About retailCRM

retailCRM allows automation of order processing, customer service and comprehensive business analytics.


You will be able to forget about duplicates and back locks with orders, documents and reports. retailCRM allows efficiency in timing, order processing, storage and maintaining data accuracy. retailCRM can reduce order processing time by up to 80%.

Accumulate orders in retailCRM

retailCRM allows you to receive, accumulate, process and store orders from different sales channels in one place. You can set up automatic order receiving from different online stores, landing pages, CPA-networks, mobile applications and marketplaces (Amazon, Ebay). Every order change is synchronized.

List of orders

Can we keep track of orders? Where exactly is the customer order now and what is the order status? What is the total amount of orders that a customer has made in the specific period? How many orders did the customer cancel? What was the reason for the customer cancelling an order? Who is the manager responsible for this particular customer?

Flexible search possibilities – more than 15 different search filters + custom search filters. Create and save your own search templates. Export your search results on your PC in: .csv, .xml, .xls. .json.

  • Flexible search
  • Preset search templates
  • Export in
    csv, xml, xls, json

Automatically send order to the sales manager

Control and monitor the effectiveness and performance of your sales managers. Get rid of the order overload and back log. Flexible order facility will help to allocate orders accordingly depending on the availability of a sales manager or the type of order. Every manager is responsible for a group of customers and all of the relevant data is managed by the same manager.

Order details

Collect and store all of the necessary information in one place. This includes: customer details, ordered goods and services, warehouse stock management, delivery address, payment method, ability to leave comments for customer and sales manager. Dispatch goods from one warehouse to another and choose the delivery warehouse. You can choose a different warehouse or supplier for every product in your order. Would you like to capture extra information about your customer? You can add as many extra fields, as you require.

Need to prepare closing documents? Not anymore!

With retailCRM you will be able to print and send all your documents in just one click (invoice, order labels, shipment documents etc.). Provide us with the necessary template and forget about the preparation of document.

Order processing – rules and procedures

Be assured that all of the orders are processed in line with your business requirements. Using retailCRM, you will be able to define your business process so that you will always know that the sales manager took all of the necessary steps. For example, it won’t be possible to change the status from “new” directly to “complete”. This is because the rules and procedures of order processing would not allow you to omit necessary steps required for the completion of a sales order.

Efficient time management

71% of online buyers are waiting for the responsive confirmation of their orders within the first 5 minutes after placing an order. Do you manage to respond in time? Do you have respond time indicators in place?

retailCRM allows you to monitor and control the time of every processing step. There is a time framework for every step to control the effectiveness of sales managers. Late processing and tasks are recorded and automatically fed into the management data.

Tasks and reminders

Do you have too many routine activities and tasks? Can’t remember all the tasks you need to do? Don’t jeopardize the quality of the job. retailCRM will allow you to schedule tasks for yourself or any other manager and to set up reminders.

Check, reschedule, tick, reassign or remove your daily tasks in just a few clicks. As a result, you will have more time to think about strategy for your business, create new ideas and have more time for brainstorming sessions.

Automation and control of your call center

IP telephony is integrated into retailCRM which allows you to make and receive calls directly within the system. By using IP telephony, you will always know which customer is calling you, how many orders were placed, how many of them were cancelled, the total value of the orders placed and you will be able to view the most recent order with just one click.

Not sure what the customer said? Not sure if the customer has been contacted? With retailCRM, you are able to store and listen to archived calls. It is also possible to set automatic reminders for not answered calls, so your senior manager will always know about every missed call.

Warehousing, stock control and dispatch of goods

Once an order has been received, the sales manager can see the quantity of a specific item. This is because retailCRM allows you to integrate and synchronize the sales system with the warehouse database. You can choose the warehouse, track the movement of goods between warehouses and arrange for the shipment of a good.

