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The CRM Module was developed to centralize customer interactions, optimize lead generation, and provide businesses with actionable insights. It offers a comprehensive suite of tools for managing every stage of the customer lifecycle while integrating data from multiple sources for a unified view. Below are the core functionalities and their key features:

2.1 Core Features and Functionality

  1. Sales Funnel Integration:

    • SEO & Lead Tracking: Supports LD-JSON, Facebook Pixel, Google Pixel, LinkedIn Pixel, and TikTok Pixel to drive lead generation through SEO and AdWords campaigns.

    • Visitor Tracking & URL Shortener: Tracks visitor behavior and generates shortened URLs for improved tracking.

    • Sales Lead Management:

      • Captures leads in the CP-Commerce Module.

      • Automates lead creation in the SFA Applet, triggering tailored customer journeys or directing them to UCC (Unified Customer Communication).

  2. Customer 360:

    • Contact Maintenance Applet: Maintains a centralized database of contacts, including segmentation of customers, members, and sales leads.

    • Full Transactional History: Provides a detailed history of customer transactions using:

      • BLG ERP Module.

      • Virtual ETL Applet for syncing data from external systems.

  3. Touchpoints Management:

    • UCC Applet: Consolidates customer interactions across various channels such as:

      • Mobile Apps.

      • Web and Mobile Web Platforms.

      • Point of Sales (POS) systems.

  4. Customer Journey:

    • Digital Marketing Integration: Tracks and nurtures customer journeys through:

      • Newsletter subscriptions and topic-based targeting in CP-Commerce.

      • Consumer behavior analysis, such as product interest tracking.

  5. Customer Service:

    • Issue Tracker Applet: Streamlines issue management and customer support.

    • RMA (Return Merchandise Authorization): Handles return and exchange processes efficiently.

    • Statements and Billings: Provides detailed statements for customer transactions.

  6. Analytics and Insights:

    • Segmentation: Analyzes customer segments to refine marketing efforts.

    • Adwords ROI Tracking: Tracks return on investment for ad campaigns.

    • Customer Churn Analysis: Identifies patterns and risks of customer attrition.

  7. Robotic Process Automation (RPA):

    • Automates repetitive tasks with custom scripts and reminders, improving operational efficiency.