CRM Systems Examples & How Furniture/Interior Firms Use CRM

Why Sales and Marketing Need CRM Tools: Personalized Marketing

“How many advertisements does a consumer see in a day?”

According to a paper by the Korean Society of Advertising, consumers are exposed to an average of 193.1 advertisements per day. When you are exposed to over 100 advertising messages daily without doing anything, you inevitably develop a high level of fatigue towards advertisements themselves.

Therefore, standardized messages in advertising are no longer effective in capturing consumers' hearts. You need to understand each consumer's preferences and send personalized messages to have a chance of success.

CRM tools are very suitable for this kind of personalized marketing. By using a CRM tool, you can not only manage customer information in one place but also easily understand the history of each individual customer. You can record details of previous consultations, customer preferences, and likes, and send personalized messages based on this detailed information.

“Personalized marketing improves conversion rates and purchase rates”

According to a survey by Evergage, 37% of respondents reported a 1-10% improvement in conversion rates through personalized marketing, and 39% reported an 11-30% improvement. This means that customized messages that accurately match customer needs and preferences have a positive impact on purchasing decisions. Customers react more actively when they are offered products they need or products that match their tastes at the right time, which directly leads to increased sales.

“You should start using CRM from the first sales meeting with a customer”

Chaerin Lee, CEO of Classum, stated, ‘It is very important to introduce a CRM system from the moment the first sales meeting with a customer begins.’ Managing customer data through CRM from the initial stage enables personalized follow-up sales and further improves sales performance.

Changes When the Furniture & Interior Industry Adopts CRM

1. Online Sales Case Study: Ohouse, LX Hausys Concierge Service

Ohouse, a leading online furniture and interior platform in South Korea, and LX Hausys, a prominent South Korean company specializing in building materials and interior solutions, have been providing personalized interior design suggestions through 1:1 concierge services. In particular, LX Hausys utilized CRM tools to deliver 3D interior images and product proposals after the 1:1 consultation.

• Automatically generate furniture quotations based on 3D interior simulations customized to the customer's preferences.

• Immediately send 3D interior images and quotations without the need to create separate quotations after the consultation.

• Actively encourage purchases from customers thanks to quick follow-up CRM messages despite non-face-to-face consultations.

Like Ohouse and LX Hausys, adding CRM to furniture consultation concierge services can actively push customers to make immediate purchases.

2. Offline Sales Case Study: Desker korea, Providing a Differentiated Customer Experience

How Desker korea Uses CRM for Offline Consultations

• Provide office interior 3D consultation services to visiting customers.

• Send quotations and 3D interior images after the visiting customer leaves.

• Offer discount rewards when clicking on the product list in the quotation, allowing purchase at a discounted price on the website.

Consumers looking to buy furniture often consult at one offline store and then visit other stores. Expensive furniture is usually not purchased immediately after seeing it at just one store.

As they visit multiple stores, consumers themselves can easily become confused about which brand was the best.

If they like multiple options, consumers start to feel indecisive. At this time, it is effective to immediately send quotations and the 3D interior project simulated with the customer based on the consultation details recorded in the CRM.

Providing a differentiated service that is difficult to experience at other stores strongly imprints on consumers and creates a secondary sales effect, increasing the probability of purchase.

How to Use Archisketch CRM Tool

When you subscribe to the Archisketch Business Plan, you can freely use all CRM features. The usage of the Archisketch CRM tool is as follows. *Contact us for Business Plan inquiries.

1. Log in with your Business Plan account.
   

2. Access Admin and click the CRM Consultation Management menu.
   The CRM Consultation Management feature is a premium feature offered only in the Business Plan. The CRM menu will not be visible when accessed with a regular account.

   

3. Click the [+New Consultation] button in the upper right corner - Start with a new project.
   If you need to conduct a 3D interior consultation with a new customer, click ‘Start with a new project.’ If you have a consultation history with an existing customer, click ‘Start with an existing project.’

   

4. Click ‘Search My House’
   Enter the apartment name and select the unit type in the area information. This allows you to provide a 3D interior service based on the customer's exact living space.

   

5. After conducting the 3D interior simulation according to the customer's preferences, click [Save] > [Exit].
   Click ‘3D’ on the bottom left to see a realistic 3D simulation as shown below.

   

   
   

6. Go back to the CRM menu in Admin. Click ‘Create Consultation’ under [+New Consultation]

   Enter the information of the customer you consulted with. It is good to enter the customer's budget and preferences in the memo section. (This allows you to create a product list tailored to the customer's budget and preferences later and send personalized messages.)

   

7. Click [Connect Project] to link the 3D simulation project created during the consultation process.
   Once all information is entered, click the [Create Consultation] button at the bottom right to save.

   

8. Once the consultation is created, click the [Share] button in the upper right corner to send a CRM message to the customer.
   You can send the 3D interior project created with the customer and the automatically generated quotation via text message, or email.

   

9. When CRM message sent to the customer, and the customer clicks ‘Download Quotation’ or ‘View 3D’, they can see the following information.

   

Archisketch as Seen by a Sales Representative at a Premium Furniture Select Shop

A premium furniture select shop utilizes Archisketch in their offline showroom. Wonji Oh, a manager in the sales team at STAY H, shared her thoughts on the Archisketch service:

• “Space styling consultations for furniture purchases usually take about 1 to 6 months. After introducing 3D interior consultations, the consultation time has been significantly reduced to about 2 weeks to 1.5 months.”

• “The churn rate is also close to zero, and even customers who initially left are making purchases again through non-face-to-face 3D interior consultations.”

• “As the consultation success rate has increased, my satisfaction has also risen, and I often feel rewarded when customers express their gratitude.”

CRM Marketing to Retain Hesitant Customers: Start Now

It will be a powerful opportunity to turn customers heading to competitor brands back to our brand.

Interior design contracts or furniture purchase consultations are processes that require considerable effort. It is unfortunate for anyone when a customer turns away despite an enthusiastic consultation.

However, by utilizing CRM at such times, you can recapture the hearts of customers who have left the store with personalized messages. Based on the customer's tastes, needs, and concerns identified through the consultation, send CRM messages containing customized 3D interior proposals and special discount quotations.

Don't miss the precious connection with your customers. CRM services go beyond simply sending messages; they can move the hearts of each individual customer. Start using CRM now and experience the amazing transformation of potential customers into actual buyers.

👉 Get a consultation for introducing the Archisketch Furniture & Interior CRM Tool - Please select ‘CRM’ as the purpose of introduction!