Delivery status monitoring

Choose, calculate and monitor status of the delivery directly within the system. You can enter delivery information and send order details to the delivery service provider. You can forget about the calculation of the costs of delivery, filling out different delivery forms and tracking delivery status into different systems.

retailCRM makes it possible for optimization and automation of your marketing activities, realize an increase in the conversion rate, make repeated sales and increase the average value of a sale. All of the information about the customer: communication history, history of orders, actions and interests are stored in one location. This allows personalization of offers, which consequently results in an increase in customer loyalty.

Flexible customer segmentation This allows you to segment customers into different groups and various categories:

  • Socio-demographic

    Gender, age, geographic location etc.

  • Purchased products and services

    Name and category of the product or service, the date of last purchase etc.

  • RFM indicators for each customer

    Date of the last purchase, frequency of the purchase and monetary value of the customer

  • Interests and actions of a customer on online store

    Number of pages viewed, goals achieved and all other data from web analysis

  • Additional custom fields

    All additional information about the customer, which you can generate by yourself

Create static and dynamic user segments, initiate automatic actions and allocation of the customers into a relevant segment: e-mail or SMS sent to a customer, task initiation for sales manager managing this particular customer.

Reducing cart abandonment rates

Has the customer put products or services into the cart and then abandoned the site? retailCRM would not let you lose the customer. It will capture information about the products within the abandoned cart and then send a series of e-mails to the customer. According to the research on the reception of these e-mails, a third of the customers complete the sale. As a result, your number of sales increase.

Automated notification of the sale completion to the customer

Take great care of your customers by letting them know what is happening with their order. retailCRM helps you to do that! When the order status changes, the customer will receive a notification. You can let the customer know that the item is being dispatched and the date and time of the delivery. All of the notifications are sent according to the pre-set order procedures.

Customer behavior analysis

Due to the integration of retailCRM with Google/Universal Analytics, you have access to the behavior analysis of your customer without complicated manipulations and not very user-friendly stats. Right in the customer profile, you are able to see the individual preferences of each customer. These preferences otherwise you are only able to see by using additional programs: date and time of the visit, time on site, number of pages viewed, viewed products and services and completed activities (submitted order, downloaded price list, subscribe to the news etc.)

RFM analysis of customer database

Find your most loyal customers using integrated RFM analysis. You will be able to split your customers into different groups depending on three indicators: date of the last purchase, frequency of the purchases and monetary value of the purchases. You can analyse each group of customers down to the source of the advertisement, by which the customer came to your online store. If necessary, you can download the list of customers into your PC in one click.

Communication history with the customer

Not sure if you have sent the required e-mail to the customer? Worried that you might have missed an important phone call from a customer? Leave all this behind you! retailCRM stores all the historic data of communication with the customers. All the e-mails, SMS and phone calls are stored in the system. Filters could be applied to find the relevant information, the result or status of the communication and the manager in charge.

Daemon collector It is our technological innovation that provides interaction
with visitors of your online store.

  • First: you can see in real time mode all of the customers online on your web store within your retailCRM system.

  • Secondly, initiate automatic capturing of the information about the customer who is abandoning the site.

  • Lastly, Daemon Collector allows you to receive notifications from your landing pages without using all the resources of our API.

Would you like to control the whole sales cycle within one system? It is possible!

Using retailCRM will allow you to integrate all your e-commerce services into one location – “one window”, store your data and optimize your time working with customers.

with different CMS

retailCRM allows you to integrate any CMS-platform (even “self-written”).

Integration can be done using API or module for standard CMS systems (Magento, Joomla, Oscommerce, PrestaShop, Drupal and etc.). Every change is synchronized on both sides (in retailCRM and in your CMS).

Integration with online sales channels

The retailCRM will allow you to feed orders from different sales channels, not only from the online store. Accumulate your orders from different landing pages, CPA networks, marketplaces (eBay, Amazon), mobile applications and from your e-mail.

  • Entering
  • Cost and
  • Interactive
In one window

Delivery services

We can provide support to retailCRM users by integration of delivery and logistics service providers. This will allow you to choose directly from the CRM system: the type of delivery, delivery address, payment method, calculate costs and determine time of delivery.

Information about the delivery is sent directly to the service provider and you will be able to check the location of your customer order.

