Home » Case Study » SaaS-based Social Collaborative CRM Platform Enriches Customer Experience For More Than 100 Retail Chains Across India

SaaS-based Social Collaborative CRM Platform Enriches Customer Experience For More Than 100 Retail Chains Across India

Brainvire - Saas based CRM platform

About Client

The client is one of the few companies in the market whose core business idea is to enhance the customer experience of avid shoppers. It is a leading loyalty program outsourcing partner for India’s leading retail chains and caters to multiple segments and locations. The company currently serves more than 100 known retailers across the country and has also partnered with multiple POS products to manage its customer loyalty database.

Product Idea

The product requirement was to create a SaaS-based CRM platform to manage customer service tickets raised by customers of different retail entities from multiple input mediums. The ideation of the product is unique as it requires collaborative customer data across multiple business entities that have a large customer base. The powerful .NET web platform is well-equipped with the latest features to enhance the customer service experience of millions of end-users.

How we did it ?

Result

Single Platform for Customer Complaints and Feedback

The application addresses customer queries and complaints raised from multiple platforms like toll-free helplines, chat widgets, email, social media platforms, and even store walk-ins.

Fully Customized SaaS Platform

Clients can subscribe to customized modules as per their business requirements. The application allows data integration with multiple databases and server rentals and has hosting capabilities with a centralized Super Admin module to manage everything.

Robust Interactive System Linked to Entire Business Value Chain

Cross-departmental integration helps to manage the customer feedback response in a more optimized and systematic fashion. The app can deal with customer queries and complaints across multiple locations. Users can reduce ticket resolution timelines by assigning tickets to customers’ nearest service centers.

Single Platform for All Customer Information

Customer care reps can retrieve all customer data including purchase history, billing history, customer care contact history, customer value to the client, and customer loyalty program management.

Client Testimonials

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