Customer relationships are at the heart of any business, and the stakes are even higher for e‑commerce players. Without in‑person interactions, it’s essential to stand out, attract customers, and build loyalty by delivering flawless service. To optimize and sustain this relationship, ERP software has a key role to play.
Earn your customers’ loyalty
The customer relationship starts as soon as a customer visits your website. To keep their interest and attention, they must quickly find the information they need about your products, as well as about your company in general. Customers need to feel reassured at every stage: it’s up to you to show them that your business is reliable.
Thanks to the gateway between Odoo and your e‑commerce platform, you provide your customers with accurate, real‑time information on stock, pricing, new products, and more. In doing so, you earn your customers’ trust and, over time, their loyalty.
Choose simplified sales management
Once the order is placed on the site, the gateway between Magento (or Prestashop) and Odoo runs automatically. For B2B transactions, a quote will be generated in Odoo, allowing you to approve or decline certain orders. If an order is cancelled, the customer will be notified directly and automatically by email and through their customer account.
For B2C transactions, payment is generally made directly on the e‑commerce platform. The generated purchase order will be converted into an invoice in your ERP software, then sent to the customer by email and made available in their customer account.
The connection between your ERP and your e-commerce platform lets you keep your customer informed at every stage of the relationship. If there’s a stock shortage or you’re unable to process the order, they’ll be notified automatically by email and through their personal account.
Optimize your logistics
Once the order has been placed and imported into Odoo, the logistics process is launched. First, a picking slip is generated. After the order has been prepared, it’s handed over to the carrier. At every step in the order preparation process, the ERP sends information to the e-commerce platform, automatic emails are sent to the customer, and all the details are available in their customer account.
This way, the customer can track the status of their order in real time and has all the key information: shipping date, parcel number, estimated delivery date, and more. By reassuring your customer, you increase their satisfaction, their confidence and, in turn, your sales.
Deliver quality after-sales service
If there’s a return or the order does not conform, management is simplified thanks to Odoo’s integration with Magento or Prestashop. First, the customer contacts the company by email or via a ticket generated in the online store. The company can then take charge of the issue and work to find a satisfactory solution.
For optimal service, implementing workflows is an effective solution. As soon as a customer request is received, an automatic “Acknowledgement of Receipt” email is sent to the customer. This lets them know that their request has been received and is being processed. This is reassuring - the customer feels acknowledged and knows that a response from the company is on the way. Next, it’s essential to respond to the customer in a personalized way and find the best possible solution within a reasonable timeframe (usually 48 to 72 hours after the ticket is created). In Odoo, you can view their order history at a glance and resolve the issue efficiently.
Whatever your distribution channel, your goal is to take care of your customer. E-commerce businesses, however, need to go even further to build a trusting relationship with their customers. By connecting your ERP software to your e-commerce platform, you ensure streamlined tracking of all processes (from order entry to after-sales service).
