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One of the best things about shopping from a physical store is that you get your purchases right there. No need to wait for them to arrive, and no issues with being home to take the delivery.

But online stores typically offer more discounts, and you do have the luxury of browsing multiple stores without actually having to travel to multiple stores. Moreover, you can do this browsing on your own time as you see fit.

The rise of online commerce has given way to a new industry: the shipping and courier industry. New might be a misnomer, but it has definitely revolutionized it as well as made things cheaper and more accessible. The number of companies in this area has increased and so has the range of the services they provide. Because of that, shipping is not limited to big cities, and deliveries go to the last mile, no matter how remote.  

There is still space in this industry - if you need unique ideas to make the experience of delivering a parcel better, then you should listen up.  

Start with the Basics

The first thing you will need for an IT setup is a Customer Relationship Management system or CRM. While you may just be starting out, you should choose something that will be scalable, and SugarCRM is a perfect choice. A basic CRM is simply not enough since your employees will be out on the field delivering parcels. They cannot come into the office every day just to log in the parcels they delivered. This is why you also need a CRM mobile application as well.  

Your mobile app should have all the features you enjoy in SugarCRM, like adding leads, managing customers and opportunities, but also mobile-specific features like push notifications, offline sync, and email support. 

This leaves us with the unique selling point in the shipping industry: Live Tracking. Imagine if you could track your delivery executives in real time, to know exactly when the parcel will reach a customer.

Pretty amazing, right?

Exploring the Tracking Feature 

Customers want to know where their parcel is and how fast it is getting to them. The more information they have about this, the better they feel about shopping or using a parcel service. 

You can integrate a live tracking feature in the SugarCRM mobile app so that you can track your employees while they are on the field. You can assign each employee certain parcels, and track those by tracking the employees.

Employees can check in and check out of each delivery location right from the CRM mobile application, making it easy for you to keep tabs on the parcels. You can extend this by offering a precise ETA to your customers so they know exactly when their parcel will arrive. 

Benefits of Live Tracking

You can go both ways: be a company that solely provides shipping solutions to individuals or join forces with online stores to provide them with shipping solutions.  

If you go with online stores, your unique selling point will give you an edge over other shipping solutions that they can choose from.

Better Customer Service

Your live tracking feature can help online stores provide better customer service, thus retaining their customers and building a loyal customer base in the long run.  On the other hand, if you decide to operate as a streamlined shipping solutions company for individuals, then real-time tracking can come in handy as you can offer this to your customers. 

Better Parcel Tracking

If someone wants to send a parcel to a place that is remote, then you can track the parcel in-real time and update the tracking information for the sender to keep tabs on. As the tracking happens directly in the SugarCRM mobile app, your employees will have an easy time checking off the parcels they deliver every day. They don’t have to do anything extra; they only need to use one app in the field to check for parcel details, customer details and update the deliveries they complete.  

If they are making deliveries in an area that doesn't get decent internet service, live tracking functions offline as well, with automatic sync when it is back online. 

The other benefits of the SugarCRM mobile app are not simply limited to the fact that you have your CRM in the pockets of your employees. After all, technology is only as good as what you make of it.

A Final Word

Shipping companies are not limited to taking a parcel from one place and delivering it to another. They play a significant part in the supply chain of stores and they are the face that customers actually see for a store that they cannot physically go to. It would not sound far-fetched to say that they are the sole reason why online stores even exist.

With breakthrough technology revolutionizing the industry, it is more than necessary to bring something special to the market. A CRM mobile app with real-time tracking might just be it! 

When it comes to modern CRM technology, there's good and bad news. The good news is that CRM is now the largest software market. The bad news? CRM is now the largest software market. I know. Mind-blowing, right?


Let me break it down for you. Today, we have dozens of CRMs flooding the market, and while that means that users have more choices it also means that there is a lot of noise and confusion. Which CRM has the best price? Which one is more secure? How user-friendly are they? Which one will offer the best ROI?

With those questions in mind, we’ve created the CRM Impact Score survey that will help you discover how your CRM compares to other organizations. The CRM Impact Score calculator will help you see how effectively you are maximizing the use of your platform, and spark actionable ideas on how to improve.

Take the Survey

We base our findings on the 5 core components that we consider every CRM should have: user adoption, security, functionality, automation, and data quality. 

CRM 5 core components


Let’s dive into these components that affect how much value people are getting out of their CRM.

1. Stellar User Adoption

There are always ways to improve user adoption and to increase ROI. When it comes to your CRM, user adoption is one of the biggest challenges. The lack of adequate user adoption results in the failure of most CRM implementations (more than 50% failure according to Forrester). Visual representation of data is critical to get your employees to embrace your CRM and improve their efficiency. An improved visual interface combined with the quality data you migrate into your CRM will improve user adoption and productivity.

Here are a few tips to do so:

  • Access all reports in your CRM instead of spreading them out in separate software and spreadsheets
  • Limit the numbers of required fields
  • Designate a CRM champion to get team buy-in
  • Update all nomenclature to match internal lingo

2. Great Security 

As data privacy (GDPR) and cybersecurity measures are increasing, we found security has become an important factor for return on investment (ROI). Companies need to have appropriate security practices in order to be able to make sure that their CRM can be used correctly. Often, companies are sensitive about adopting CRM due to poor security practices. They’re nervous about storing sensitive data on a system that could expose them to risks. Here are some good starting points to improve security:

  • Set up access permissions based on roles
  • Implement password rules (length or character requirements, expiration dates)
  • Create a standard procedure for revoking access
  • Implement Single Sign On (SSO) or Two-Factor Authentification (2FA)

3. Valuable Functionality

What can your CRM system do? Can you add additional functionality? Can you automate a process, or add a feature that you need and would give you additional value? All of these are valuable questions that, once answered, will help define your CRM’s value to your organization. Improve functionality by:

  • Focusing on core functions of CRM rather than bells and whistles
  • Considering all departments that are using CRM and how functionality fits into their specific use cases
  • Optimizing over time instead of a plug-and-play approach

4. Business Automation

With the right automation, CRM can save businesses a significant amount of time and money. CRM has evolved from being just a big database to a crucial business automation tool. Make sure that your CRM works together perfectly with your marketing automation tool to achieve the automation of business processes that your organization needs so badly:

  • Look at CRM as an automation powerhouse instead of as a business Rolodex
  • Have an overview of the entire customer lifecycle and add automation for marketing, finance, customer, and support (rather than just sales)

5. Amazing Data Quality

A component that truly elevates a CRM from a big database to a customer intelligence platform is the ability to generate actionable insights. Quality data is paramount for any organization. If you don’t bring good data into your system then you won’t have reliable reports and analytics coming out of it. Be sure your CRM can apply artificial intelligence to recognize patterns in customer behavior and recommend actions for the best-predicted outcome.

Here is how you can improve data quality:

  • Look at integrations to boost ROI
  • Give CRM access to all customer-facing teams
  • Provide offline and mobile access to data to improve data accuracy
  • Create reports that check for outdated information

These five core components working together can create the perfect CRM system.

Concluding Thoughts

There are many other factors to take into consideration when measuring your CRM’s value and capabilities. But if these components are in place, your CRM should be working at full capacity.

Not sure if it does? Then don’t hesitate to take our CRM Impact Score survey here. Complete the test, and a member of our team will reach out to you to discuss your results and help you improve your CRM environment.

For any other CRM questions, please feel free to contact us.


This article was originally published on the W-Systems Blog.

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