eCRM Quick Reference Features

What eManage CRM (eCRM) is

A CRM, or a 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:

• Campaign Management: It's the planning, execution, tracking, and analysis of a marketing initiative. This might be a marketing campaign to launch a new product or an event, but could equally be a small promotion.

• SMTP Accounts & Email accounts configuration for Customer Service email addresses.

• Ticket Mailboxes: This allows CRM to collect and store all emails sent and received from the corresponding account. The Customer Service team can manage complaints, inquiries, and request emails from customers.

• 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, are contacted by us or even abandon our websites, so they can be contacted by customer service representatives.

• 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 available to use, but if a new charge or unit needs to be added, you can build shipping methods and groups.

• Payment Providers: They are set up at 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 & Gift Cards: Coupons and Gift Cards can be configured to be issued to final customers to provoke them to come back to our pages and keep acquiring goods from our platforms.

• PayPal Dispute Module to manage opened disputes.

• Braintree Dispute Module, which is under development to do the same thing as PayPal Dispute Module.

• Subscription management, which 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.

• Backorder Management Service: all orders that are yet to be fulfilled because of 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 and Marketplace 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. Marketplaces such as Walmart, Shopify and Amazon are also integrated 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.

• The eONE App: eONE is the DFO app that integrates Shopify Online Store with eManage eCRM, enabling Shopify users to create new sales channels, and build 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 eCommerce.

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.