Key CRM e-commerce (checks, SMS, warehouse, funnels)

Task
Set up CRM and related services for the online store so that:
- data is protected through clear roles and access rights;
- statuses of Nova Poshta shipments are automatically updated in orders;
- customers receive trigger SMS/Viber messages through the SMS Club service.

Solution

1. Roles and Access in CRM
- Eight roles have been established: Administrator, Sales Manager, Logistics/Warehouse, Accountant/Finance, Marketer, Customer Support, Purchaser, Manager — with clear areas of responsibility.
- Access rights to sections, orders, finance, warehouse, and directories have been configured so that each person sees only the necessary data.
- It has been detailed who can change what within an order (statuses, financial fields, etc.).
- An access matrix has been created in Google Sheets as a single internal standard.
- A brief training session has been conducted for the team on how to work within their role.

2. Integration and Automation with Nova Poshta
- A checkbox and technical fields have been added for automatic order status updates via Nova Poshta API.
- Shipment statuses are regularly synchronized: "invoice created," "shipped," "arrived," "issued/paid," etc., all in one interface.
- Auto statuses have been implemented: after payment and receipt of the parcel, the system automatically changes the order status.
- Cash registers and a VAT-exempt rate have been configured, with the ability to fiscalize fully paid orders and prepayments.
- System notifications in CRM have been activated so that users do not miss important events.

3. SMS and Viber Automation
- SMS Club has been chosen for mailings as a service with a simple start, favorable rates, API support, and cascading mailings (first Viber, then SMS). [ciframe.com](https://ciframe.com.ua/products/smsclub/)
- CRM has been integrated with SMS Club: messages are sent automatically after order status changes (creation, shipping, arrival, reminders, etc.).
- A trigger map for all order statuses and corresponding messages has been created in Miro.
- Personalized templates have been created with placeholders for name, order number, tracking number, branch, storage period, and promotional messages.
- Triggers have been tested both through personal phones and through the SMS Club cabinet to check deliverability.

Result
- CRM has become manageable: roles and rights are clearly delineated, risks of leaks and errors have been reduced.
- All orders with Nova Poshta delivery automatically receive the current status in the system, and the number of "forgotten" shipments has significantly decreased.
- Customers receive timely, personalized SMS/Viber messages at key stages of the order, reducing the number of returns and increasing loyalty.
- There is complete documentation on access and triggers, which can be scaled as the team grows or new sales channels are launched.

In Numbers
- 8 roles with configured access rights.
- 100% of orders with Nova Poshta delivery receive status updates in CRM.
- Savings of several minutes on each order due to auto statuses and automatic fiscalization.
- SMS/Viber triggers cover all key stages of the order; the service provides 24/7 support and flexible rates for e-commerce.