Online customers have come to expect shopping experiences that have all the advantages of a physical world shopping plus the comfort of home. Better pricing, short delivery time and the power of choice is something customers now take for granted from an online business – whether for goods or services. The rapidly evolving online businesses remain at the forefront of leveraging technology for the digital transformation of customer engagements, optimization of operations, business models and products evolution and empowering employees.

Image Courtesy: Microsoft

Some of the key challenges faced by online businesses include:
  • Efficiently integrating an online business with the physical world business
  • Omni-channel management
  • Supply –Chain Integration
  • Multi-product and multi-resourcing management
  • Multi-pricelists management
  • Discounts management
  • Dispatch and Logistics management
  • Providing customers with an integrated interface experience – online or offline
  • Refunds processing
  • Computer – Telephony Integration
  • Financial Accounting

Alletec uses Microsoft Dynamics 365 systems to provide Enterprise solutions to online businesses to manage:
  • Back-office
  • Mid-office
  • Customer engagements

ERP Solution
Microsoft Dynamics ERP for e-Commerce enables online businesses to efficiently manage all aspects of their operations seamlessly. It integrates the virtual storefront with the mid & back office and facilitates real-time communication flow across the organization while also enabling collaborative communication with vendors and customers.
The business processes addressed by the solution include:
  • Order Management– Sales Order Booking, Order Invoicing, Order Fulfillment and Status Sync with Webshop
  • Material Management– Purchase Planning, Vendor Administration and Inventory Management
  • Logistics– Courier Allocation, Shipping, Delivery, Collection, and Status Reconciliation
  • Customer Service– Pre-Sales Enquiry Handling, Order Cancellation, Returns & Refund Processing
  • Financial Management– Payables & Receivables Management, Bank Reconciliation and COD Reconciliation

CRM Solution
Microsoft Dynamics CRM for e-Commerce addresses business needs related to 3 key areas:

1. Customer Service
2. Marketing Campaigns
3. Customer Segmentation & Analytics

Customer Service
– CRM helps you in acknowledging Customer Voice across the web, social, chat, mobile and phone, including customer self-service and social care, and serving them on time to render them an amazing experience. CRM enables organizations to manage cases faster, connect with the right knowledge base to respond appropriately and analyze interactions across the social channel.

Marketing Campaigns
– CRM helps you drive revenue by planning campaigns more strategically, executing across channels more effectively and measuring the impact your marketing investments in real-time. With CRM, you can plan, design multi-stage and multi-channel visual campaigns, and get marketing ROI analytics.

Customer Segmentation & Analytics
– CRM enables you in segmenting your customers on parameters critical for the business, like buying behavior w.r.t products, timelines, value, etc; and its further utilization in increasing campaign & service efficiency.

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