PIVOTAL CRM RETAIL INDUSTRY

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1 PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition

2 COMMITTED TO MEETING INDIVIDUAL NEEDS OF OUR RETAIL CUSTOMERS Technology is bringing radical changes to how people shop in today s environment. As consumers become savvier, they are increasingly taking charge of their shopping experience, identifying and leveraging many different sources of information and channels to optimize the different elements of their shopping journey. Customers are more demanding than ever with growing expectations for a personalized service and offers, tailored directly for their needs. Retailers now understand that IT is crucial to delivering and meeting these expectations. Retailers are trying to scale up to multiple challenges and support seamless integration among and between each of the channels, including access to assortment, customers information and order information. Todays retailers are moving beyond transactions to more deeply understand the customers shopping journey while improving their existing operational performance and achieving sustainable growth. 3

3 Conclusive research over the years has identified a clear linkage between overall customer satisfaction and retailer performance across many retail categories. The average business loses around 20 percent of its customers annually by simply failing to attend to customer relationships. In retail industry this leakage is as high as percent. On the other hand recent reports reveal that more than 50 percent of all revenue is generated by repeat customers. So logically, retailers can achieve better profit margins if they can comparatively lower their investments on customer acquisition and focus on more cost effective customer retention. Research also shows that person-to-person interactions added significant value to the customer experience - more so than other factors. By leveraging CRM technology and practices, retailers can provide end-to-end customer service which contributes to the customer experience and ultimately, profit margins. 4

4 DID YOU KNOW: Over three quarters of retailers have seen customers become more responsive to offers, 75% have also reported a rise in demand for a more personalized service While 38% of retailers agree that IT contributes to business success, 47% believe that IT plays an extremely important role and can serve as a core differentiator in the market place Just under half of retailers admit to finding it difficult to turn customer data into insight

5 RETAIL SOLUTION OVERVIEW MASTER DATA SETUP TILL HANDLING SALES INVENTORY MANAGEMENT Stores Terminals Storage Locations Tender Types Receipt Layout Loyalty Programs Open Batch Cash Drop/Payouts X-Report Close Batch Z-Report Regular, Exchange and Refund Special Discounts Authorization Member/Staff Sales Multiple Tender Goods Issued Goods Received Inventory Movement Stock Take STAFF MANAGEMENT PRICING AND DISCOUNTS REPORTS AND DASHBOARDS CRM Attendance Pricing Operations Contact Management Cashier Logins Discount Conditions Inventory Reports Loyalty Programs Daily Staff Targets Sales Reports Customer Service Salesperson Performance Marketing Administration USER ROLES Pivotal CRM provides the flexibility to analyze the business and functional needs that pertain to the retail industry and set up user roles accordingly. With Pivotal, you can define roles in-line with specialized functions and requirements of the unit. User Roles may include: Store Supervisor- Open/ close batch, Authorize certain transactions Cashier- POS operations, Inventory operations Salesperson- Mentioned on all Order Line Items Head Office users- CRM and Reports Administrator- System Setup 6

6 PIVOTAL CRM : 360 O VIEW Our CRM for retail delivers a 360 view of every customer in every channel, providing the insight you need to deliver personalized service, build customer loyalty and increase revenue. Pivotal CRM gives you the power to predict trends, prepare for demand, pinpoint customers, optimize pricing and promotions, and monitor real-time analytics and results. We help you align and integrate your everyday operations seamlessly so you can effectively manage your customers, vendors, and staff all at the same time!

