CRM for eCommerce

The modern eCommerce space is a dynamic environment where competition intensifies every second. Customers are becoming more demanding, and their expectations for personalization and speed of service are constantly growing. Therefore, the success of your online store now depends not only on the quality of your products but also on effective customer relationship management. When standard solutions are no longer sufficient, it's time to order a CRM system for your online store, customized for your business.

AvadaCRM provides services for the development, adaptation, and scaling of CRM systems for eCommerce. Our specialists create flexible solutions tailored to the specific needs of each online store. We deeply understand each client's needs, propose optimal software architecture, implement the necessary integrations, and provide reliable technical support. You can order a CRM from us that accelerates, rather than limits, the growth of your online store.

Benefits of CRM for ecommerce

An eCommerce CRM is a multifunctional tool for online stores looking to automate online sales, improve customer interactions, and increase profits. It's not just a customer database, but a smart system. If you decide to order CRM development for your online store, you'll reap many benefits.

• Centralized customer database. All your customer information – from contact information to purchase history – is stored in one place. This allows you to gain a complete picture of each customer, their needs, and their interactions with the store.
• E-commerce automation. CRM for online stores automates routine tasks such as order processing and tracking, email marketing, inventory management, sales funnel creation, and report generation. Online store automation frees up time to focus on more important processes such as business development and customer acquisition. CRM functionality allows owners and managers to see the full picture: from the sales funnel to financial performance in real time.
• Remote access. When developing a CRM, it's essential to create a customized mobile interface or a separate app that allows for real-time order management, analytics, and communications. This is convenient for managers, remote employees, and agents.
• Integration with other systems. A modern online store CRM integrates with all communication channels. Online stores, marketplaces, email, messaging apps (Telegram, Viber, WhatsApp), telephony, chatbots, and social media – all points of sale are synchronized within a single system. This creates a unified service environment where customer communication history is preserved regardless of channel.

• Marketing personalization. Using a CRM system, online stores can segment their audiences and personalize their offers and marketing campaigns. By taking into account individual customer preferences, you can offer them the most relevant products and discounts, increasing the likelihood of purchase and the effectiveness of advertising.
• Building customer trust and loyalty. A CRM for a retailer improves customer engagement through omnichannel support – automated triggered email campaigns, chatbots, SMS, and push notifications. This enables quick and effective responses to customer inquiries, problem-solving, and personalized support. Gamification, loyalty programs, repeat purchase bonuses, and personalized event greetings also help increase customer loyalty.
• Increased repeat purchases. Intelligent CRM algorithms generate personalized recommendations based on user purchase history, preferences, and behavior. This helps launch effective remarketing campaigns, encouraging repeat orders and increasing average order value.
• Speeding up order processing. Online sales automation takes care of routine order processing tasks: generating invoices, confirming product availability, and transferring to logistics. This results in happier customers because they receive their purchases faster, and employees make fewer mistakes and encounter fewer delays.
• Reduced lost leads. The CRM records every request and reminds managers to respond or call back. This ensures potential customers aren't lost, even if they contact you through multiple channels simultaneously: messaging apps, social media, or a website form.

• Reduced marketing costs. Thanks to centralized data collection, the system allows for precise analysis of the effectiveness of each advertising campaign and audience segmentation based on relevant criteria. Detailed user behavior analysis allows for more effective advertising and avoids unnecessary expenses.
• Omnichannel. CRM for eCommerce provides seamless integration with payment systems, courier services, warehouse programs, and supplier platforms. This allows you to automate payment processes, manage inventory, optimize logistics, and ensure timely replenishment. As a result, your business operates faster, more efficiently, and with minimal resource expenditure.
• Informed decisions. A CRM system for online stores can include tools for in-depth data analysis. It integrates with BI systems and all sales channels, storing all customer information, their actions, orders, complaints, and feedback in a single pane. The program takes analytics to a new level, providing detailed reports, KPI dashboards displaying sales dynamics, and filtering by category, manager, day of the week, device, and more. This allows you to build effective business strategies based on data, not intuition.

