It is a type of CRM system which enables managing call requests and dialogs, subscription based (continuous) orders and marketing campaigns based on complex business logics, and web content.
It is being developed for a trade company based in Istanbul, Turkey that designs, organizes, and sells baby training sets for different baby ages ranging from 9 to 48 months old.
The system is being developed based on Phalcon Framework and MySQL database system with the purpose of ensuring high performance, scalability, and maintainability for a very large amount of data and interactions. More than 350,000 customers’ data including their orders, dialogs, addresses, and children data have been imported in the system, and the performance and speed of the system is very good in processing such a big amount of data. Various types of dashboard charts and diagrams have been implemented in the system that display and visualize the system’s mass data in some special ways. The imported data are real data migrated from the old system of the company to this new CRM system using some complex data migration processes.
The system allows adding various types of campaigns to subscription-based orders according to the current conditions and state of customers and their subscriptions. These campaigns can cause discounts to the final price of the order items or the whole order, and also they might cause that some presents to be added to that order. The final price of the order and the presents are automatically computed by the system based on the valid campaigns added to that order.
The system is integrated with various payment gateways including the gateways provided by all popular Turkish banks. Four types of payments are supported by the system: Artificial POS (Credit/Debit Card), Physical POS, EFT, Cash. The result of all transactions are stored in the system.
The system is integrated with the accounting system (i.e. Mikro) to automatically easily send customers, orders, and payments data to the accounting system, and then receive the invoice and e-sign IDs from the accounting system to be stored in this CRM system. The data can be sent or received one-by-one to/from the accounting system directly on the system panel, or can be sent or received in big sets of data according to their dates by some cron job processes which can be set up and scheduled in the server.
The system is integrated with the systems of postal companies to automatically send orders data to the system of postal companies and get the statuses of the posted packages and store them into the system. Also, cron job processes can be set up and scheduled in the server for data interaction with the postal services.
The system is integrated with a mailing planning system and SMS sending system to automatically send the required notifications or marketing mails or messages to customers based on the statuses or segments of those customers and their orders. Also, cron job processes can be set up and scheduled in the server for data interaction with the mailing and messaging services.
The system is integrated with a VOIP system for calling the customers on the system panel and getting the result of calling them from the VOIP system, and automatically store those call results into the system. If customers open their phone, the agents can add the result of talking with the customer to the automatically created dialogs. All dialogs with customers are organized in call requests which are specified by customer, call subject, and related product, and then these call requests can be assigned to the agent users of the system in order to start calling them. The possible call subjects and call results can be added and updated in the configuration section of the system.
The customers are automatically segmented based on some pre-defined customer segmentation tags, and these customer segmentation tags can be used to quickly find and categorize the target customers for marketing purposes for example for calling customers or sending mails or SMS’s to them.
Several cron job processes have been implemented in the system for scheduled system-to-system processes for example for sending the orders data to the accounting system, cargo system, mailing/SMS systems, and for internal customer segmentation processes.
Since the prices of the products can be changed over the time, all of the prices set for each product are stored in the system for historical reviews and computations.
Various types of goals can be set in the system including their dates that will be used for evaluating the performance of workers, departments, and also the whole business in different time periods.