Customer Management

1. Benefits

Managing customer relationships through the Getfly CRM mobile app provides a comprehensive solution to boost sales performance, improve service quality, and reduce operational time and costs.

Enhance Sales Efficiency: The Getfly CRM app helps businesses store customer information accurately, track transaction history with customers, and set appointments with clients. As a result, businesses can better understand customer needs, build relationships, and boost sales performance.

Improve Customer Service Quality: The Getfly CRM app helps businesses track customer transaction history, make calls, and send emails regularly. This way, businesses can maintain relationships with customers, quickly resolve their issues, and provide better service.

Save Time and Costs: The Getfly CRM app automates customer management processes, such as setting appointments and sending emails. Consequently, businesses can save time and reduce operational costs.

2. Create, Edit, Delete Customers

2.1 Add a New Customer

To add a new customer, follow these steps:

Step 1: On the Home Screen, click on the Customers tab → select the + button to add a new customer.

Step 2: A screen will appear for you to input the customer's basic information.

Note: Fields marked with an asterisk (*) are mandatory.

Basic customer information includes:

• Customer: Customer ID, Customer name, Phone number, Email, Address, etc.

• Contact: Contact person name, Contact phone number, Contact email, etc.

• Additional Info: Relationship, Account manager, Customer source, Customer group, Business sector, Referrer.

Step 3: After filling in the information, click Create Customer to complete the creation process.

2.2 Customer Details

The customer details screen in Getfly CRM shows:

• Exchanges: View all internal discussions related to the customer. To leave a comment, type in the reply box at the bottom. Use @username to mention a colleague. You can like, edit (within 2 hours), or delete your own comments. Only assigned owners and relevant team members can comment on this section.

• Information: Displays basic customer information, including:

• Metrics: Last contact, total interactions, number of purchases.

Customer contact information and other key details.

• Customer Feedback: Displays feedback and ratings from the customer on C3S.

• Related: Shows all records related to the customer, such as:

+ Appointments: Displays all appointments related to the customer.

+ Documents: Displays all documents related to the customer.

+ Orders: Displays all orders made by the customer.

+ Route Schedule: Shows which route schedule the customer is in (if the Route Schedule module is used).

+ Opportunities: Shows which campaign the customer is part of.

+ Calls: Displays inbound calls made to the customer (if the Call Center module is used).

+ Referrer: Shows the referrer of the customer (if the customer was referred by an employee or a previous customer).

+ Emails: Email templates for customer communication.

+ SMS: SMS templates for customer communication.

+ Quotations: Quotations sent to the customer.

2.3 Edit a Customer

To edit a customer's information, click the three-dot icon at the top-right corner of the customer details screen → select Edit.

2.4 Delete a Customer

To delete a customer, click the three-dot icon at the top-right corner of the customer details screen → select Delete.

3. Customer Management

3.1 Search for Customers

The customer list screen displays all customers you have permission to view, categorized by different criteria:

• All: Displays all customers you have permission to view.

• Recently Updated: Displays customers with updated exchanges that you haven't read yet.

• Don't Forget: Displays customers whose last contact was beyond a specified period.

• Customer Relationship: New, Potential, etc.

Clicking on any of these categories allows you to search and filter customers based on these criteria.

3.2 Customer Journey

The customer list is categorized based on relationships in a tabular format.

3.3 Conversion Rate

(1) New Customers: Statistics on the number of new customers created within the filtered timeframe by their source.

(2) Interactions: Total customer interactions during the selected period:

• Emails: Number of emails read by the customer.

• SMS: Number of successfully sent SMS messages.

• Calls: Successful calls made to the customer (calls that were answered, with minutes tracked).

• Tasks: Work-related tasks tied to the customer.

• Exchanges: Exchanges between staff and the customer in the customer details section.

(3) Activities: Displays all activities performed during the month, broken down by project or activity type.

(4) Orders: Displays all orders related to the customer for the selected period:

• Orders: Orders created by the staff during the month.

• Contracts: Contracts created during the month.

• Warehouse Exits: Warehouse exit slips for orders created during the month.

• Warehouse Entries: Warehouse entry slips for orders created during the month. Note: To track warehouse entries/exits, you need to use Getfly’s Warehouse Module.

• Order-to-Customer Ratio: Indicates the average number of orders placed per customer, helping evaluate purchasing patterns and campaign effectiveness.

• Purchase Frequency: Displays statistics on how many customers make single vs. multiple purchases (2 or more orders).

By Contract:

• Renewals: Contract renewals, which are applicable for businesses offering subscription-based services.

• Expired: The number of expired contracts within the month.

(5) Revenue: Displays the total revenue generated from orders during the month, categorized by source. Based on this data, you can assess which customer sources are generating the highest revenue.