Stock management and warehousing integration

retailCRM сan be integrated with the warehouse, stock management or supplier system. As a result of the integration, you have access to up to date information about goods and products, so that you can dispatch them to the relevant warehouse where the item is the most required at that particular time. In addition, with the API method you could integrate stock ordering from your suppliers. warehouse.

Web analytics and effectiveness of advert

retailCRM can be integrated with Google and Universal Analytics. This will allow you to see directly from the CRM system, what adverts (source/medium/campaign), bring the most customers and orders. You can also see the history of visits for each customer: source of visit, date, time on site, visited pages, viewed products, the goal and the result of visit. This will give you information about the customer and about the product or service that he/she is looking for.

Integration with recommendation services

Do you want to be able to see the preferences of each customer in CRM? It is possible due to the integration with any recommendation service. Recommendations of goods, which are collected from the Big Data, could be used for cross sale and presale in the online store.

by call
  • Customer source
  • Viewed pages
  • Landing and exit points
  • Search request
  • Time spent
  • Analytics

Integration with
call tracking services

Integrating retailCRM with a call tracking service, you can be informed about the source of customers on the site not only those who ordered online, but also those who made an order by phone. It allows you to evaluate the advertising efficiency accurately and to use the budget more rationally. Because, according to statistics, the quantity of the orders created by phone can reach up to 70% in some business spheres. At the moment integration is available with CallTouch.

This part of retailCRM includes not only analytical widgets, but also a user-friendly constructor, which allows you to create individual reports with more than 20 standard and individual criteria.

On one screen, you can see analytics broken down by the different activities on the online stores. For example, the management, head of departments (i.e. sales and marketing managers) and procurement managers; will find the relevant information according to the nature of their activities. All of the data analysis feeds into user-friendly tables on your PC.

Key performance indicators

Income, number of orders, margin, average value, repeated sales and average order processing time are shown in diagrams, reflecting dynamic changes over time.

Choose a period you want to have statistics for (from 24 hours up to the last historic report).

Measuring performance of managers

retailCRM allows you to measure the effectiveness of sales managers, including revenues, margins, value of order processing, upsell etc. Based on those indicators, managers can be paid, receive bonuses, get promoted and receive additional training.

In the list, managers are sorted by the revenue generated. This increases awareness of all managers and as a result, increase motivation for better results.

Sales funnel

The extended sales funnel allows the monitoring of the conversion rate of visitors into customers and the time spent on each step of the sales process. The sales funnel is built based on two systems. On one hand, it is based on web analytics (Google/Universal Analytics), where data about visits and goals is obtained. It is also built based on CRM itself, where all the data about each stage of the sale is stored.

Business process

It is possible to see the whole picture of what is happening now with regards to order processing in the online store. It tells you how many orders are in each status and on what stage orders are abandoned. The widget business process helps to identify weak areas in the sales cycle, so it is possible to react in time.

ABC / XYZ analysis of products base

It is conducted in order to analyze sales and to identify the top performing products out of all the groups. This analysis allows for the identification of nine different categories of goods depending on the sales indicator and its importance for the sales turnover of the company.

Call analysis

This allows you to take control of the call centre and the sales department of the online store. All of the missed calls are recorded, so that you can see when the call was not answered, the source of the phone call and the sales manager in charge. In addition, the analysis of outgoing calls is available including: result, time, duration, the manager in charge and the customer. All the records of the phone calls are archived and accessible for analysis by one click.

It is possible to set the trigger upon the fact of a missed call, which notifies director or management in charge, also scheduling tasks and setting reminders etc.

Advanced analytical reports

A specialized constructor within retailCRM allows for the production of reports for the various order procedures, which are stored within the system. You receive analytics about your business in just three clicks.

Examples of the types of reports that are available in the retailCRM:

  • by manager
  • by region
  • by type of order
  • by type of delivery
  • by type of payment
  • by type of advertisement source or channel
  • by ordering information
  • by data of abandonment
  • by customer segments
  • by manufacturer
  • by goods and goods category
  • by properties of good
  • by user criteria