What is eManage CRM (eCRM)?

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A CRM, or Customer Relationship Management (CRM), is a technology for managing all your company’s relationships and interactions with customers and potential customers.

eManage CRM is DFO’s proprietary eCommerce platform and content management system, providing backend and frontend direct marketing solutions to manage campaigns and customer orders. Clients can build their own businesses using customized software that makes the connection with worldwide consumers easy and profitable.

eManage CRM offers:

• Sales Channels

• A multitude of Payment Providers

• Fulfilment Chains

When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more. A CRM solution helps you focus on your organization’s relationships with individual people, including customers, service users, colleagues, or suppliers, throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.

eCRM Features & Tools

Campaigns Management 

The Campaign management module is one of the core sections of eManage CRM because from there customised campaigns and sales channels can be created, including the planning, execution, tracking, and analysis of a marketing initiative. This might be a marketing campaign launching a new product or an event, but could equally be a small promotion. In the Campaigns Settings page, users can pick the below options and put up together all the features, to design the sale channel, such as: 

• Products & Packages

• Countries, which determined where the campaign/funnel is available or else said where the sales take place 

• Prices, which can be also configured in different currencies based on the customers’ location

• Taxes providers

• Different Sales Workflows such as straight sales and paying by instalments as well as subscriptions

• Emails Settings (Individual or Bundled emails) 

• SMTP 

• Shipping Methods

• Funnels by adding upsells to the campaigns, so customers will be redirected through these other pages after the checkout page

• Payment Providers

• Email Service Providers 

• Fraud Prevention

• Another additional feature available in the Campaign module is the ability to conveniently reused existing campaigns by copying them and making the small changes and adjustments needed to quickly launch new products. 

SMTP Accounts

• Email accounts configuration for Customer Service email addresses.

Ticket Mailboxes, Orders & Customer Service area

• Allows CRM to collect and store all emails sent and received from the corresponding account. 

• Quickly find a specific order or customer with the benefit of the multiple filters available

• In the Customer Service area, the CS team is able to find all in one place the customers’ information and his/her related orders, accelerating the process of managing customers’ complaints, inquiries, and requests. Besides that, users are able to proceed with all the below actions on the customers' orders: 

  • Checking all the customers and the order(s) details, including the checkout page used by the customer to place the order as well as the status of the order, whether this one has been paid successfully, shipped, delivered returned, refunded, etc.

  • Verify the stages of the Sales Workflow of the purchase, which can be slightly different if it’s a straight sale, paid by instalment, or a subscription/recurring one, etc. For instance, managing the subscription of an order (if available) - also called Subscription Management, is the process of handling customer subscriptions, typically for a recurring service or product. This can involve tasks such as managing customer profiles, updating billing information, and providing customer support.

  • Decreasing the product quantity

  • Reship the item and manage its fulfilment

  • Amend the customer’s shipping address

  • Trigger refund or issue gift card

  • Adding internal notes

  • Placing upsell orders, of an existing main order, on behalf of customers on call.

  • Placing a new order on behalf of customers on call.

Email Service Providers

• It is possible to work with the already installed/integrated third-party email service providers, which would allow a bigger control of those who reach out to us, for instance by creating a list of customers’ emails, which are generally grouped based on the following buyers’ behaviours: abandoned, declined and purchases/orders. Therefore, the customer service representatives are able to get back to each of those customers.

Anti-Fraud Protection

• Provide better protection against fraudsters, decreasing the chargeback rates.

Product Setup & Package Setup

• Setup involves preparing all products and packages that are required for each campaign. Product/Package uses involve fulfilling orders, tracking inventory, data collection, and reshipments. Product SKUs are the actual product number and will be recorded under a generic product name.

Shipping Methods/Groups

• Shipping methods are all set up and already available to be used, but if a new charge or unit needs to be added, you can build shipping methods and groups.

Payment Providers

• They are set on the campaign level and allow them to have displayed for customers the great variety of Payment Providers available today, such as PayPal, Google Pay, Apple Pay, BlueSnap, Stripe, and much more.

