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Comparison of amoCRM and retailCRM services. Comparison of amoCRM and retailCRM services Retail crm login

Hello, dear readers of the blog site. As part of (electronic commerce), I wrote quite a lot on the topic of creating these very stores, about their optimization and promotion. However, in the life of the owner of such a store, this is only one of the stages that pales against the backdrop of problems with questions organizations effective sales . The beauty and functionality of an online store site are no longer the prevailing factors that determine the success of the entire enterprise.

Recently, the emphasis has been on the maximum simplification of the design of the online store (it has become flat and minimalistic) and increasing functionality. In this regard, simple design and convenient functionality have already become a mandatory minimum, rather than competitive advantage. Trying to raise the level of sales through graphic delights is now quite difficult.

However, there are still plenty of opportunities for growth that are hidden from the eyes of the average store visitor. I'm talking about increasing efficiency in order processing, in identifying the best advertising channels, in analyzing the return on each manager involved in the sales process, in analyzing the work of the call center, and so on. And, of course, the main trend of doing business is customer orientation.

If you have more than a few dozen sales per day, then you are unlikely to be able to manually quickly and efficiently track all information on customers, keep track of unprocessed orders in the basket, make the right offers to customers on time, etc. However, this is not required, because there have long been CRM systems on the market that can automate this entire routine process, and one of them ( retailCRM) is designed specifically for working with online stores. ? I will try to explain in the course of this publication, and at the end awaits you.

What is retailCRM and what tasks can it solve?

First, I think, it is necessary to define the term (abbreviation) CRM. What is CRM? Essentially, this software for customer relationship management. If we talk specifically about retailCRM, then this is software (of what is on the other side of the site). This will be easier to understand by looking at this little infographic:

CRM closes on itself all the processes that take place inside and around your online store (CMS, external warehouse systems, delivery services, analytics systems, etc.). With it, most processes can be automated and optimized. As a result, you get satisfied customers, sales growth that could not have taken place without CPM, and you will also be able to track a lot of trends using built-in analytics in order to draw appropriate conclusions and determine the best ways for business development for the future.

In a general sense, CPM systems are suitable for running any type of business, but what makes it unique and in some way indispensable. If you think that you do not need such automation and optimization, then most likely you are just at the beginning of the journey and your sales volumes are insignificant. But now it’s worth thinking about and looking for a suitable option. Reinstalling the system and retraining staff can be a very difficult process.

Why do you need CRM for an online store?

In confirmation of my words about the fact that the organization of the sales process can significantly affect the success of the entire enterprise, I will give the most common reasons for customer dissatisfaction when buying goods in an online store(data and were generated based on customer reviews):

Violation of the agreed delivery times (complained by 34% of the percentage of customers, among those who left negative reviews)
Adding items to the order that turned out to be out of stock (28%)
The description on the website of the online store did not match the purchased product (15%)
The client was not called back from the online store after placing an order on the site (13%)
Customers could not get through to the manager of the online store (7%)

Those. you can clearly see that most of the problems of customers are connected precisely with the poor organization of the business process, which causes them a strong feeling of dissatisfaction and disappointment. This can very often occur when working with suppliers through, because the supplier is responsible for the delivery and assembly of orders.

You can be sure that they will never return to you. But everyone wants to earn money on repeat sales, because the cost of attracting a client in this case is zero. What to do? Actually, think in the direction of CPM, that is, the automation of routine processes, so that the human factor does not introduce its destructive actions into the work of the store (forgot, did not have time, etc.).

A little earlier, I already wrote about such important sales attributes as organizing virtual telephony and call tracking. However, our today's hero - CRM for online store(called retailCRM) - already includes these and many other tools, and also allows you to combine them in one convenient interface, keep records telephone conversations, analyze and display in the form of graphs the effectiveness of the work of managers:

In addition, retailCRM can upon the occurrence of specified events (), for example, when an abandoned cart is detected or an order status changes. The system can also offer a discount in these messages to those customers who have been “stomping and rumpled” for a long time near a certain category of goods, but have not bought anything.

