To successfully compete in the market, many food delivery services use a customer-oriented approach in their work, which is based on the business strategy CRM (Customer Relationship Management) – customer relationship management. A practical tool for this strategy is a CRM system – software for effective interaction with the customer base and automation of internal business processes. With the active and competent use of such software, the company receives a positive dynamics in sales volumes and increases profits.
Domestic and foreign developers of CRM systems offer various products – cloud and box-based, universal and adapted to the specifics of the business. To choose a truly effective CPM for food delivery, you need to compare the set of software modules with the goals and objectives of the system implementation. Only in this way will the automation of customer relationships bring tangible benefits.
CRM for delivery: advantages of implementation and use
Attracting customers and increasing their loyalty. The CRM system helps to process requests in a timely manner, maintain a “dossier” for each customer. A quick response to requests and personalized communication is a direct way to build a loyal customer base.
Improving the quality of communication services. The information accumulated in the system helps to establish effective feedback in order to quickly solve problems and reduce the number of dissatisfied customers.
Sales growth in the delivery service. Loyal customers are actively making repeat orders, and passive customers can be motivated to take active actions by intelligently managing the collected information.
Sales planning. CRM for cafes, pizzerias and other catering establishments makes it possible to analyze the duration of transactions and identify weaknesses in the sales funnel. Also, the program can track the progress of plans and, if necessary, timely adjust the sales strategy.
Financial forecasting. Analysis of the data accumulated in CRM allows you to build long-term forecasts of the economic development of the delivery service, which is especially important when there are borrowed funds in the company’s turnover.
Reduced advertising costs. CRM for food delivery allows you to track customer acquisition paths, analyze the effectiveness of advertising campaigns, and correctly plan your marketing budget.
Collection of management information. The CRM system generates up-to-date reports for statistics and analytics in almost any informational slice. For example, you can request the percentage of regular customers, LTV, the number of completed requests and refusals per shift or per individual manager.
Personnel control. Employee reports give a clear picture of their KPIs (key performance indicators), allow you to compare personnel by the number and time of processing applications, and identify the best employees for bonuses. If there is a “weak link” in the team, you can find the reasons for the ineffective work: listen to the recordings of telephone conversations, look at the correspondence (these data are stored in personal client cards).
Optimization of couriers’ work. CRM system is an effective tool for managing a courier department. The coordinator or the system itself monitors the status of applications in real time, evenly distributes customer requests among free employees.
Tips for managers. With CRM, a salesperson can plan work. The system will automatically send a reminder to the phone or e-mail that it is time for the client to call, send a lucrative offer or take another planned action.
Automation of document flow. If business automation programs (CRM, accounting, warehouse) are integrated with each other, order forms, invoices, acts and other documents can be created directly in CRM – quickly and without errors.