7 CUSTOMER MANAGEMENT Pivotal CRM gives you the customer insight you need to carve a niche in the market. It acts as a one-stop shop for all client management activities. Gather customer data, including shopping preferences and turn these insights into long-lasting relationships. Marketing at the point-of-sale is an emerging trend that retailers are taking advantage of to be more successful with today s educated, demanding consumer. Pivotal CRM helps in creating, executing, managing and analyzing various marketing campaigns at the point-of-sale and online. Pivotal s purpose-built retail functionality helps capture important information that is useful in driving cross-sell and upsell opportunities. Customer Management Customer Information Management Preferences Incidents Call History Marketing Management Event Managenent Marketing Resource Management E-Marketing Social Media Monitoring Point of Sale Transaction Capturing Feedback Capturing Upsell & Cross Sell Loyalty Management Customer Profiling Membership Management Loyalty Programs/ Promotion Management Customer Service Management Capture all Feedback and Complaints Provide SLA for Managing Response Times Track Performance of Customer Service Staff 8

8 STORE MANAGEMENT While you deliver personalized retail marketing to your customers it becomes equally important to manage multiple other parameters. Top retailers know that to remain on top, they must obtain the right merchandise at the right price point, and get it on the shelf as quickly as possible. Pivotal CRM ensures that retailers remain organized and agile, while pricing, promotions and demand vary subject to market conditions and seasons. It helps in efficiently managing store inventory and keeps goods available for your customers when they need it. Dedicated and thorough service at all levels of your organization is a top priority for us. Pivotal CRM is a complete solution that helps you in monitoring and managing your store and employee performance at all times. It helps you increase productivity by establishing sales targets for stores and individual employees and provides tools to manage commissions and reward employees based on performance. It allows you to track employee access controls, discounts, accurately track commissions, etc. to help you improve operational efficiency, drive performance and align your business to deliver highest quality of service to your customers. INTEGRATIONS Pivotal CRM allows you to leverage critical data and turn it into meaningful information. With a single repository of data and real time reports you can align your operations to deliver great value to customers while maintaining operational efficiency. Pivotal gives you the ability to seamlessly tie systems and information together across channels. Pivotal is easily integrated with existing third party software, including Supply Chain Management and other back office applications so you can benefit from a truly enterprise-wide view of the business. 9

9 ERP-PIVOTAL INTEGRATION COMPONENTS ERP PIVOTAL CRM 10

10 PIVOTAL SOCIAL CRM Consumers are online and getting social with brands more than ever. The social revolution is largely affecting and influencing consumer s purchase decisions. It is expected that more than 50% of mobile purchasing decisions of consumers are now influenced by Facebook and more than 60% of consumers have used social media for customer service issues. Brands are now more cautious than ever to manage and drive their promotion, campaigns and customer service efficiently. They are working relentlessly to manage their online brand reputation. Pivotal Social CRM is an application that allows you to meet these requirements and stay engaged with your customers throughout all media. In this age of social media, when a customer complains an average of 1560 people hear about it! 11

11 Pivotal Social CRM brings the power of the social web into your business where it s most relevant and valuable: within your CRM system. The solution integrates the most popular and ubiquitous social media tools-facebook, LinkedIn, Twitter, InsideView, and Google Blog Search- with your users daily activity hub, CRM. This solution brings the deep insight and business intelligence of social media sites into your customer and prospect database, while incorporating social media elements into your team s natural daily workflows. KEY FEATURES OF PIVOTAL SOCIAL CRM Social Media Integration with Facebook, Twitter, LinkedIn, InsideView, and Google Blog Search Account Linking Activity Viewing Aggregate Views Social Media Searches Social Media Monitoring Social Media Communication CRM Actions Facebook Event Management Social Media Activity Tracking Relationship Tracking What Pivotal has done so brilliantly is bringing, in a seamless manner, outside social information into the CRM module. Sources: Nielsen, Clickfox, Social Media Today, Mashable, Constant Contact, Chadwick Martin Bailey, Brandon Hall Group, Covario, Emarketer, SAP, Edelman Berland 12

12 SHARPEN YOUR EDGE WITH PIVOTAL CRM Aptean gives organization a competitive edge, More so than ever, staying ahead of the curve is crucial to success. Today s business environment demands focus and industry-specific strength. That means zeroing in on target markets with a unique approach to meet and exceed the needs of customers. It requires a partnership with a technology provider that understands your business. Aptean solutions empower you to do just that. More than 9,000 customers around the world rely on us to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. For more information, visit: Copyright Aptean All rights reserved.