O’Ringo sends text messages to customers who have just bought shoes at three junctures, three days, three weeks, and finally six months following the purchase.This special care placed into individualized attention has resulted in O’Ringo’s development of a rabidly loyal consumer base, many customers now shop for shoes exclusively with O’Ringo. “Trust is indispensable to online shops,” said Ceng, “and VIdegree has helped us gain that.”
“After using VIdegree, we increased our sales by 160 to 170 percent,” said Ceng. Despite fashioning bespoke leather shoes like a traditional cobbler, O’Ringo is anything but: it reaches connoisseurs through the Internet. Embracing the medium, O’Ringo sought to forgo expensive and impersonal advertising campaigns in favor of the direct and personal connection the Internet offers.
“We need to go back to the basics: earn the faith of our customers and our brand will live forever. The impact may not be as dramatic as traditional advertising, but word of mouth is honestly much more powerful.” He uses VIdegree is like a relay, bringing the quality and heritage of a true craftsman’s handmade product down to discerning customers through VIdegree’s comprehensive communication tools. He then uses it to keep on top of all customer developments, such as direct communication, satisfaction surveys, and other feedback.
Mastering consumer information helps O’Ringo bring Old World class to the New Millennium
Ceng knows that knowing one’s customers like one knows oneself is crucial to success for purveyors of premium goods. VIdegree makes this easy, acting not only as a repository of essential information like preferences, geographic location and purchase history, but as a multi-functional tool that can dynamically sort and group customers with the click of a mouse. This lets Ceng more precisely target his marketing campaigns and communication strategies. For instance, it’s a breeze for him to send a text message to all VIP customers with more than four purchases in the last year about a special loyalty deal on a new line.
VIdegree simplifies management through automation
From department heads to workshop floor clerks, everyone at O’Ringo uses VIdegree. More than handling customer information, O’Ringo uses VIdegree to facilitate every stage of its business process from production to shipping. The key is integration, “We can take the details from conversations with our customers and plug that right in to our shipping and customer service departments, allowing us to create better customer service progress reports and customized assignments.” By being able to handle customer interaction, internal discussion, and task assignment within one platform O’Ringo has brought a new level of smoothness to its operations. “This kind of systematized management is much more efficient,” said Ceng.
VIdegree gives O’Ringo the tools to interact meaningfully with their customers
Ceng shared his secret to better customer interaction: VIdegree’s text messaging integration. O’Ringo sends text messages to customers who have just bought shoes at three junctures, three days, three weeks, and finally six months following the purchase. The first text users are thanked for their patronage and asked about themselves: what they are interested in and why they chose the shoes they did. The second text asks the customer’s opinion on the shoes, things like quality, appearance, and feel. The final message, six months after the purchase, asks customers about any issues they may have had with their shoes and informs them of O’Ringo’s repair service, which will pick damaged items up from customer’s homes for no charge. This special care placed into individualized attention has resulted in O’Ringo’s development of a rabidly loyal consumer base, many customers now shop for shoes exclusively with O’Ringo. “Trust is indispensable to online shops,” said Ceng, “and VIdegree has helped us gain that.”
VIdegree’s interface makes harnessing the power of CRM a snap
“People generally reject new things at first (including VIdegree), but once they found it saved so much time at work they readily accept it.” Indeed, his workers found VIdegree easy to navigate and operate: checking customer records, personal notes, and threaded communication from colleagues.
“It doesn’t matter whether your interactions are business to business or person to person, people will want to use your product when they understand you share their values: honesty and passion.”
"Regardless of the fact that it initially took a week's time to transfer customer information that was all previously written by hand and stored in files on paper into the new system, it was definitely still worth it. Going paperless to eliminate storage space for all the paper had the added benefit of making the store much tidier. It also became much easier to find a customer's information, which also made it easier to differentiate between customers. We no longer embarrass ourselves from time to time by calling a customer the wrong name," jokes Zhang.
Using VIdegree, we are also able to search for time we last contacted a client. If a manager or sales person finds that there has been no interaction with a client for an extended period of time, they can immediately use the complete records we keep using VIdegree to pick up right where they last left off. This creates a very positive experience for our clients as they don't have to repeat themselves over and over with us, giving us more time to understand each other and move forward in our cooperation.
According to Dr. Lin, "Life8 was established in 2012, and has already accumulated a large number of members. Member demographics are quite diverse, we have put serious effort into maintaining and promoting interaction between members, hoping to provide members with a quality consumer experience. But as membership grew, the amount of moderator duties and workload also increased alongside the numbers. The question of how to effectively and accurately moderate and manage customer relations became a major issue we had to overcome. Luckily, soon after, we found the Vldegree Customer Management Service. Using Vldegree, we were able to organize our customers into different categories, enabling us to more accurately analyze customer RFM. Only through such a process were we able to better understand customer needs and then provide them with the service they deserve!"
What makes the pet industry special is that the customer paying for the service, is typically not the one who receives the service (the pet does). A single customer might own several pets at the same time. The owner's family might also bring the pets in to the store to buy stuff or receive care. The multiple different relationships of a pet with its owner or several owners can become difficult to keep track of. Most standard CRM systems are unable to account for such all the different connections between pet and owner/owners. But VIdegree allows users to freely add new fields or columns to record the name of each pet. This feature can also be combined with the tagging feature to label the service needs and commonly purchased items of each pet a customer owns along with other information such as the breed of the dog and the customer's rating. Such features help easily organize the identity of the pet, the identity of the customer, and the service or goods required in relation to each other. This service improvement is only made possible by the fact that VIdegree allows for the addition of new fields and also its tagging feature.