EHR SaaS Solution for a Multi-Hospital Healthcare Network
- Saas
CRM SaaS Solution for a Growing E-commerce Platform
Our team developed an AI-powered customer relationship management software that mitigates business challenges like inefficient lead conversions, randomly scattered customer information, data security risks, and frequently missed customer interactions. Within a year of implementation, the firm reported a 40% increase in its lead conversion while boosting marketing ROI by 35%.
Industry
E-commerce
Client Location
United States
Project Duration
12 months
Team Size
25 members
Key Technologies
AWS, React.js, Node.js, MySQL, AI/ML, Power BI, Kubernetes
Client Background
The NineHertz partnered with an e-commerce firm that sells a vast range of products across multiple categories like electronics, apparel, and home goods. The firm has a burgeoning customer base in North America, which led the company to establish a strong physical and digital presence in the location. The company currently depends on its website and mobile app to serve millions of users every month.
Project Scope of CRM SaaS for E-commerce
The strategic planning was carried out to build a customized CRM platform that categorizes the target audience according to their demographics. The approach would allow the firm to identify its purchase habits and offer a personalized experience. Furthermore, the need for an autonomous customer support agent was recognized, who could attend to the queries and route them to the concerned department. At the same time, the project focused on integrating Power BI capabilities that bring the insights about customers, sales, and operational performances onto one screen.
Our Development Approach
The process initiated with a profound analysis of real-time business challenges and market trends. The approach helped our team to curate a personalized feature list that aligns with project goals. We deployed agile project methodology that distributed the entire development process into sprints, like designing, development, model training, testing, deployment, and feedback gathering. After the deployment of the project, our team monitored the CRM performance in the live environment to check compatibility with the legacy system.
AI Features Introduced in CRM SaaS Solution
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Automated Ticket Management
- An AI-powered ticketing system was incorporated into the system that actively reads customer queries and forwards them to respective departments for instant resolution.
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Power BI Dashboard
- Power BI dashboard was integrated into the CRM solution that offers entire customer insights into a single screen, which helps understand the customer journey and offer a personalized experience.
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Predictive Analytics
- The new capability allowed the firm to analyze historic data and real-time market trends for accurate prediction of future inventory demand and take data-driven decisions.
Addressing Challenges Faced by the E-commerce Client
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Lead Conversion Gaps
- The existing lead management system lacked efficiency in tracking customer journey, highlighting pain points, and suggesting improvements, which often led to the loss of high-value and potential customers.
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Unsettled Customer Data
- All the information about customers was scattered randomly throughout the system, which made it challenging to get a unified view of important information.
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Outdated Customer Support System
- The existing customer support system at the client’s web and app interface often struggled with query categorization, which often led to delayed responses and unsatisfactory resolutions.
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Data Security
- All the data about customers and businesses had to be stored while complying with GDPR standards and relevant compliance.
CRM SaaS Solution Business Impact
Within a year of CRM implementation, the firm experienced a 40% increase in its lead conversion. The personalized marketing and predictive analytics technology helped the firm reduce its customer churn rate by 25%. At the same time, the customer segmentation has enabled the firm to boost its marketing ROI by 35%.
Project Milestones We Achieved
| Milestone | Tasks | Timeline | Responsible |
|---|---|---|---|
| Project Initiation | Market Analysis, Feature Prioritization, Budget and Timeline Allocation, Strategic Project Planning | Month 1-2 | Project Manager |
| System Design and Prototype | Designed System Tech Architecture, Curated Data Models | Month 3-4 | Solution Architect |
| Development and Model Training | CRM core modules, AI integration, fine-tuning, and training | Month 5-7 | Development Team |
| Testing and QA | Unit Testing, Automated Testing, Manual Testing | Month 8-9 | QA Team |
| Deployment | System configuration, Data migration | Month 10-12 | IT Team, Project Manager |
