Success Story: MOYO

Ukrainian electronics retailer boosted sales due to changes in consumer marketing with XRM® Loyalty

MOYО — Ukrainian multi-brand network of electronics stores. In 2009, the first store appeared, and today, a decade later, in Ukraine there are 45 outlets in 26 cities of the country.
The company creates a fundamentally new service format, introducing modern innovative solutions for user comfort. Anyone can buy goods at retail store, order goods online with delivery or arrange pickup. MOYO also offers unique services for the convenience of customers.

Industry: retail
Number of employees: up to 500 people
Product Implementation Date: october 2016

Customer problems

From the new CRM-system in the company expected the flexibility of the platform and ability to scale. An easy and intuitive interface for loyalty mechanics and wide integration capabilities that were missing was necessary to implement.

01 The company's CRM could not cope with tasks and business goals
02 It was not possible to integrate telephony, chat, e-mail and website into a single system through 1C
03 Segmentation was absent — the omni-channel could not be set up
04 The discount system had a negative effect

Proposed solution: System XRM® Loyalty

E-Consulting has developed a special customer relationship management system — XRM Loyalty based on Microsoft Dynamics 365 and Azure.

What benefits did the customer get after implementing XRM® Loyalty

01
Increased speed and activity in the market, thanks to the creation of programs that are interesting to the buyer.
02
The ability to identify and sell to customers of all segments.
03
The company makes at least 1,000 new contacts into its system every day.
04
Integration of all communication channels into a single whole.
05
Combining all divisions of the company, structures and databases of employees and customers into a single system.
06
The presence of the coupon module, the presence of the gamification module, various possibilities for the implementation of loyalty mechanics.
07
Response rates from CRM processing — less than 1 second.

Customer reviews

Maxim Levchenko, Director of Client Experience MOYO

E-Consulting specialists have implemented a project that allows us to solve our strategic tasks. The main advantage of the company is a very well-coordinated teamwork.

As a result, integration with the front, back and e-commerce project. Today, this allows each client to turn to real-time processing and receive a modified check.

Clients have already appreciated the convenience of communication through various channels. Previously, the operator could process the same order, but in different communication channels (call and e-mail), not realizing that this is the same client. Now in MOYO it is possible to immediately determine the customer’s order and respond to his request as quickly as possible.