Who needs online store automation?

Online store automation is essential for the growth and competitiveness of eCommerce businesses. A customized CRM system helps companies of all sizes achieve their goals.

• Large marketplaces that need a scalable solution to handle large volumes of customers and orders.
• For small and medium-sized online stores looking to automate processes and improve service levels.
• For businesses with their own logistics that want to control all stages of delivery and warehousing.
• D2C (Direct-to-Consumer) brands looking for personalized customer engagement solutions and ways to increase customer loyalty.

AvadaCRM's CRM for online stores offers modern, custom solutions fully tailored to your business's specific needs.

What functions does a CRM perform for eCommerce projects?

Implementing a CRM for an online store is a necessary step for success in the digital age, as it changes how a business operates at every level. Let's look at the specific features a CRM for product sales can offer and how it can improve your business's efficiency.

Managing orders and their statuses

The CRM covers the entire order cycle, from receipt to delivery. The system automatically changes statuses (new, processing, sent for delivery, fulfilled, or canceled), synchronizes with payment and delivery services, and sends notifications to customers. It works like this: after an order is placed, the CRM creates a task for the manager, generates a warehouse invoice, creates a waybill for logistics, and sends a confirmation email to the customer.

Personal customer cards

In a CRM, each client has their own digital record with their order history, payments, support requests, reviews, communication channels, and marketing activities. This allows managers to quickly navigate the situation and build high-quality, personalized interactions. For example, if a manager sees that a client last purchased cosmetics a month ago, frequently opens email newsletters, and has a birthday tomorrow, it might be appropriate to offer them a personalized discount.

Automatic notification and trigger system

The CRM tracks customer activity and launches triggered scenarios: abandoned cart reminders, order status updates, point depletion notifications, or new promotional offers. How it works: if a customer adds an item to their cart but doesn't complete the purchase within two hours, the system sends an email reminder with a 10% discount promo code.

Flexible customer segmentation

The intuitive interface allows you to filter customers by any criteria: average order value, purchase frequency, promotional responses, geolocations, product categories, traffic sources, activity, region, and more. This paves the way for ultra-precise marketing and increased ROI for each campaign. For example, you can create a segment for "men from Kyiv who spent more than 4,000 UAH in March" to launch an SMS campaign promoting a new seasonal product.

Integration with delivery services

After payment, the system automatically pulls up the transaction status, sends a request to the selected courier service (Nova Poshta, Meest, DHL, etc.), receives the consignment note number, and synchronizes it with the client's personal account.

Integration with financial services

A customized CRM can be integrated with 1C, BAS, QuickBooks, Zoho Books, or other financial accounting systems, allowing you to synchronize data on sales, payments, returns, and accounts receivable. This means all successful payments are automatically recorded in the accounting system, and returns are processed for approval without the need for manual duplication.

Loyalty programs and bonus systems

CRM systems for online store sales help implement customized loyalty programs: points accumulation, cashback, promo codes, personalized birthday discounts, repeat purchase coupons, and referral programs – all of which can be customized to fit your brand strategy. This encourages repeat sales and increases LTV (Lifetime Value).

Real-time inventory control

The system can pull data from multiple warehouses, alert you to low inventory, block sales if a product is out of stock, and set up automatic supplier requests.

Analytics and reporting

The CRM can visualize data in real time. Charts, dashboards, and tables display any key metrics: sales by category, popular products, order dynamics, traffic channels, average order value, marketing campaign effectiveness, margins, and LTV dynamics. For example, the owner can see in the dashboard that Facebook Ads are generating fewer orders, but higher average order value and lower return rates, and can optimize their advertising budget.

