Lamoda CRM
CRM for handling complaints, returns and non-standard requests from customers of one of the largest fashion marketplaces.
Challenge
Build a CRM system for handling non-standard customer questions and complaints.
Goals
- Automate business processes
- Manage employee working time
- Optimize internal communication
- Get statistics and analytics
- Increase customer loyalty
Solution
We built a system from scratch for logging and processing customer requests — complaints, returns and other issues. The entire business process is defined in the system: depending on the request type, tasks are automatically assigned to the responsible employees, resolution time is tracked, the full execution chain is monitored, and KPIs are set for each request type. SMS and email customer notifications are integrated, with a complete log of user actions.
Results
The number of unresolved requests dropped several-fold, workload planning and tracking for each employee became possible, and "lost" requests disappeared entirely. Thanks to fast processing, the company received additional positive customer reviews.
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