CRM project

Brief

There was a necessity for new standards of digital work in pandemic circumstances. Therefore I created a new CRM system for retail staff with templates and training on communicating with clients online.

Date

December 2020

Location

Mercury Academy, Moscow

What I did

Together with the Mercury Training Academy, I developed new digital CRM standards for communication through instant messengers. We used best practices around the world and adjusted them to local needs. The main topics were:

• New ways of communication

• Digital etiquette

• Professional account in WA

• Personal approach strategy

• Upsell, second meeting, etc

• Useful templates

• Roleplays

Together with the CRM and Academy teams, I led several masterclasses on using and implementing new standards in the sales team's daily routines.

I also created a professional photoshoot for staff members to ensure their personal and working accounts look correct.

Results:

1. All salespeople got official photos to update their accounts

2. Created mobile-friendly digital catalogs for B2C and B2B customers, delivered via WA, Viber, Telegram, and other messengers directly to clients

3. Created a regularly updated LS photo base to provide sales staff with helpful content

4. Increased the company's profit by 25% in EUR