Modules for B2B (wholesale trade)

A CRM for an online store allows you to serve not only retail customers but also wholesale partners. Dedicated features for working with wholesale partners include creating special prices and delivery terms, automatically generating contracts, and creating customized promotions. Your partner can log into their account, see their discount level, and create an order using a template in one click.

Complaints and returns management

With the management system, customers can submit a return request or complaint through their personal account or a manager. The CRM automatically creates a case with a photo, description, communication history, and statuses at each stage. How it works: the customer complains about a damaged product – the CRM records the request, assigns a responsible party, sends a confirmation email, and initiates compensation actions. This makes the process transparent, controllable, and documented.

Integration with advertising accounts and analytics

In your CRM, you can configure data transfer to Google Ads, Meta, email services, Google Analytics, Pixel, and other services for more precise targeting and user behavior tracking. This means that a list of high-LTV customers can be automatically imported into Facebook Ads to launch a personalized retargeting campaign.

Employee Management Module

Advanced analytics allow management to track each manager's key performance indicators, such as the number of orders processed, average response time, and customer satisfaction. Managers, in turn, have clear visibility into tasks, customer statuses, order history, and their colleagues' activities. This creates a transparent incentive system for the sales and service teams.

Automation of cross-selling and upselling

An online store CRM system can generate recommendations based on an analysis of previous orders, preferences, product categories, and average order value. It automatically selects related or more expensive products and displays them to customers at key points along the purchase journey. For example, a customer adds a laptop to their cart, and the system offers a bag, mouse, extended warranty, or software at a discount. Another customer who added a smartphone to their cart is automatically recommended a screen protector, case, and power bank with a 10% discount.

Working with marketplaces

The eCommerce CRM integrates orders, delivery statuses, and inventory from marketplaces (Rozetka, Prom, Amazon, Etsy, Shopify). This allows for centralized sales management across all channels: syncing orders, tracking and updating inventory, and managing prices without manually duplicating information. This means managers can see all orders from the online store and marketplace in a single interface, and the CRM system automatically updates inventory after each sale.

Intelligent procurement forecasting system

Based on sales analytics, seasonality, and trends, the program predicts which products need to be purchased and when. Furthermore, a CRM system for an online store with warehouse management can automatically generate replenishment requests based on delivery times, inventory levels, and sales rates. For example, in April, the program will tell you that air conditioner sales increased sharply last May and prompt you to replenish your inventory in advance.

Product assortment management

CRM for online stores allows you to create a complex product structure: categories, tags, brands, variations, and product dependencies (e.g., recommended accessories). You can also automate product feed updates for marketing channels. For example, you can create a "New Arrivals + Over 20% Off" filter and export it as a dynamic feed for Google Shopping.

Working with suppliers

A CRM system for online stores can automatically generate delivery requests, update inventory levels, monitor delivery times, and maintain a history of cooperation with each partner. The system also analyzes product popularity and generates purchasing recommendations.

Automated Marketing Scenarios

The online store software can create automated multi-level communication scenarios (email, SMS, push notifications, instant messaging) based on customer behavior, time of last purchase, response to promotions, etc. How it works: 3 days after purchasing cosmetics, the customer receives an email with care tips, 10 days later – a reminder to repurchase, and 20 days later – a bonus for a review.

Optimization of logistics and document flow

The store's CRM integrates with courier services (Nova Poshta, Ukrposhta, Meest, etc.) to automatically update statuses, generate and print consignment notes, and add them to the order PDF. It also supports the creation of invoices, reports, expense documents, and returns – all without human intervention, meaning the likelihood of errors is minimal.

Help Desk Management

With a CRM, an online store can implement a support service with ticket distribution, automated responses, templates, SLA control, and storage of communication history with each client.

Stages of CRM development for eCommerce

Automating your online store isn't just about implementing new software; it's a strategic decision for scaling your business. Developing a CRM for an online store involves several stages.

