The online store "pink-beauty.ru
" sells goods for nail service. It cooperates with retail and wholesale customers. There are delivery points where you can pick up order by yourself and also to look at goods. The most popular goods are sets of shellac and gel-varnishes. Average order value is 2500 rubles.
Initially, the project worked on the basis of website designer "Nethouse". When sales volume had increased, it became difficult to process orders.
There weren’t enough statuses, it wasn’t always clear what happened with this or that order. Besides, there were a lot of manual labor and unnecessary operations. There was no control of managers. It was necessary to change something.
For further scaling, the online store was moved to 1C-Bitrix and connected to retailCRM. Other well-known variants were also considered for the role of CRM, but retailCRM is specifically created for e-commerce, so we had to work out less.
The first thing that we did in retailCRM is a creation of accounts with different access rights for managers and warehouse employees. Each department has its own area of responsibility. For example, a signal to action for a warehouse is statuses "Confirmed" and "Payment received". Employees print invoice from order card in one click, complete and package. Then there comes responsibility area of a manager who ships orders. The offline store has a separate account too. All this makes the work of the project transparent — in a controversial situation you can quickly find out whose is guilty.
Logic of transition from status to status had been determined even before using retailCRM, therefore the matrix of statuses
was set up quickly. In the process of working, the matrix was optimized in order to avoid its clash with some triggers. Thus, possible errors or attempts to deceive
from the side of employees are excluded
in the online store.