CRM for retail shops, built into the billing

The customers you do not notice leaving

A family that bought groceries from you every week for two years slowly stops coming. Nobody notices for months, because there was never a list to check. A customer asks for a brand you do not stock, the cashier says "next week", and nobody writes it down. Someone leaves unhappy and you hear about it only from a neighbour.

A CRM for retail shops is simply a place where all of this is written down, tied to the customer's name and number. Most CRM software is built for sales teams in offices. A shop needs something lighter that fills itself from the billing counter.

What the CRM in Cartix Prime does (Gold)

From the Gold plan, Cartix Prime has a customer CRM inside the same app you bill with. There is no second system to keep up to date.

• A full view of each customer: their bills, what they buy, their credit balance and their loyalty points, in one place.
• Segments: group customers so you can look at, and message, the right people.
• Follow-ups: a reminder to call a customer back, deliver something or check on a pending payment.
• Enquiries: note what a customer asked for, so a "next week" promise is not forgotten.
• Feedback: customers give a score from 0 to 10 with a comment, so you can see who is happy and who is not.

Automatic WhatsApp messages

The CRM can send messages to customers on WhatsApp without anyone remembering to do it:

• a birthday wish and an anniversary wish
• a welcome after the customer's first bill
• a win-back message to customers who have not come back for a while
• a feedback link after a purchase
• an optional coupon with any of these

How these messages go out depends on the WhatsApp way your shop uses. Read the honest details on WhatsApp messages for shops.

CRM Pro and the customer portal (Platinum)

The Platinum plan adds CRM Pro for shops that want to do more with their customer list:

• Rule-based segments: customer groups that keep themselves up to date from rules you set, instead of a list you edit by hand.
• Campaigns: a message to a segment, each campaign with its own coupon.
• Referrals: when a customer brings a friend, both get points.
• Scratch and spin cards: from a QR code on the bill.

Platinum also has the customer portal. Customers sign in with a PIN sent on WhatsApp and see their bills, their khata balance and their points, and can pay what they owe. That saves a lot of "how much do I owe you" calls for shops that sell on credit.

How it works day to day

1. At the counter, the cashier picks the customer by name or phone number. The bill goes into their history.
2. When a customer asks for something you do not have, note it as an enquiry.
3. If you promise a call back or a delivery, add a follow-up with a date.
4. The automatic messages you switched on go out for birthdays, first bills and customers who have gone quiet.
5. Feedback scores come in; look at the low ones first and call those customers.

Pair this with the Customers report and Ageing report (who owes how long) in Cartix Prime reports for a clear picture of who your best customers are.

Using customer feedback well

A 0 to 10 score is quick for the customer and easy to read for the owner. A few habits make it useful:

• Read the comments with the low scores every week. They usually point to one thing: a rude helper, a wrong item, a delay.
• Call the unhappy customer yourself. Many come back just because the owner called.
• Do not chase high scores with gifts. Fix what the comments say.

Who the CRM suits

The CRM fits shops that bill most customers by name: supermarkets with regulars, kirana stores with credit families, pharmacies with monthly patients, bakeries that take cake orders, mobile and electronics shops, and service businesses using job cards. Think of a pharmacy in Palakkad that adds a follow-up for every patient on monthly medicines, so nobody runs out because they forgot to come in.

Which plan has the CRM

Prices are for a year, before 18% GST. Start with 7 days of Silver free, no card needed, and move up inside the app. See the pricing page or start with Cartix Prime.