1. Analysis of business processes and needs

Creating a CRM for an online store begins with a detailed study of the specifics of the business and determining:

• key business processes that require automation (order processing, customer management, logistics, warehouse accounting, etc.);
• target audience with its needs and expectations of typical customer behavior - how they make purchases, what channels they use, what factors influence their decisions;
• necessary integrations – with marketplaces, payment systems, delivery services, and advertising platforms.

2. Development of technical specifications

Based on the analysis, a document is created containing a detailed description of the main eCommerce CRM modules, the system architecture and its scalability, requirements for integration with external services, marketplaces, CMS (Shopify, OpenCart, Magento, WooCommerce), and the logic for process automation (e.g., automatic order status updates, bonus accrual, repeat purchase reminders).

3. Design and prototyping

This is one of the most important stages of CRM development for online stores, where the interface, user flow diagrams, and key screen prototypes are created for UX testing. A CRM system for a retail business should have a minimalist, intuitive, and structured interface with a logical arrangement of elements, allowing users across devices to quickly access orders, the customer base, analytics, and reporting. When developing the logic for interaction between modules, every detail is considered: how the manager will process orders, how the inventory will be updated, how sales statistics will be displayed. In other words, a prototype is an interactive mockup that demonstrates the interface and key functions.

At this stage, the technologies that will be used to develop CRM for the product business are also selected: programming languages, databases, server hardware, etc. Before the project is implemented, the prototype is tested on real users to assess usability and identify potential shortcomings.

4. Design development (UX/UI)

The design of the software product must match the visual style of the online store, take into account the brand book, be adapted for all devices and users, and ensure a balance between aesthetics and functionality with a focus on intuitive operation.

5. Creating a program code

The bulk of developing an online store CRM system involves writing the code. It's important to ensure close collaboration between backend and frontend developers and hold regular meetings to discuss progress and implement necessary changes. This stage also includes integrating the CRM with the online store, marketplaces, advertising platforms, and analytics services (Google Analytics, Facebook Pixel), and setting up an API for two-way data exchange.

6. Testing and implementation

CRM testing includes checking all functions for compliance with technical specifications, interface usability, speed and stability under load, and security and data protection from unauthorized access. At this stage, it is important to identify and correct all errors. Once CRM testing is complete, the online store is ready for implementation, i.e., deployment on the customer's server.

7. Staff training and support

We don't just hand you a ready-made system; we ensure your team receives a tool they can use effectively. We train employees on the program at every level – from basic operations to advanced features – by providing instructions, video tutorials, and consultations.

8. Support and development

Once implemented, eCommerce CRM systems require technical support and regular updates, bug fixes, and the addition of new features as business processes change or your store scales.

CRM development tools for online stores

Developing a CRM for online stores is a complex technological process that requires a wide range of tools and technologies. These tools allow for faster, more cost-effective, and scalable CRM implementation as your business grows.

The choice of technology depends on the budget, deadlines, project complexity, and client requirements. Our specialists use modern, proven solutions that guarantee stable system operation.

• Programming languages: Python, JavaScript, PHP.
• Frameworks: Django, Laravel, React.
• Databases: PostgreSQL, MySQL.
• Cloud services: AWS, Google Cloud.
• API for integration with marketplaces, payments, and analytics – REST API, GraphQL2.

Why is it better to order CRM development for an online store from AvadaCRM?

Order a CRM for your product business from AvadaCRM if you need a custom solution that seamlessly integrates with your business, optimizes processes, and helps you scale. Our advantages:

• Custom development, as well as adaptation and scaling of used software solutions.
• Professional dedicated teams that use cutting-edge technologies and guarantee high code quality.
• Deep expertise and extensive experience in creating CRM systems for eCommerce.
• Flexible and scalable programs ready to adapt to new business requirements.
• Reasonable and affordable price for developing a CRM system for online stores.
• Clear deadlines and a transparent development process. We work at a consistent pace and without hidden costs, providing access to the results of each development stage and regularly reporting on progress.