Next Level Customer Relationship Management with OroCRM - Part Three
When managing customer relationships - chaos is your enemy. The right tool can make all the difference when it comes to keeping your customer data in perfect order. That tool is OroCRM. In the final part of this three part series we'll cover in detail how to consolidate your customer data in OroCRM. If you haven't checked out parts ONE and TWO we urge you to do so as well!
How to consolidate all your customer data in one place…
…and keep them in perfect order with the help of OroCRM, if your company is doing business across the world
In pursuit of innovation and claiming the new source of sales, a European car manufacturer gave us a challenging task to develop a CRM (customer relationship management) solution, altered to the needs of motor vehicle trade
specifics. Default functionality of OroCRM has a resource to implement this idea into life, and that’s why we chose it — what we had to do was to customize it to our client’s needs. Previously we have been talking about how the data is stocked within OroCRM and how it will be used by sales and marketing departments.
Despite the fact that OroCRM aggregates data from all kind of sources and will be used by people from different departments, it is still very easy to use thanks to various groups, different permissions and limitations — for each group of users OroCRM will look differently and have only the information you need — nothing that is unnecessary.
For now this OroCRM integration project will be used by the client in one European country only, but there are plans of making it accessible to an international market trade. Expandable and flexible, OroCRM allows us to connect to the system local offices and dealerships all around the world, even the factory where cars are built, if you like. And that’s what we believe will happen eventually.
OroCRM Data Flow Management
We already showed you how data flow is organized between internal/external systems and OroCRM. Let’s now go a little deeper and explore how we applied access and permissions management to keep all the data in perfect order.
The main access to OroCRM — to all the data on past, current and potential customers in countries all round the world — belongs to the members from a European automaker head office. We set different user roles for marketing and sales departments, so there is nothing unnecessary, only data related specifically to their area of work.
Scalability in OroCRM
Just as we already said, for now, the project is going to be launched in the one European country only, but if everything goes successfully, it will be broadened for an international usage. That means we will have to arrange data within OroCRM in such a way as to give a detached access for sales and marketing managers from each country, so they see only the information on a local trade market. But that is not all. Another thing we have to keep in mind is that our client — a European car maker — manufactures multiple car brands that are juridically considered to be different business units, which means same solution with giving a detached access can be implemented over and over again.
Just as we set different user roles for marketing and sales departments from the head office, we do the same thing for marketing and sales departments of local offices.
Previously our client was not able to get a full 360-degree view of their customers and prospects, but now with OroCRM sales department is able to view all information from one view (i.e. insurance claims, trade-in views, what customers are viewing, etc.), as well as OroCRM brings value to marketing teams by enabling more targeted segments for marketing campaigns.
We hope you've enjoyed our three part series on OroCRM and that you are convinced that OroCRM is the right tool for CRM needs.
If you've missed any of the previous parts, you can find the links to them below:
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