When a call is received from a client (or when placing an order through the shopping cart), retailCRM itself chooses a manager to entrust work with him, and provides this manager with all available information. this client information in short and long form.

In fact, it replaces the army of personal managers who would work with each client individually. For the client, a complete one is created, which increases his loyalty to your company. Well, for you, this (with the proper approach) translates into income growth and the stability of your business.

retailCRM can be imagined as a database that stores all the data on your customers, as well as information on their orders, calls received, sent letters and SMS messages, clicks to the site from different advertising channels, and much more. A whole set of information is available to the manager: when, what and for what amount the client bought, what comment he left about the order, what sms and email were sent to him, and much more. After connecting Analytics, he will be able to see what products the client viewed on the site, what he especially focused on and what he ignored, immediately leaving the page.

And, of course, user interfaces (with different permissions) have access to this database, allowing you to receive fast access to all this wealth, build sales performance graphs, print prepared CRM documentation, analyze the return on the work of each specific manager from your campaign, from the call center, email newsletters and much more.

But this system is more than just software. This is a kind of technology that makes sure that a client who has already bought something from you will definitely come to you next time and buy even more than the first time. This allows shops to profit, for example, at very high cost attracting customers from contextual advertising. Lost profit from direct entry from advertising is compensated by repeated sales to the same client.

Principles of working with retailCRM

If you draw with rough strokes a picture of a product purchase in an online store linked to retailCRM, then it will look something like this. The client places an order, this application gets to the manager, who sees it in the CRM system, because it is integrated with the store engine (read about the connection a little lower, but looking ahead I will say that messages about changes go both ways).

The manager processes the request, and then monitors the fulfillment of the order and promptly changes its status (packaging, shipment from the warehouse, delivery). This information can also be tracked by the client (on the site, or using messages sent by the system). For each order in CRM, you can set up a task scheduler that will give the manager a message about the need to call the client back (for example, after placing an order), clarify or find out some points that have arisen during the execution of the order.

An hour before the delivery of the goods, the client receives an SMS message, which automatically generates the CPM (independently, without the participation of the manager, focusing on the trigger rules pre-written in it). With the help of these same triggers, you can set any actions, which we will discuss in more detail below.

As a result, you get a satisfied client who did not have to call your call center and find out something there, because all the information was provided to him even before he had time to think about it. A good CRM works exactly like this - . In fact, all this “customer charm with service” is based on program codes and smart applications.

The developers of this particular CRM for an online store have an introductory video that allows you to raise layer of problems solved with the help of retailCRM:

By the way, about the developers. The software created by Intaro, which has been developing large online stores and portals for many years. Apparently, all the experience and years of developments were just embodied in retailCRM. The system was initially focused on the realities of Runet and, in fact, in this segment (CRM for online stores) she has no competition.

Reviews about retailCRM are still few, but almost all of them are positive. By the way, to plug this system it will be possible to any CMS (for real-time exchange of data on orders, requests and goods between the engine and the system) on which your online store works (even including self-written engines).

You can connect several sites of your stores to this system at once (on any engines), while it will be possible to use both a common customer base and separate ones for each site. Integration with the CMS is implemented either automatically or by consulting a developer's campaign. RetailCRM also connects with Google Analytics in order to use the data collected by this statistics system in its algorithms. Full list services can be found on the "About connection" page.

The documentation on working with retailCRM available on the developer's website can help you with the issue of studying the capabilities of the system and training personnel (naturally, everything is in Russian, because initially everything was created under Runet).

Opportunities of CRM to optimize the work of an online store

Let's go over a little for the reasons that I can push to use retailCRM:

