CRM
Cloud based, real time, customer insight
Manage every customer touchpoint from a cloud based CRM - track communication, notes and tasks all in one place.
- Does your customer service team have all the information at their fingertips?
- Is there a gap in your customer experience?
- Are you looking for a more efficient way to manage customer workflows?
Look after your customers
Customer Accounts
A single view of each customer is provided in real time, regardless of the customer journey or how they choose to engage with your business. This data is then used to add value in all aspects of your marketing communications, personalisation and proactive customer service.
Personalisation
Omnichannel Customer Accounts
IXO Commerce allows the creation and storing of customer information in a single centralised platform. That record is then used for everything; orders, quotes, CRM, delivery and billing addresses, as well as invoicing, marketing and other accounts settings. Do everything in one place.
Unified CRM and Order Management
Empower your staff by providing them with all of the information they need to answer any query. With Purchase Ordering, CRM and Order Management all handled in the truly Unified IXO Commerce, your team will always have access to everything that they need, from detailed product prices to lead times.
Telephone Orders
As standard, IXO Commerce allows your staff the ability to take a telephone order. Search for an existing customer, or create a new account from scratch, before adding any product and taking payment. This is a Unified system, so there are no lag times in stock reservation.
Trade Accounts
Manage your trade and wholesale accounts in one place; set payment terms, credit limits, send quotes and order confirmations as well as up to date contact information and delivery addresses. In addition, keep a comprehensive record of every contact with every customer and diarise Follow Ups.
Customer Accounts
Any customer can set up an account, where they can manage their billing and delivery addresses, GDPR preferences and view their order history. From this screen they can also view order statuses, repeat previous orders, download invoices and view their outstanding account balance.
Sales Opportunities and Prospecting
Use IXO Commerce to manage your sales team. Create records for each of your accounts and prospects, assign account managers and set up Customer Groups. Track KPIs like average sales, profitability and lifetime value, assign Follow Ups and reward your team with commission.
Manage Customer Credit Limits
IXO Commerce lets you assign customers credit limits, or set them to be Pro Forma accounts. Keep track of outstanding credit balances to reduce your liability and provide your finance team with a list of outstanding payments. For ease of use, this can be automated via Integrated Accounting.
Repeat Ordering
Any customer can log into your IXO Commerce website and repeat previous orders within their My Account section. This one click process prefills the order with products as well as delivery and billing information, taking them straight to the order confirmation stage.
Auto Emailed Invoices
Automatically email your customers with invoices on all of their orders. These can be set to match your workflows, sent at the point of sale, held until despatch, or at any point in between. Customers can also download invoices from their My Account screen.
Downloadable Invoices
All customers can access their order history within the My Account section, see their Order Status and download invoices. These invoices will always reflect the products ordered, and will be automatically updated if quantities are changed, or if a line is cancelled or returned.
Event Booking
Use IXO Commerce to book events and appointments. Whether it's visits with Santa at the Christmas market or personalised shopping experiences with your sales staff, set up time slots, capacity and duration. Customers will also be able to register online via your website.
Customer Groups
Build dynamic customer groups for segmenting your marketing efforts using straightforward rules. Base them on customer purchase history, site activity, the date of their most recent visit or purchase. These can be exported to Marketing software via an integration.
Email Marketing
Create simple marketing emails within your website, which can be sent to your segmented Customer Groups. Alternatively, utilise an integration to get essential marketing data into third party software. IXO Commerce will ensure that you remain GDPR compliant.
Postage
Have IXO Commerce automatically calculate delivery costs for any order in any sales channel. Simply build up your delivery rules to different post codes and countries by weight, order quantity and value, working with multiple delivery partners and options.
Return Merchandise Authorisation
Offer Unified returns to your customers; a real omnichannel experience. They can be requested via a form on your website, acknowledged by your team, and received in the Warehouse, before undergoing a final review and confirmation. With leading payment gateways, use IXO Commerce to complete a refund.
3rd Party Review Integrations
For an enhanced customer experience, use third party companies like Feefo and Trustpilot, in order to encourage your sales and improve your conversion rate. Trustpilot and Feefo ratings have been shown to improve both, which is why we integrate IXO Commerce with their review platforms.
CRM
A coherent and comprehensive CRM allows your team to offer agile and proactive customer service.
Solving Modern Business Problems
Unified CRM and Order Management
Empower your staff by providing them with all of the information they need to answer any query. With Purchase Ordering, CRM and Order Management all handled in the truly Unified IXO Commerce, your team will always have access to everything that they need, from detailed product prices to lead times.
Add Notes
Centralise your CRM by keeping a complete log of your communication with your customers and Suppliers. Notes can be added to Customer and Order records by user, allowing quick and simple note taking, highlighting potential issues and recording dialogue between your staff and the 3rd party.
Follow Ups
Every CRM note can be given a follow up. Assigned to the team as a whole, or to an individual user, IXO Commerce provides a daily task list so that anyone can see upcoming and overdue tasks. It'll also notify your staff when tasks are coming due, so that they have a daily work list.
Email Customers from the CMS
Any CRM note can be emailed directly to the customer. Every email is branded to your house style, matching the automated emails sent to your customer; a well designed responsive email, which maintains a consistent brand story in every communication with your customers.
Record External Communication
When making notes in the CRM, you can also attach images, PDFs and emails, so even if your staff are using other means of communication, you can still centralise your customer log. With everything in one place, your team can be more efficient; they'll have all the information at their fingertips.
Live Baskets
Help your customers and get real time marketing feedback by viewing the Live Baskets on your website in real time. As well as monitoring ongoing demand, you can help customers who are having problems; IXO Commerce provides a one click conversion from a Live Basket into a Telephone Order.
Auto Emailed Invoices
Automatically email your customers with invoices on all of their orders. These can be set to match your workflows, sent at the point of sale, held until despatch, or at any point in between. Customers can also download invoices from their My Account screen.
Auto Generate Payment Requests
When Purchase Orders are received, IXO Commerce can automatically communicate with customers who have ordered those products to request immediate payment, if they have an outstanding balance. The customer receives a link that takes them to a prefilled payment page on your website.
Book a Delivery
Once a Purchase Order has been received and any outstanding balance has been paid, your website can invite your customers to book a delivery slot on pre-existing orders. Manage the capacity, frequency and destination of your lorry journeys within IXO Commerce for a great Unified experience.
Named Day Delivery
If a customer purchases a product that you have in stock, offer them a Named Day delivery option at the checkout. IXO Commerce will provide your Warehouse with all the required information so that they know exactly what has to be delivered, and when.
Automated Emails
Your customers will receive an automated, consistently branded email from your IXO Commerce website at every important touchpoint. From abandoned cart and order confirmations, through to review requests and password resets, they'll be kept up to date via responsive emails.
Email Templates
Amend the tone and textual content of your Automated Emails via a straightforward interface within IXO Commerce; no knowledge of HTML required. Edit each individual communication to precisely match your brand voice, using your tone to communicate with your customers.
The Iconography team have been so helpful, with ideas, training and tips.
Jemma Upton, Aldiss
Get in Touch