CRM Updates
We launched the CRM via BOS late last year. And then as we launched the new website in January this year, we decided to tighten the journeys that a customer can be taken on during their purchasing life cycle. In simple terms, a CRM is whereby we engage with customers via email to ensure they stay updated with Choices Flooring.
We already have CRM running through our website for general enquiries. The customer receives an acknowledgement email when submitting any of the four form types on our website. These include:
· Free Measure & Quote
· RoomView
· Floor Calculator
· Store Contact
The customer’s email is sent out at the same time you the store receives the ‘new enquiry/lead’ email. For example, if you receive a Floor Calculator enquiry on Tuesday around 6:20pm. The customer would have received an email at this time too. But once a customer comes instore and you input their details into BOS, they start a different journey. Now a journey is a simple way to say what type of email they receive. Each time you move the customer into a new stage within BOS, a new journey will begin.
Journey 1: Welcome Email
When a customer’s data is added to BOS they will receive a welcome email from your store.
Journey 2: Order Confirmation
When a job is confirmed within BOS, that same customer will receive another email detailing their order confirmation from BOS.
Journey 3: Completion
When a job has been either picked, delivered, or installed, depending on the customer’s goal. The customer is also provided with a Care & Maintenance guide.
Journey 4: Post-Completion
The customer is sent a Google review request after 3 weeks.
Lost Quote Journey: Lost Quote
When a customer’s data is added to BOS they will receive a welcome email from your store.
Through these journeys, we hope that all customers are kept up to date with the status of their enquiry/order.
The next phase of the CRM is automating SMS via the scheduling tool within BOS. This work has begun and updates on expected deliveries will be out soon.