All orders and clients are included in one database, where you can search, make avatars of clients, receive timely information about ongoing changes, etc. Those. all the threads of the business you hold in your hands. Purely hypothetically, even with the dismissal of some managers, all the clients with whom they did business will remain in your database, which will avoid insider information.
You can set up automatic distribution of incoming orders between managers depending on their workload or on the type of order. This will avoid hanging orders. There is control over the time the order is in a certain status, which is used both to remind managers and to collect statistics, and also to track orders.
You can compose reminders and set tasks for managers. As a result, they will not have a headache about what is with the order, whom to call, what needs to be done and in what sequence. Also, judging by the reviews, retailCRM allows you to evaluate the performance of managers on a number of parameters (profitability, average check client, etc.)
As I already mentioned, it is possible to integrate the system not only with CMS, but also with external warehouse systems (such as "My Warehouse"). This will allow you to receive data on the balance of goods and everything connected with it. Similarly, retailCRM can integrate with delivery services and post offices to track the status of delivery, calculate its cost, etc.
The system can initiate calls, send SMS and Email messages, including doing it automatically when a given event occurs. It is possible to set triggers, when triggered, a message will be sent to the client (or a task will be assigned to the manager) with a discount offer, a special offer or just a reminder, for example, about an incomplete order in the basket.
It also automatically generates documents for orders according to specified templates.
will add the ability to analyze in detail the behavior of the client on the website of your store. The data collected by both systems is combined and is well suited for studying the sales funnel and opportunities for its optimization. It will also help in studying the behavior of the visitor to draw up his portrait. In general, analytical capabilities, judging by the help and reviews in retailCRM, are more than enough:
, with which you can evaluate the effectiveness of advertising channels (data from Analytics is processed and presented in the form of visual graphs), identify the most profitable products and regions for their sale, understand the reasons for customer refusals from orders, etc. This CRM keeps a record of all telephone conversations, calculates and analyzes the NPS and CSI indicators of the store, and monitors the KPIs of the online store.
All this information, due to its clarity and accessibility of perception, makes it easy to identify narrow places in working with customers, increase sales and at the same time reduce costs. By refusing to work with analytics, you give a significant head start to your competitors, which can be fatal in today's Internet business environment.
allows you to select groups to which you can offer something. For example, to make attractive offers to regular customers and provide Additional services, and for those who have not bought anything for a long time, send a message with a reminder of themselves and some kind of bonus to lure. , so that you can decide what to do with poorly selling ones - increase advertising budgets for them or not work with them at all.

What's the price?

Tepericha about the payment for all this nonsense. By the way, it differs from the standard options. The system has no restrictions either on the number of users, or on time, or on the included functionality. It all depends on the number of orders that, on average, pass through your online store per month. Thus, the seasonality of the business is taken into account: if you have sales - you pay, if there are no sales - do not pay. Moreover, the more orders you have, the lower the price per order will be. Detailed pricing is shown in the picture below.

The system is located in the cloud, where all the data collected by it will also be stored. The differences between the first two tariffs are only in the method of payment. In the first case, you are offered to pay for each order placed using retailCRM, and in the second case, a fixed monthly fee will be charged. Well, the third option allows you to deploy and configure the system directly on your technical means(servers, etc.), but this fee will be one-time. Everyone chooses for themselves.

I repeat once again that keeping records and orders manually (without loss of quality) is possible only on initial stage development and formation of an online store. Once you cross this line, your Excel spreadsheet entries will no longer be as convenient, and your store's performance will steadily decline as the number of orders increases. Accordingly, the level of your service in relation to customers will fall, as a result of which they will shift towards your competitors.

Of course, not only the CPM system is important, but also the work of the site, the attitude of managers and couriers to working with clients, the content of sent letters and SMS messages, speed of delivery, and much more. But retailCRM can help organize and control all this and, with the help of analysis, identify weak links in the sales chain. Therefore, think, decide, read reviews and get acquainted with the unique at the moment CRM system for an online store.

Good luck to you! See you soon on the blog pages site

Traditional questions: what is it and for whom?

RetailCRM is a specialized CRM system for online stores. The service automates the workflows behind the storefront, from order processing to outbound marketing and sales promotion tools. RetailCRM was created for online stores that process from 300 to 50,000 orders per month. It integrates with any CMS system (1C-Bitrix, Joomla, Drupal and others) or landing. CRM collects orders from different sources: trading platforms, mobile apps, email mail, etc. And of course, it integrates with services that are in demand in business: from delivery and telephony services to analytics and product recommendation services.

How is it different from other CRM systems?

