AdimAdim CRM System
(May 2018 - August 2021)
Adim Adim CRM is a type of CRM system that enables businesses to manage web content, customers, call requests and dialogues, subscription-based (continuous) orders, and marketing campaigns based on complex business logics. It was primarily developed for a trading company based in Istanbul, Turkey, specializing in designing, organizing, and selling baby training sets for different baby ages from 9 to 48 months. These training sets were being sent every month to the subscriber customers who had previously paid for the products once or who paid monthly. However, this system can be adapted to be used by any company that sells and sends some products to subscribed customers according to a subscription-based business model.
Adim Adim CRM system was developed based on classic MVC architecture using Phalcon Framework and MySQL database system to provide high performance and scalability for large amounts of data and interaction. Data of more than 350,000 customers including their orders, dialogs, addresses and children data were imported to the system and the performance and speed of the system were very good in handling such a large amount of data. The imported data was real data which was transferred from Adim Adim company’s old system to this new CRM system using some sophisticated data migration processes.
The CRM system allows businesses to add various types of campaigns to subscription-based orders based on each customer's current state and conditions and the subscription package they choose to purchase. These campaigns can result in discounts on the final price of order items or the entire order, and can result in some products being added to the order as gifts. The final price of the order, which may include added gifts, is automatically calculated by the system based on the rules of the campaigns added to the order. The rules of the various campaign types can be independently managed and updated.
Customers are automatically segmented by some predefined customer segmentation tags. These customer segmentation tags can be used to quickly find and categorize target customers for marketing and processing purposes, so that decisions can be made more effectively and efficiently to communicate with customers to sell more or increase their satisfaction or loyalty, or improve the performance of business processes.
Since prices of products may change over time, all prices determined for each product at any given time are stored in the system for retrospective or historical reviews and calculations.
Various types of goals can be set in the system and corresponding dates can also be added to them. These goals are used to evaluate the performance of employees, departments, and the entire business over different time periods. Based on these quantitative goals, the performance of each sales representative and their corresponding rewards are calculated.
The system is integrated with a VOIP system to call customers from the system panel and get the result of the call from the VOIP system and automatically saves these call results in the system. If customers pick up their phones, representative agents can add the result of the conversation with the customer to the automatically created dialogues. All dialogues with customers are organized into call requests specified by the customer, the call subject and the relevant product, and then these call requests can be assigned to the agent users of the system to start calling them. Possible call subjects and call results can be added and updated in the configuration section of the system.
The system is integrated with various payment gateways, including payment gateways provided by popular Turkish banks. Four types of payments are supported by the system: artificial POS (credit/debit card), physical POS, bank transfer and cash. Also, information and results of transactions are stored in the system.
The system is integrated with an accounting system (i.e. Micro) to automatically send customers, orders and payments data to this accounting system and then retrieve the invoice and e-signature ID of the orders from the accounting system to be stored in this CRM system. While individual data can be sent and received directly to or from the accounting system via the system panel, it is also possible to send and receive data in bulk to or from the accounting system according to their dates with some Cron job processes that can be set up and scheduled on the server.
The system is integrated with the systems of some cargo companies, and the order information is automatically sent to the cargo company's system, and then the status of the packages sent can be automatically received and updated to the system.
The system is integrated with an email and SMS planning/sending system to automatically send necessary notifications or marketing emails or messages to customers based on the states or segments of customers or their orders.
Various cron job functions were implemented in the system to run some scheduled inter-system or internal processes, such as sending orders and customers data to the accounting system, shipping system, mail/SMS systems, and internal customer segmentation processes. Thus, cron job processes can be set up and scheduled on the server for data communication with cargo services, mail and messaging services, automatic payment services, and the accounting system.
Various types of dashboard charts and diagrams were implemented in the system that display and visualize the aggregate data of the system in some special ways according to the role of the system user.
Dashboards
Orders
Requests/Dialogs
Customers
Campaigns
Products
Users
Definitions
Integrations
Site Management
System Status/Info
System Command Line
