Customer relationships are at the heart of any company, and the stakes are even higher for e‑commerce players. Without physical interaction, it is essential to stand out, attract customers and build loyalty by delivering impeccable service. To optimise and sustain this relationship, ERP software has an important role to play.
Earn your customers’ loyalty
Customer relationships begin the moment someone visits your website. To keep visitors on your site and capture their attention, they must be able to find the information they need quickly – not only about the products, but also about your company in general. Customers need to feel reassured at every stage: it is up to you to show them that your company is reliable.
With the gateway between Odoo and your e‑commerce platform, you provide your customers with reliable, real‑time information on stock, prices, new products and more. In this way, you earn your customers’ trust and, over time, their loyalty.
Choose simplified commercial management
Once an order is placed on the site, the gateway between Magento (or Prestashop) and Odoo is triggered automatically. For B2B transactions, a quotation will be generated via Odoo, allowing you to accept or reject specific orders. If an order is cancelled, the customer will be notified directly and automatically by email and via their customer area.
In B2C transactions, payment is generally made directly on the e‑commerce platform. The generated purchase order will be converted into an invoice via your ERP software, sent to the customer by email and made available in their customer area.
The connection between your ERP and your e‑commerce platform lets you keep your customers informed at every stage of the commercial relationship. So if there is a stock shortage, or you are unable to process the order, they will be automatically informed by email and via their personal account.
Optimise your logistics
Once the order has been placed and uploaded to Odoo, the logistics process is triggered. First, a picking list is generated. After the order has been prepared, it is handed over to the carrier. At each stage of order preparation, the ERP software sends information to the e‑commerce platform, automatic emails are sent to the customer, and all information is available in their customer account.
In this way, the customer can track the status of their order in real time and has all the information they need: shipping date, parcel number, estimated delivery date, and more. By reassuring your customer, you increase their satisfaction and confidence, and in turn your sales.
Deliver quality after‑sales service
If there is a return or the order does not meet expectations, management is simplified thanks to Odoo’s integration with Magento or Prestashop. First, the customer will contact the company by email or via a ticket generated through the online store. The company can then take charge of the issue and work towards a satisfactory solution.
For optimal service, setting up workflows is an effective solution. As soon as a customer request is received, an automatic "Acknowledgement of Receipt" email is sent to the customer, so they know their request has been logged. This process is reassuring – the customer feels valued and knows a response from the company will follow. It is then essential to reply to the customer in a personalised way and to find the best possible solution within a reasonable time frame (typically 48 to 72 hours after the ticket is created). In Odoo, you can view the full history of the order 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 relationship of trust with their customers. By connecting your ERP software to your e-commerce platform, you ensure simplified tracking of every process, from order taking right through to after-sales service.
