Hello, I am looking for a specialist to set up the Freshworks CRM system for integration with three company websites and services.
Goal: To ensure convenient management of orders, communications, and customer statuses through the CRM.
What needs to be addressed at the beginning of the work:
It is necessary to study the functionality and decide whether to set up a separate CRM system for each store or to integrate all three stores into one CRM panel with logical separation of customers and orders. All three stores have the same order processing processes; the only difference is in brands, products, and customers.
Requirements for the setup:
Since this is the first setup of the CRM system for the company, the task includes configuring the basic functions of the CRM system without complex automations and scenarios.
What needs to be configured:
1) Integration with WordPress + WooCommerce:
Connect Freshworks CRM to WordPress-based websites with WooCommerce for order management. Ensure data synchronization of orders between WooCommerce and the CRM.
2) Integration with business email:
Connect corporate email to the CRM for automatic tracking and storage of correspondence with customers.
3) Integration with telephony:
Set up a telephony system for call registration, customer identification, and integration with order data (Freshworks has its own telephony; it needs to be determined whether the built-in Freshworks solution is suitable as telephony (3 different numbers), or to connect possible alternatives: Ringcentral, Line2, Bria, etc.)
4) Integration with live chat:
Set up Live Chat, with the ability to identify customers and integrate with order data. (Freshworks has its own chat)
5) Set up an order management board, define necessary statuses for orders. Changing order statuses in the CRM should be synchronized with WooCommerce.
6) Set up customer cards, define all necessary fields with information. Gather all communication channels with the customer in their card.
7) Set up reminders and notifications for forgotten orders.
8) Set up the ability to create reports on orders.
Result of the setup:
A panel through which one can fully manage the store, namely:
- See all new leads/customers across all communication channels in one place.
- See the complete order history and communication with the customer across all communication channels in their card.
- Contact the customer through any communication channel via the customer card in the CRM.
- Change order statuses in the CRM.
- Create reports on orders.
Please suggest a price for the work; we are counting on long-term cooperation!