“Sharpening” for e-commerce is our main difference from competitors in the market. Other CRM systems were created to automate B2B sales with their own requirements and specifics. The classic CRM has the necessary set of tools for this, but in an online store this hinders more than it helps. Users of other CRMs come to us with common history: implemented, “finished” and spent the budget, but did not achieve the result.

And one more important, in my opinion, point: in addition to reducing the costs associated with sales, the system should increase the turnover of the online store. To do this, retailCRM has tools to increase repeat sales, upsell, etc. Thanks to this, the user can evaluate the effect of the implementation of our system already during the first three months use.

Where and how does it work: can I install it locally on a computer, my own server?

RetailCRM is distributed according to the SaaS model (eng. SaaS), that is, the program runs in the cloud. This model provides flexible rates, which optimizes the cost of ownership of the system. What distinguishes us from other SaaS solutions is the lack of restrictions on the number of users, disk space and functionality. That is, by paying a tariff (from 8 rubles per order), our customers receive a full set of tools and free updates once a month.

Does the CRM work on smartphones and tablets, are there any restrictions on the mobile version?

We do not yet have a separate mobile version, it will appear in the future. Thanks to a special layout - adaptive - the site adapts to the screen size. Users say that it is convenient for them to work with retailCRM on a mobile device.

In this case, there are no functionality restrictions.

How easy is it to implement or migrate from other CRMs?

RetailCRM is an implemented product. And the implementation consists of several stages. The first is technical integration: connecting the CRM to a website or landing page, setting up the system with the necessary services, a warehouse program, etc. The second stage is customization for existing workflows, marketing automation, analytics settings.

To implement retailCRM, certain competencies are needed. Of course, we, as a software supplier, are ready to implement, but at the same time we do not limit the user in independent connection - there is an open API and technical documentation for this.

We train both in person and remotely. The nearest plans included the creation of training videos on key elements of functionality. We accompany the user at all stages: from implementation to technical support.

How is work with contacts, segmentation arranged?

Our forte is the automation of work with the client base. When developing the product, we set the task of minimizing manual operations. As soon as an order enters the system, a customer card is automatically created, the customer is segmented, and the previously set algorithms work for him. This is a task assignment, user call, letter or SMS.

RetailCRM segments customers according to any criteria, which is useful for increasing repeat sales. Users form personalized offers to customers thanks to segmentation by purchase history, their frequency, products viewed on the site, gender, age and other criteria. Personalized offers increase email open rates by 3x and click through rate by 1.5x compared to classic direct mail*. This is logical, the buyer wants offers that are interesting to him at the right time.

Is there integration with email and at what level?

retailCRM has full integration with email. Users write to buyers from the order card. Inboxes are attached to the order, or turn into a new one. If we talk about the history of communications in general, then the system stores everything: letters, calls, SMS.

Are there bulk emails for a group of contacts?

Oh sure. Usually, the opportunity is used to send promotions, offers, etc. Wherein client base, as I said, can be segmented according to any criteria.

Are there triggered mailings?

There are also very flexibly customizable ones. Triggers in the system are not limited to mailings, the system can also initiate a call, SMS, setting a task, notifying a manager. A trigger can be assigned to almost any event: from a change in order to the receipt of a parcel at the post office (yes, we track this too!).

How are things with IP-telephony in retailCRM?

Integration with IP-telephony is one of the first features that appeared in retailCRM. The functionality is wide, in our opinion: we recognize the client by number, display the last order, store records of conversations. And the most interesting thing is that the CRM compiles lists of clients for outgoing calls to a group of contacts based on user-defined rules. What is relevant for online stores with large volumes of orders.

What about exporting and importing a data directory, contacts?

We download archives of customers and orders from almost any CMS. You can also do this from an external warehouse system (1C, MySklad). If we talk about uploading from our system, then we support the most common formats.

How flexible are access rights for employees?

The system flexibly configures both the rules for distributing orders between users and access to the CRM elements. For example, you can restrict access to the dashboard. We recently added a ban on editing fields in the order or customer card for certain groups users.

