Do you find managing your post-sales activity tedious and time-consuming? We have THE solution to unify logistics and customer relationship management in a single system. We tell you all about it in this article!
Managing your post-sales activity is a strategic step, and for good reason: it’s a key element in customer satisfaction. In fact, according to one study, 98% of customers surveyed said they would recommend a company with which they had a good post-sales customer experience. Post-sales experience is a real lever for your business, and therefore your sales, so it’s not to be neglected! Nevertheless, logistics and customer relationship management can turn out to be tedious tasks, all the more so when you’re doing them yourself.
That’s why we invite you to read on to find out how you can unify your entire post-sales activity into a single system with Shippingbo/eDesk .
Logistics and customer relationship management: the methods used
The CMS Centric method:
When launching an e-commerce business, particularly on marketplaces, we tend to use our CMS (Content Management System) to centralize customer relationship management. In this way, each piece of information is collected one by one from the various sources, then processed in the CMS and redistributed. To this we can add logistics management This method, known as CMS Centric, offers a certain ease of use. Indeed, it turns out that this method, known as CMS Centric, offers a certain ease of use that might be favored in the early stages of a business, but proves to be a hindrance to expansion.
The limits of the CMS Centric post-sales method
Nevertheless, the CMS Centric method does have its limitations, especially when the business is expanding. An increase in the number of sales channels or orders, and therefore in the number of customer requests to be processed, can lead to disorganization:
- time wasted retrieving information from each sales platform
- loss of efficiency in dealing with customer issues, which can lead to exclusion from the marketplace if the response rate within 24 hours is less than 95%.
- increase in logistics-related errors: loss of data, longer, more tedious ordering times
Best-of-breed vision: a pillar for your logistics and customer relationship management
The Best-of-breed method, on the other hand, aims to decentralize information from the CMS to use systems that are more expert in each area, both prior to sales and for logistics and customer relationship management. Conversely, this vision places the CMS as a sales channel which, like the marketplace, enables you to convey the image of your company, your values… This second method enables you to centralize both your logistics and your customer relationship management, entrusting both to companies specialized in these fields.
To learn more about the two methods mentioned above, read this article: CMS centric vs Best of Breed.
Once you’ve adopted a Best-of-breed vision, it’s time todecide which software you’d like to entrust your logistics and customer relationship management to. To do this, we suggest you discover the advantages of using a combination of systems to manage your post-sales activity.
Why entrust logistics and customer relationship management to specialized systems ?
Centralize your data
Choosing an e-commerce logistics management system like Shippingbo will enable you to centralize all your orders, regardless of the sales channel you use. You’ll be able to multiply your sales channels, and therefore your orders, without difficulty, since you’ll find all new data on the same platform. In the same way, you can centralize all your customer feedback with a system like eDesk. This means you no longer have to navigate through your various sales platforms, so you can concentrate on dealing with your customers’ issues.
Manage your data flows
Whether it’s your inventory or your customers’ requests, these systems automate the processing of information, making it easier for you to manage them, by relieving you of the task of organizing data. What’s more, the integration of these two solutions will enable you to retrieve all your customer’s order information entered on the Shippingbo platform from your eDesk tool. For example, when you receive a customer complaint in eDesk, you no longer need to retrieve the order information yourself. In fact, all the data required to process your customer’s complaint will be available via eDesk.
Reduce your processing time
A logistics management system, like a customer relationship management system, is a real time-saver , and for good reason:
- centralizing your data will enable you to process them faster, but also to limit the errors associated with their use
- you’ll find systems designed to help you increase the productivity of your supply chain through better management of your resources, inventories, etc.
- you can automate the sending of order status and tracking information, as well as the response to certain types of customer returns
I’m sure you’ll agree that combining optimized logistics with good customer relationship management leads to greater customer satisfaction. And for good reason: optimizing these elements enables you to offer a better customer experience, not only in terms of speed, butalso in terms of attentiveness. That’s why Shippingbo and eDesk have chosen to offer you the combined use of their respective solutions.
The advantages of connecting your customer relations tool to your logistics tool
Increase your customer satisfaction
By centralizing data and synchronizing customer and order information between Shippingbo and eDesk, you can ensure that your customer :
- faster order processing and shipping
- reduce order-picking errors by optimizing your supply chain
- real-time tracking of order status
- instant assistance in case of trouble
Combine these solutions to boost customer satisfaction and reduce bad returns.
Focus on your core business
Entrusting us with your logistics and customer relationship management – our areas of expertise – also means you can focus on your core business. Optimizing your processing time by centralizing data in a single system will enable you todevote less time to your logistics and customer relationship management, so you can focus on your core business. In this way, entrusting these elements of your e-commerce to us will help you concentrate on what really matters: your core business.
Increase your sales
With Shippingbo/eDesk, you can multiply your sales channels , and therefore the number of orders you receive. But what if you decided to go even further and develop your business internationally? With this solution, you’ll benefit from :
- automatic translation of your incoming and outgoing communications into any language
- our international transport connectors or cross-border links with carriers in the destination country
- our network of logisticians in several countries around the world
Conclusion
So choosing to unify your logistics and customer relationship management within a single system will enable you to offload tasks that are superfluous to your business, thanks to :
- centralize your customer data (orders and queries)
- synchronize your logistics and customer relationship management systems
- optimizing your logistics and post-sales chain
With Shippingbo/eDesk integration, you can :
- increase your orders by multiplying your sales channels without complicating your operations
- guarantee even shorter lead times for your customers and thus improve customer satisfaction
- expand your business internationally thanks to our e-commerce ecosystem
Discover how to effectively unify your customer relations and logistics
