- "Last year two people working our warehouse could fill 90 orders a day between them. This year, because of the Solid Cactus redesign our business is way up. Now we have four people working the warehouse, but because of Cactus Complete Commerce we're able to fill 330 orders per day. Our old order fulfillment was 30 seconds per order, now we're down to 10 seconds per order. We've cut our processing time on the back-end by two-thirds."
- Jimmy Weng
EPartyUnlimited.com
CRM
- A single view across all customer touch-points
- Real-time transaction information
- Resolution of account issues online
- No additional CRM software required
- Output correspondence directly to printer/fax/e-mail
- Provide meaningful customer profile information
The Cactus Complete Commerce CRM Server and Knowledge Base suite is one of the foundations of the Customer Server, e-Commerce Server and Automated Messaging System applications. It offers a complete suite of state-of-the-art CRM and eCRM tools.
The user has online access to real-time customer interaction information via an intuitive, easy to use interface, including:
- customer promotional history
- individual memo fields with correspondence history
- customer status fields including 'do-not-mail' flag
- complete order history with detailed Marketing Summary
- shipping status on each order (pending/in warehouse/in transit)
- detailed payment history with real-time authorization & payments
- order return and cancellation history
- placing orders on hold with a specified future ship date
Now available is Cactus Complete Commerce’s order status page in real-time. For your customers' convenience, he/she can access the status of any order with tracking information at their finger tips. The tracking number is a direct link to the carrier's website so your customer may see the exact location of all orders.
A dynamic, natural language searchable Q&A Knowledge Base, a unique source of product and service information that is continually enhanced, provides instant answers to customer queries. New questions are automatically routed to the person in charge, whose response is appended, thus enhancing the Q&A Knowledge Base.
An integrated customer service E-mail and Correspondence Center allows both standard and customized one-to-one communication with customers across all possible channels. Standard e-mails and letters are managed from a central location, providing optimal dynamic creative control of interactions.
The Cactus Complete Commerce customer service tools include numerous features to accelerate handling of issues, such as quick item lookup via keywords with re-supply information, simplified customer order access, browser-based letter printing and substitute product prompts.
The eCRM module facilitates the responding, tracking and analysis of customer e-mail communication and incorporates advanced tools for both standard and custom e-mail correspondence. Customer feedback and service issues are routed appropriately to minimize response times and all customer service responses are personalized.
Automated customer messaging is offered for most events in the order lifecycle:
- Order confirmation
- Backorder status
- Shipment confirmation with tracking number
- Payment issues
- Return and cancellation confirmations
To maximize the benefits of cross-channel integration, all interactions with customers are stored in the eCRM activity log and are available for immediate consultation. This includes e-mail, correspondence, chat and telephone contact history. Such comprehensive contact history provides a single view of the customer across each interaction channel and is a major contributor to building stronger customer relationships.