Tell us about working with tasks

In our CRM, you can assign tasks tied to an order, client or user. Tasks are automated and notifications are triggered on them. The general list of tasks with filtering by parameters is available to the manager.

What are the standard reports, can you customize your own?

First of all, we display KPIs that are significant for an online store: average bill, upsel, repeat sales, average order processing time, etc. CRM also has a classic set: sales funnel, RFM, ABC and XYZ. Detailing works both for the manager and for the store.

I will say that retailCRM has a kind of analytical constructor, which makes it possible to build detailed reports. And thanks to customizable additional fields in the order and client card, our users build almost any reports.

And one more important point: CRM receives data from external systems (for example, Google Analytics) and overlays them on its own. This gives end-to-end analytics and forms a more transparent picture.

How flexible is the system?

RetailCRM is a highly customizable SaaS software. Use flexible customization of order statuses, creation of additional fields in order and client cards, trigger chains, letter templates, SMS, print form settings - all this is just a small part available to users. But if there are not enough regular funds and refinement at the core level is required, we discuss this possibility in each specific case.

How much does retailCRM cost?

The user pays for each order that enters the system. The more orders, the lower the price of one order. Such billing optimizes the content of the CRM in the off-season, when there are few orders.

On the other hand, we openly talk about the interest in the growth of our clients' business: the more orders our clients have, the higher our profit. That is why we try to equip retailCRM with selling tools as much as possible. This is the main vector of service development for today.

Anton Brizhevaty
Head of Marketing and Sales Department

RetailCRM and onlinePBX have integrated: and use the advantages of the CRM system and IP telephony to increase sales in the online store.

Telephony for business with integration into any CRM

many integrated services

Minuses

1) mobile app- shit, it’s basically unrealistic to use it (I couldn’t find anything there, applications that haven’t been sorted are basically invisible, calls don’t go through, there’s a manual for setting up and using dick. Fuck you released it at all, I have, except how to break the phone after your applications no more desires arise.

What can not be done in the application:

1) find not dismantled,

2)) Send email from app

3) call via sip

4) find a contact (well, you can strain yourself with filters, but your brain will explode)

5) use the completely useless first screen (the useless face of the application is a furor of idiocy)

what can be done:

1) set yourself a task?????

2) why the hell are you sane people in general in the form that your system generates? http://joxi.ru/vAWYjK0UWJxamW, i.e. I have a person who wants to leave an application, stumbles upon your link and that’s it, the lead has merged ... excellent CRM, thank you .. + EXTERNAL LINK, will I put drafts on my site with your external link? I need 9 forms, three of them are end-to-end, this is a series of links to your site and a decrease in the weight of mine.

3) Where is the elementary button in the "My Integrations" settings? Or I should guess what I put there about three months ago.

4) Users!!! [censored] I have two managers, only two managers will use the system, nobody but them! Why should I pay you for 3 users? Are you figuring out the logic that there is still an admin of the system who configures it? Or do I need to give one of the managers admin rights in order to save money? what does it mean? Somehow I didn’t notice you have a separate account for an analyst or something else, so what is understood in this way that all users-managers + 1 manager-admin? in total, in order to use this perfection or just test it normally, you will have to throw 14,970 rubles (3 users)

5) manual on the system! Where is he? https://www.amocrm.ru/support/faq.php ?? this? or

http://support.amocrm.ru/hc/ru/categories/200716477-%D0%A0%D0%B0%D0%B1%D0%BE%D1%82%D0%B0-%D0%B2-amoCRM - Do you know how I found this link? I called support - this is about usability in general. I wanted to stupidly find out what the hell the lists are and why it is at all. No explanation anywhere.

6) Accounting for leads + not analyzed: I already wrote about the application and the fact that this item is not there (well, or it cannot be found).

how to understand that any manager can delete a lead???? How is it in general, how the hell do you keep track of leads and envelopes if they are deleted? What the hell is this anyway? I had 31 leads in all statistics systems, I look in amo - there are 14, but do you know why? yes, because managers remove what they don’t like or what they think is wrong from the folder, but in the end I don’t see the effectiveness of the sites and the level of fraud .. this is [cut by censorship] what kind of garbage is this it burns out the most (well, not like the app pissed me off, of course, but still)

The fart is on fire, it’s a pity for the money spent, so you’ll have to use this miracle of engineering and continue to be disappointed (well, if the administration suddenly decides that it’s ready to return the loot, then I won’t mind).

