CRM for the contact center in the company UnMomento dry cleaners
Implementation of CRM for the contact center at UnMomento
In today's business environment, effective customer relationship management is a key factor for success. UnMomento dry cleaning faced challenges in managing inquiries through various channels, such as: website forms, phone calls, messages in messengers, and chat on the website, making it impossible to obtain analytics from internet marketing.
About the client
UNMOMENTO is a network of dry cleaners in Kyiv, operating since 1996. The company offers a wide range of services: dry cleaning of clothing, shoes, furniture, laundry, clothing and shoe repair, cleaning, and special treatments for items. It has over 50 drop-off points in the city and provides services for corporate clients. UNMOMENTO also offers delivery, and their technologies allow for quality processing of delicate items. The company emphasizes high service and preservation of the quality of your belongings.
Challenges for implementation
Diverse inquiry channels: UnMomento received requests through 8 different channels (website, phone calls, messengers, chats), complicating centralized management and integration of customer requests.
Analytics and evaluation of marketing investments: Due to the lack of a unified CRM system, it was difficult to track the effectiveness of advertising campaigns and calculate the return on marketing investments.
Inconsistency in workflows: The lack of standardization in processing requests leads to the loss of potential customers and deterioration of service.
The solution we proposed
Implementation of KeyCRM for the dry cleaning. KeyCRM is a Ukrainian CRM system designed for small and medium-sized businesses. It provides effective management of customer relationships through integration with various communication channels and automation of business processes. This system integrates with all messengers, the website, and telephony.
What is the implementation process
9 meetings were held to analyze and build the business process of the contact center.
Business processes were described and configured in the CRM system.
Virtual telephony was connected with the ability to record calls.
Viber and Telegram numbers were connected.
The company's messengers were integrated: Instagram, Facebook.
3 company websites were connected.
A deep integration with the accounting system for customer exchange was developed.
5 meetings were held for staff training.
Subsequent support and consultations on issues are being provided.
What results did the client achieve
The client received formed and described business processes, simplifying the adaptation of new contact center employees.
Centralized management of all requests from 8 channels.
The marketing director can track indicators from internet marketing.
In today's business environment, effective customer relationship management is a key factor for success. UnMomento dry cleaning faced challenges in managing inquiries through various channels, such as: website forms, phone calls, messages in messengers, and chat on the website, making it impossible to obtain analytics from internet marketing.
About the client
UNMOMENTO is a network of dry cleaners in Kyiv, operating since 1996. The company offers a wide range of services: dry cleaning of clothing, shoes, furniture, laundry, clothing and shoe repair, cleaning, and special treatments for items. It has over 50 drop-off points in the city and provides services for corporate clients. UNMOMENTO also offers delivery, and their technologies allow for quality processing of delicate items. The company emphasizes high service and preservation of the quality of your belongings.
Challenges for implementation
Diverse inquiry channels: UnMomento received requests through 8 different channels (website, phone calls, messengers, chats), complicating centralized management and integration of customer requests.
Analytics and evaluation of marketing investments: Due to the lack of a unified CRM system, it was difficult to track the effectiveness of advertising campaigns and calculate the return on marketing investments.
Inconsistency in workflows: The lack of standardization in processing requests leads to the loss of potential customers and deterioration of service.
The solution we proposed
Implementation of KeyCRM for the dry cleaning. KeyCRM is a Ukrainian CRM system designed for small and medium-sized businesses. It provides effective management of customer relationships through integration with various communication channels and automation of business processes. This system integrates with all messengers, the website, and telephony.
What is the implementation process
9 meetings were held to analyze and build the business process of the contact center.
Business processes were described and configured in the CRM system.
Virtual telephony was connected with the ability to record calls.
Viber and Telegram numbers were connected.
The company's messengers were integrated: Instagram, Facebook.
3 company websites were connected.
A deep integration with the accounting system for customer exchange was developed.
5 meetings were held for staff training.
Subsequent support and consultations on issues are being provided.
What results did the client achieve
The client received formed and described business processes, simplifying the adaptation of new contact center employees.
Centralized management of all requests from 8 channels.
The marketing director can track indicators from internet marketing.
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