Plan Your Project with Your Software
Experience transforming off-line companies into omni-channel brands
A recent report titled A Marketer Guide to a Growing Marketplace provides information for IT
directors and marketers looking to enable the transition to omnichannel and scalable engagement
channels. Here are the key insights we've used on our projects:
Omnichannel
Mutually integrate disparate communication channels into a single system to provide seamless and
uninterrupted communication with the customer.
#1 Provide a single repository of consumer and brand relationship history.
In the past, heavy ERP class solutions were tried to adapt to a single relationship history repository.
But now the general consensus is that CRM is best suited for this purpose. Because it is the CRM that stores the entire history of the relationship between the brand and the customer. In our projects the use of Laravel CRM allowed us to consolidate data from both off-line discount databases and websites. Modern, accumulative information should at least consist of: Website behavior (utm, visits, goals); RFM-indicators (amount, age and number of purchases); by purchases made (products, categories, stores); by profitability of the client (LTV, average bill);
General characteristics (gender, birthday, city, country); Is the basis of modern customer service, one of the main principles of work, and the structure of IT architecture.
#2 Email marketing still works, but you can make it work even better Email marketing still delivers high conversions. But it's often underestimated and it's still a gray area of untapped opportunities for many brands in Ukraine. Running the simplest off-the-shelf set of standard mailchimp triggers in conjunction with an e- commerce platform only takes a couple of days, but can provide a guaranteed explosion of conversions.
Also in this area, several new technologies have recently emerged that can revolutionize the existing user experience. For example, technology makes it possible to make a purchase while reading EMAIL.
#3 Unified Business Processes for On-Line and Off-Line
Off-line must work only in cooperation with on-line.
You have to review all business processes and automate them as much as possible. It is necessary to
understand that the process of buying goods by the user can start on a website, and end up in a store of
the trading network. And after that the process can come back online again, when the bonuses are
credited and become available during the next purchase. Seamlessly integrate and synchronize with off-
line delivery system, payment acceptance system, discount card management, storage system of
personal and accumulated discounts we were helped by Laravel CRM connection to the developed web site.
#4 Personalization
Personalization is really more than just clever digital advertising and properly configured remarketing
that catches up with your customer on the expanses of the internet. Once messengers have firmly taken
over our communications as the #1 channel - personalization is commonly implemented in one-to-one chats.
Using the right technology, it is possible to extract all the necessary information from the repository to
seamlessly realize the full potential of personalized communication directly with the customer. Collect
messages from channels:
WhatsApp
Instagram
Telegram
Viber
Vkontakte
Facebook in a single window and distributes dialogues between managers will help the connection Laravel CRM and e-commerce platform.
A brand that can't connect with its audience across all touchpoints risks being without customers.
#5 Mobile Thinking.
Creating a Mobile App that gives added value becomes a must-have component. Many make the mistake of duplicating the functions of the main brand website in a mobile app without giving additional value. Such an app will not be used.
The availability of personalized messaging through the MobileApp creates a new level of opportunity,
but the intimacy of this environment contains dangerous pitfalls. This is where communications are completely different. Read more about this in a case study.
#6 The company takes advantage of the benefits
Personalized offers are generated periodically for the customer. They are informed about order processing, marketing activity, promotional activity. Expensive channels - SMS, EMAIL marketing, are replaced by cheaper push notifications.
