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Development of Enhanced CRM SaaS Platform for Ecommerce Growth

theninehertz.com

eCommerce

Key Challenges

Global Retail Solutions is facing challenges with lead leakage, fragmented customer data across multiple systems, and inefficient manual sales and marketing processes. These issues hinder lead conversion rates, contribute to customer churn, and limit the effectiveness of marketing campaigns. Data security and compliance with evolving regulations (like GDPR) are also growing concerns.

About the Client

A rapidly expanding global eCommerce company offering a diverse range of products (electronics, apparel, home goods) through a website and mobile app, serving millions of users monthly.

Project Goals

Increase lead conversion rates by 40%.
Reduce customer churn by 25%.
Improve marketing ROI by 35%.
Centralize customer data for a 360-degree view.
Automate sales and marketing workflows to improve efficiency.
Enhance data security and ensure compliance with relevant regulations.

System Functionality

Automated lead capture and tracking from various sources.
AI-driven customer segmentation based on behavior and demographics.
Centralized platform for sales, service, and marketing.
AI-powered customer lifetime value (CLTV) prediction.
Intelligent sales forecasting.
Automated customer service via live chat and email.
Reporting and predictive analytics with Power BI integration.

Technology Stack

AWS

React.js

Node.js

MySQL

AI/ML

Power BI

Kubernetes

External System Integrations

Google Ads
Social Media Platforms (e.g., Facebook, Twitter)
Email Marketing Platforms (e.g., Mailchimp, SendGrid)
Customer Service Platforms (e.g., Zendesk, Intercom)

Non-Functional Requirements

High scalability to accommodate future growth.
Robust security measures to protect customer data.
High performance and availability.
Data encryption at rest and in transit.
Compliance with GDPR and other relevant data privacy regulations.

Expected Business Value

This CRM SaaS platform is expected to significantly improve Global Retail Solutions’ bottom line by increasing sales, reducing customer churn, and optimizing marketing spend. The enhanced customer insights and automation will empower the company to deliver more personalized experiences and drive sustainable growth. The platform will also strengthen data security and compliance posture, mitigating potential risks.