Case of SP "Mosaic": we no longer lose a single client thanks to RetailCRM

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"Mosaic" is a chain of flooring stores in Nizhny Novgorod. You can buy the company's products in two showrooms in the city center, as well as order on the website.

During the pandemic, "Mosaic" began to actively developkuwait phone numbers online sales - in the online store and messengers. But employees communicated with customers from personal phones and could miss the message. Because of this, they lost up to 30% of customers.

How the company solved the problem and improved the quality of service - we tell in the case.
“We lost 30% of clients because managers communicated from personal phones”

“Thanks to Chats, we do not miss a single client”

Message templates help standardize communications and simplify them

“Triggers and bots are our assistants, together they work to improve the quality of service”
"We lost 30% of clients because managers communicated from personal phones"
"Mosaic" has been operating in the DIY market for 12 years. During this time, the company has sold 500,000 square meters of flooring and opened the largest store in Nizhny Novgorod, with an assortment of more than 3,000 products.
Assortment of goods in the showroom of SP "Mosaic"
Assortment of goods in the showroom of SP "Mosaic"
The competitive advantage of "Mosaic" is high-quality materials from leading manufacturers and natural lighting in showrooms. It allows you to see the real color of the flooring.
"Quality lighting is a pain when choosing a floor covering, so we maintain a level of natural daylight in our stores. We want customers to feel comfortable, spacious and choose the color that will actually come to their home" - Denis Dudkin, founder of the joint venture "Mosaic"
Until 2020, the share of offline purchases was 100%, goods were sold in Nizhny Novgorod and the region. But when the pandemic came and stores were closed, the company began to actively develop the online direction. The sales geography was expanded, and Mosaic began to deliver floor coverings throughout Russia.
Catalog on the website spmozaika.ru
You can choose the coating and leave a request on the company's website spmozaika.ru
"Before the pandemic, we only sold offline. We have a product that people want to see in person and touch with their hands. Now the share of offline purchases is 75-80%. We use all modern tools to increase sales through online channels.

Most customers come from the website. There we have about 20-25 thousand unique visitors per month. But we want to take not by numbers, but by increasing the conversion to purchase"
Denis Dudkin
Denis Dudkin
Founder of the joint venture "Mosaic"
Managers consult clients via messengers - WhatsApp and Telegram. Previously, employees communicated with customers from their personal phones, and the manager could not control this process in any way. Managers could get distracted, miss a question or forget about it. As a result, it turned out that the company lost 30% of customers - every third message remained unanswered.

In addition, contacts of potential customers were not saved in the database and they were not worked with in any way. For example, if a person contacted with a question, but did not place an order, they were not contacted again.
"It was a pain because it was impossible to control and systematize communications with customers in personal correspondence. And most importantly, there was no customer base. Managers saved information only about those who bought, and we lost potential customers. I wanted to leave this, but I didn’t know where to, and I looked for different ways"
The company needed a system with a simple and intuitive interface that would allow it to combine communications into a single window. We tested several services and settled on RetailCRM.
"First we tried Wazzap. It didn't have a single window, and managers had to switch between channels. Then we tested Bitrix for several months - it turned out that for us it was an extremely complex CRM. But we needed a convenient, comfortable and understandable one, so that the guys would easily switch to it from the first day of work.

At the beginning of the journey, you don't know what capabilities the system has, what you can do in it. It's great that RetailCRM specialists showed us as many tools as possible and we tried them during the free trial. That's how we realized that RetailCRM is what we need"
Denis Dudkin
Denis Dudkin
Founder of the joint venture "Mosaic"
Don't lose clients in correspondenceCombine social networks and messengers in a single window. Save clients to the database, place orders in chats and connect bots to respond faster.
Connect14 days ★test period
"Thanks to Chats, we don't miss a single client"
In RetailCRM, we connected the Chats module and set the maximum dialogue processing time to 20 minutes. The system warns when the time is about to expire and highlights chats that require attention. This helps managers not to miss messages from clients and not to forget about them.
Increase sales in chats and grow a loyal audience

System warning
System warning about message response time expiration
Now, in a dialogue with a client, the manager only needs to press one button and save it to the database. The entire correspondence history is automatically linked to the client card. This helps not to lose a single lead and bring them to a purchase.
Chat window in RetailCRM
"Our deal lasts on average 40-45 days. We warm up clients, support them, try to increase the conversion to purchase. All this work is now going into chats. Consultations, discussions, commercial offers, contracts, invoices - we fully formalize the deal through messengers"
To respond to clients faster, we connected an automatic dialog distribution bot. It assigns incoming messages to managers based on their status in the system and workload. If an employee cannot respond, the bot sends a message to the client that they will be contacted in the next few minutes.