
interaction log
stored in CRM
Inbound Support / Outbound Telemarketing

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

Integrated Payments
 Make refunds and Retry
failed payments manually,
directly from Steerops
 Manage Subscriptions
(recurring payments)
 Payment reports and
analytics
 Utilize pre integrated Payment gateways
and options inside your mobile app,
managed through Steerops

Manage Vouchers
 Auto assign vouchers, based
upon certain logic e.g. New
Registration, Birthday month,
reached minimum spent, etc
 Manually assign vouchers, for
refunds, etc
 Print Vouchers *
 Review voucher analytics
 Generate Unlimited Vouchers (qty,
value, expiry date)

Manage Notifications
 Design message template,
Configure workflow in Steerops
 Push Notifications to mobile
app or send email or sms
 Review notification analytics
 Centralised system for designing, sending and recording
the history of all alerts and notifications sent to
customers

Customer Loyalty and Membership
RetailOutlets / POS
Capture sales from Outlets,
Real-time or Daily dump
✓ Website and Mobile can pull
the Customer status and display
✓ Customer can update their
Contact info and check points
✓ Customer browse Redemption
Catalogue and place order,
using their loyalty points
✓ Updates can be pushed back to
the Central Customer database
Data Cleansing, Classification,
Maintain Membership,
Promotions,Redemption
Catalogue, etc
✓ Send notification and alerts
on the order confirmation
and delivery status
✓ Send Monthly / Quarterly
loyalty points statement
✓ Birthday Greetings and
Newsletter
✓ Generate and Send Discount
vouchers
Loyalty Portal and Mobile App

So what is it?
Mixpanel + Aweber + Zendesk + Zuora +
Saleforce.com + SurveyMonkey + …
All in One System

Value Add Components
OPERATIONS
 Integrated Task & Project Management
 Collect payments (Internet banking or Credit card)
 Holidays, Working hours and Leave management
 Integrated Email (inc Google apps and Office 365)
 Send Email /SMS alerts directly from the System
 Call Centre Telephony Integration (CTI)
 Web API’s for integration with other applications

Value Add Services
 100% customisable solution to meet all existing
and future business needs
 Email, Skype, Whatsapp and Phone support
 24/7 premium support for mission critical
implementations *
 Dedicated hosting, Server monitoring, Multiple
Sandboxes, Unlimited storage and file uploads *
 Dedicated support manager for all escalations *
* Available in Second CRM Premium Editions.
PREMIUM

Pricing
SALES
From
US$30
/USER /MONTH
* Setup & implementation cost applies.
SUPPORT
SALES
+
SUPPORT
From
US$30
/USER /MONTH
From
US$50
/USER /MONTH

Implementation & Support
 Second CRM consultants work together with customer team at all
stages of system implementation
✓ Requirements gathering and analysis
✓ System setup, configurations and customisations
✓ Master data setup and data migration
✓ User acceptance testing and Sign off
✓ User training and go live
 Estimated implementation time = 4-8 weeks*
 Continuous support during subscription period
✓ Application hosting at Second CRM cloud AWS Singapore (Uptime 99.9%)
✓ Server and application maintenance (Backup, Patches, Upgrades, etc)
✓ Customer support (Email, Phone, Chat, SLA, Contact centre, Online support)
✓ Minor changes and bug fixing
* Standard implementation, for various editions.

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
Digital Transformation Solutions leader
in APAC region
Experiencing rapid growth & maturity
since inception
Worked with more than 250 small to
large Customers, across the region
Headquarter
Singapore
Research and Development
Cyberjaya, Malaysia
Sales Office
Kuala Lumpur, Malaysia
Sydney, Australia
United States

Customers
SoftSolvers has worked with more than 250 small to large customers regionally.

Worked with hundreds of customers, from small single
location companies to mid-market regional enterprises, across
multiple industries and geographies.
SoftSolvers encourages try before buy, with guided POC’s &
Pilots to ensure solution fit. SoftSolvers offers right balance in
price predictability and flexibility for changing business needs.
Highly cost effective, with low initial investment and highly
affordable maintenance. Reduce cost by more than 50% upon
migration from Siebel, MS Dynamics, Oracle, Salesforce, etc.
No capital investment on servers or software, cloud hosting,
daily backups, bug fixes, security patches and application
updates, all taken care off. Just focus on your business.
Quick and hassle
free rollout
Proven track
record
Best price value
package
Low risk POC’s,
Highly flexible
contracts
Key Differentiators

Soft Solvers Solutions
Malaysia: +603 8687 4433 Australia: +6140 5811 649
Singapore: +65 6304 8022 United States: +1 (916) 496-3040
Web: www.secondcrm.com Email: sales@secondcrm.com
Question & Answers
Thank You

Second CRM Back office for Mobile and E-Commerce Businesses

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