At the moment, integration with telephony has not yet been fully tested, but at first glance it seems obvious that this crm element is also burning.

The auto funnel setting has not been tested, I will write about this later. and I'll add it here.

You don't connect RetailCRM if you don't have a website. "Only electronic commerce”, say the developers and generously allocate a free plan to everyone. Okay, so what will the owners of online stores get from this CRM?

Retail CRM- integrated system. There are modules for order management, marketing and analytics. To get started, you need to integrate with the site and additional services. After that, it will be possible to accept orders in retailCRM from different sources: by phone, from the website or through Internet applications.

Main page retailcrm.ru

Work with orders and clients takes place in a single window mode. There you guide the buyer through all stages of the sales funnel, analyze his actions, calculate discounts, assign tasks to employees, etc. Almost all of this is automated. And thanks to triggers and a detailed analytics system, you can make customers loyal and sell more.

RetailCRM appeared on Russian market in 2013, its creator is Intaro Soft. Intaro Soft is one of the top 5 developers of online stores in Russia.

Who suits?

RetailCRM positions itself as a CRM for online stores. It is suitable for e-commerce, mainly for retail commodity business. If the internet is your primary sales channel, this is for you.

The system is designed for shops of any size. Works with small and medium-sized (from 1 user), but it will also pull chain stores with 150+ managers.

Who is not suitable?

RetailCRM is not needed by service providers and those who do not sell goods on the Internet.

Top 5 benefits and unique features

You can customize reports for 20+ indicators, down to the most insignificant ones. Track:

effectiveness of advertising channels, advertising campaigns, employees;
conversion inside the sales funnel, the duration of its stages;
fluctuations in the average check, margin values, repeat sales;
the most popular goods, sales regions, reasons for failures;
changing customer demand and much more.

Indicators can be combined with each other to establish non-obvious relationships. For example, to find out which method of placing an order makes the average check higher.

Such graphs can be built in two clicks.

Customer service capabilities. RetailCRM in combination with Google Analytics collects all the information about the client: where he came from, what he looked at the site and what he bought or did not buy in the end. Use this information to anticipate customer needs, classify customers into groups, and provide them with special offers.

RetailCRM redirects calls from regular customers primarily to employees who have already communicated with them before. If calling regular customer– CRM will immediately show all the information about it. The manager will address the buyer by name, see his entire history of purchases and discounts, which means he will be able to sell him more and work to increase loyalty.

The system of deadlines and reminders will help you not to lose customers. Let employees call the buyer within 5 or 10 minutes after the application is made. If you miss the deadline, you will know about it.

Automatic trigger system. A trigger is a scheduled action under given conditions. It is created according to the scheme:

“if [this event happens], then [you need to react like this]”

For example, we can set up automatic sending of emails and SMS notifications when the status of an order changes. The goods were shipped from the warehouse - the buyer immediately received a message with a track number for tracking.

As soon as CRM receives data from the shipment, it will send an SMS message to the client

It also works well with cross-selling. The buyer places an order - he receives a letter in the mail with an offer to buy related products and get a discount.

The trigger is configured for almost any action. And you can create a whole chain of triggers.

Bilateral integration. RetailCRM is compatible with all CMS. There are about 80 integrations with services: IP telephony, My Warehouse, 1C, delivery services and call tracking. All information from there is transferred to CRM, so you do not have to work with several programs at the same time.

CPA networks and landing pages are also connected - this is convenient if you are engaged in a "commodity"

Free if you have up to 300 orders per month. Compared to paid plans, the free one is almost not cut: there are no reports on managers, RFM and ABC / XYZ analysis. This is great for small online stores (or those that sell piece specific products).

