Building extraordinary customer experience with iCUST

The customer service and sales departments have been facing peculiar challenges in these times of crisis. Rapid urbanization, digitalization, evolving consumer patterns, the emergence of online shopping and an upsurge in e-commerce contribute equally to the changing dynamics. By the onset of the pandemic, enterprises have prioritized transforming their business operations with advanced technology to stay relevant and competitive in the market. This transformation leads to significant innovation in the current work culture, filling the gaps in efficiency, maximizing profits and preparing an enterprise to face future challenges head on.

In this post-pandemic era, the sales scenario has transformed significantly. Sales through digital efforts take precedence over traditional ways, further online reviews, product services, and brand image and retention from the fellow buyers and the community make a huge part of sales. It has become crucial for enterprises to transform their sales and customer service approach concerning time, demand shortfalls, and technology adoption by competitors in the market. The pandemic has boosted online sales and e-commerce, forcing enterprises to develop highly integrated systems across their departments to maximize their business output and top-of-the-line customer experience.

iCUST is a state-of-the-art customer portal with highly integrated functioning by easy and interactive interface and quick implementation. Built on opensource technologies for all sales channel partners such as distributors, stockists and end customers, iCUST helps your customers stay up-to-date with the status of their orders, dispatch details, payables, pricing, stocks and promotional schemes. The delays and errors in order processing can also be eliminated by directly linking to the backend ERP system. This solution unlocks a host of features and possibilities for customer service and sales functions such as –

Seamless reporting

It is necessary to sustain transparency and effective communication across the sales order process department and logistics. The customer’s order must be entered into the system before moving further with the order. It creates visibility across the enterprise regarding order status. Mobile access to the ERP system allows sales representatives to enter orders directly using a tablet or smartphone when they are in the field. When they submit an order, it can automatically generate an order and the person at the sales team in the enterprise confirms the order and starts delivering the order.

Sales order status

The enterprise software helps the customers stay up-to-date with the status of their orders, dispatch details, payables, pricing, stocks and promotional schemes. At the same time, sales teams get visibility of sales, inventory levels, stock status and raising complaints. It provides a clear picture to measure growth in sales.

Strengthening collaboration between marketing and sales teams

The highly integrated technological infrastructure generates analytical data that provides clear visibility in understanding the customer needs, preferences, interests, buying patterns, important dates and occasions of your customers, previous purchases, and other valuable customer data. It provides a complete holistic view of customer needs. This information is further utilized in creating effective marketing strategies. The data generated proved to be the powerhouse for the sales team to discover the crossing selling and up-selling opportunities and turn existing customers into brand advocates.