Coupons and Gift Cards

• Coupons and Gift Cards can be configured and then issued for final customers with the aim of reducing the number of refunds on your site, by limiting the shoppers’ purchases to your sites only as they’d come back to it in order to spend the credit available on their gift card.

PayPal Dispute Module 

• PayPal Dispute Module is to manage opened disputes and decrease the dispute resolution time by recovering collections, and past debts and resolving customer invoice disputes.

Braintree Dispute Module

• Braintree Dispute Module is a new feature that does the same thing as the PayPal Dispute Module.

Sales Models module  

• Throughout this section, users can build customized Sales Models to be used in a campaign. Some of these models are Straight Sales and Subscriptions or recurring orders. 

Backorder Management Service

• Business orders are yet to be fulfilled because stock unavailability can be managed inside eCRM as well.

Tax Providers

• Tax provider software products to get businesses' tax compliance done right and automated with real-time tax calculation and automatic returns filing can be set inside each campaign. Third-party providers or a native free-of-charge DFO option can be chosen in the platform.

Warehouse Management 

• A huge array of pre-integrated fulfilment centres are at disposal of eManage CRM platform users, with the possibility of new integrations being performed by the tech team at any given time when requested. For each fulfilment centre several options and features are available to be configured, such as the automatic stock conciliation, supplier-proximity-rule (orders will be fulfilled by the closest WH with the stock available), having a specific shipping method for orders going through this WH, etc.

Marketplace Management

• Marketplaces such as Walmart, Shopify and Amazon are also integrated with CRM and can be managed from the platform, making the selling options for users even broader.

Data verification

• We use third-party services, like Melissa and Experian, in order to verify addresses and emails to improve the quality of input data.

Users Permissions 

• CRM is a wide platform, and so it may happen to have multiple teams handling different areas of online sales, for example, the marketing team, logistic team, banking team, campaign managers, etc. For this reason, each user can be granted a different level of permission to access CRM and its modules accordingly.

eONE

• eONE is the DFO app that integrates Shopify Online Store with eManage eCRM, enabling Shopify users to create new sales channels, building single offers or funnels into CRM with products set in Shopify. Also, Shopify customers will be able to employ all eCRM features and integrations. The app works as a bridge between the platforms, using a synchronization process to exchange and share data from one system to another, which means that any updates made on one platform will be automatically reflected on the other one. With it, we have virtually the same features, but with Amazon and Walmart.

CTRwow Integration

• A Sales Funnel Site Builder to create pages and site flows with drag and drop UX, premade widgets, and HTML customizability, as well as integration capabilities with Shopify and other CRM and tracking platforms to allow CTRwow to work as a marketing tool as well as a site builder. It is a one-system answer for funnel sales models and e-commerce.

Integrated Payment Providers

Currently, it comprises active integrations with:

Integrated Email Service Providers

Currently, it comprises active integrations with:

• Drip

• iContact

• Klaviyo

• Maropost

• SendWithUs.

Integrated Anti-Fraud Service Providers

• Currently, it comprises an active integration with Kount.

Integrated Chargeback Recovery Service

• Currently, it comprises an active integration with Chargeback 911 (CB911).

Integrated Tax Service Providers

Currently, it comprises active integrations with:

• Avalara

• TaxJar

• DFO (native provider - free of charge).

Integrated Warehouse Service Providers

Currently, it comprises integrations with:

Types of Clients/Customers

• B2B

• CTRwow

• Shopify

• Amazon

• Walmart

Customer Personas

The eManage CRM gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success.

This eCRM tool lets users store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it. With visibility and easy access to data, it's easier to collaborate and increase productivity. Everyone in a company can see how customers have been communicated with, what they have bought, when they last purchased, what they paid, and so much more. eManage CRM can help companies of all sizes drive business growth, and it can be especially beneficial to a small business, where teams often need to find ways to do more with less.