For the 301st and subsequent orders on a free plan, you pay 25 rubles

2 main disadvantages

Implementation is expensive. RetailCRM needs to be integrated with the site (and other sites, if any), services, additional modules, etc. If you can do it on your own, great. But experts charge an average of 30,000-40,000 rubles for a comprehensive setup.

There is no mobile version. You can work with retailCRM only on a computer or laptop from a browser. You won’t be able to go on a picnic and process a couple of urgent orders from your phone.

Usability and interface

The system has 3 main sections: administration, operations and analytics.

The partition buttons are tiny - inconvenient. But the subsection icons are large and bright

There are many functions and possibilities, so the subsections have their own branched internal structure. Basically everything is clear, but sometimes you can get confused.

The “Documentation for this section” will help you figure it out - it lies in the “Technical Support”. Documentation - the same instruction. It explains in detail why this page is needed and how to use it.

We move, study, return and work

RetailCRM has a good visualization. It is pleasant to work with orders: there are multi-colored status markers with icons and a note system. It can be seen which manager did not call the client on time, at what stage the order is and what is with the payment.

It is immediately clear which orders require our attention, and which are fine

We go to the analytics section and see nice graphs with charts. Readable tables, contrasting, but not too bright colors - everything is as it should be.

Any reports can be downloaded to Excel

RetailCRM starts with analytics. The first thing we see when logging in is − key indicators by orders. Growing indicators are highlighted in green, failures are highlighted in red.

The analytics system includes 4 sections: by orders, customers, products and managers. Everything can be configured here, so drop-down menus, settings gears, tabs and additional tabs hang around each graph. The developers have tried to make each widget as informative as possible. Do not forget to connect Google Analytics to retailCRM so that the data is complete.

You can view any indicators related to sales, customers and turnover here.

Connect telephony (14 cloud PBXs are available) and analyze calls. All of them are recorded and can be listened to. RetailCRM also displays statistics on them.

Work with orders takes place in one window: here we enter information about the client, deal with discounts, delivery, details, payment method, etc. Each order can be divided into several stages, and each stage can be assigned a deadline. This disciplines managers and speeds up order processing. In addition, this is the only way to create the right sales funnel.

3 main competitors

. CRM with the function of sales and warehouse accounting. It is also suitable for online stores, but is rather weak as a managerial CRM. There is a free plan. Integrates with retailCRM and complements it.
1C:CRM. Universal CRM for online and offline trading. It can be customized exactly for your company, but it is more difficult to implement. Prices - from 700 rubles. There is a more expensive boxed version.
. It is effective for sales management, but not suitable for managing employees and tasks. Analytics is so-so, there are fewer customizable parameters. But you can integrate more services(over 200), and integration is easier. It costs less: from 499 rubles.

Implementation

retailCRM has ready-made integration for most CMS. In theory, you can connect it to the site and additional modules yourself. In practice, this does not always work: technical difficulties arise.

RetailCRM partners help to implement the system in the online store - there are 32 of them in total. They have different competencies: some will connect the site and set up order acceptance, while others will write new extensions and build all business processes for you.

After connecting, the system will already be filled with demo data about orders, employees, etc. This is necessary so that you can practice on the "bots" and understand how everything works here.

The developers offer a detailed work guide. The documentation describes all the nuances of working with orders, analytics, and customers. Each step is accompanied by screenshots. Managers will be able to use the guide every day until they master all the features of the system.

Prices and tariffs

You can pay for each order or pay a monthly fee for users

By default, you connect the free plan. If you want to switch to a more advanced one, you will need to write to technical support. You cannot switch from one tariff to another on your own.

Conclusion

Retail CRM- balanced system under e-commerce. It’s great to work with clients in it: build a sales funnel, return customers using triggers and not lose orders. In addition, almost everything can be customized.

The analytics are especially good. When you see and can evaluate everything that happens to your store, it calms you down. Don't limit yourself to standard reports, because detailed analytics will help you pull out "deep" processes and take a broader view of the business.

The freeness of the system pleases, the complexity of integration does not. Be prepared to spend time (and possibly money) on implementation. Register and in an hour to receive orders will not work. In this retailCRM loses to most cloud systems.

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