Sales and order management automation for an E-commerce business

About the company:

GVS Cosmetics is an e-commerce company specializing in the sale of cosmetic products through:

• a website,
• messengers,
• advertising channels,
• phone inquiries.

Before implementing the CRM system, the company used 1C; however, sales, communication, and analytics processes were fragmented.

Project goals:

The main goal was to create a unified customer and sales management system that would automate processes and provide transparent analytics.

Main objectives:

✔ Centralize customer management,
✔ Set up sales pipelines,
✔ Automate lead processing,
✔ Integrate all communication channels,
✔ Provide complete sales analytics.

Challenges before CRM implementation:

Before the project started, the business faced several critical limitations:

1. Fragmented communication channels: Telegram, Instagram, the website, and phone calls operated separately without a unified interface.
2. Manual lead processing: Leads were not created automatically, and managers spent a lot of time on routine tasks.
3. Limited analytics: There was no transparency regarding customer sources, advertising performance, or manager productivity.
4. Lack of task control: Tasks were often lost or completed late.

Implemented solution:

A key CRM system was implemented with full automation of key business processes.

1. Sales module:

A centralized system for managing customers and deals was created.

Implemented features:

• 2 sales pipelines:
  – cold,
  – warm,
• automatic movement of customers through stages,
• linking orders to deals,
• a unified customer database.

2. Lead creation automation:

Integrations with all major channels were configured.

Connected:

• website (forms and orders),
• telephony (Ringostat),
• messengers:
  • Telegram
  • Instagram.

Result:

Every new customer is automatically created in the CRM together with a deal.

3. Order management:

A full-featured order processing module was implemented.

Functionality:

• processing statuses,
• payment statuses,
• shipping integration (Nova Poshta),
• automatic waybill generation,
• delivery tracking,
• product management.

4. Unified communication center

All messages are gathered in a single interface.

Capabilities:

• all conversations in one place,
• linking communications to deals or orders,
• chat distribution between managers,
• complete communication history storage.

5. Product catalog and inventory management

A unified product catalog was created.

Implemented:

• inventory tracking,
• product movement control,
• centralized product management.

6. Task automation

Managers receive tasks automatically.

Configured:

• automatic task creation,
• reminders,
• execution control,
• work result tracking.

7. Analytics and reporting

A real-time reporting system was implemented.

Available reports:

• sales pipeline reports,
• customer source reports,
• manager performance reports,,
• order reports,
• financial reports,
• product reports.

Integrations

The following integrations were connected within the project:

• Website (customers and orders),
• Ringostat (calls and recordings),
• Telegram,
• Instagram,
• Turbo SMS,
• Nova Poshta.

Implementation results:

After launching the CRM system, the company achieved significant business results.

1. Process centralization

All customers, orders, and communications are now managed within a single system.

2. Increased lead processing speed

• leads are created automatically,
• managers instantly receive tasks,
• customer response times were reduced.

3. Full sales control

• transparent sales pipeline,
• control of every stage,
• visibility into customer loss points.

4. Improved manager efficiency

• automated tasks,
• access to the full communication history,
• workload control.

5. Real-time analytics

Management receives a complete picture of the business:

• customer sources,
• advertising effectiveness,
• profitability,
• manager productivity.

Summary

The CRM implementation allowed the company to:

✔ systematize sales,
✔ reduce manual work,
✔ improve process control,
✔ enhance customer handling quality,
✔ increase sales conversion rates.