The system a retailer runs its customers and orders on: one record per customer, with orders, stock, loyalty, service and returns attached.
Retail and ecommerce
The same customer, online and in the shop.
Your website knows one version of a customer, your shop till knows another, and the person messaging you on WhatsApp about an order is a third. The retail edition of Yumin CRM joins them: one customer record carrying every order, every conversation, every return and every loyalty point, whichever door they came through.
Sound familiar?
Three things we hear from retailers.
01
The same customer is three customers
They bought online under one email, in the shop under a phone number, and messaged you on WhatsApp from a third. Your best customer looks like three occasional ones, the loyalty scheme never recognises them, and your marketing treats a regular as a stranger.
02
Order questions eat the day
"Where is my order?", "is this in stock in the Deira branch?", "can I exchange it?" arrive all day on WhatsApp, Instagram and the phone, and every one of them is answered by a person looking something up in another system. The answers are simple; finding them is not.
03
Stock is a promise nobody can keep
The website says available, the branch says sold out, and the customer finds out after they have paid or after they have driven over. Someone reconciles it manually at the end of the week, by which time the complaint has already been made in public.
What is included
Six modules, configured before you log in.
Module 1
One customer record
Customers matched and merged across email, phone, WhatsApp number, marketplace account and shop till, so one person is one record. Contact preferences, consent, addresses, language and the full history of what they bought, asked and returned sit in one place, and duplicates are caught as they are created rather than cleaned up annually.
Module 2
Orders across every channel
Every order as a record whatever its source: your website, the shop, a marketplace, a WhatsApp conversation or a phone call. Status, payment, fulfilment, delivery and returns move on the same object, and the customer's order history is one list rather than a set of exports from different systems.
Module 3
Products and stock visibility
Your catalogue with variants, pricing, promotions and availability by location, so the branch, the website and whoever is answering messages are all looking at the same number. Low-stock and out-of-stock signals go to the people who need them, and a product's history of sales and returns sits on the product record.
Module 4
Loyalty and repeat purchase
Points, tiers, vouchers, store credit and birthday or anniversary offers held against the customer rather than a card number, so recognition follows the person between the shop and the website. Lapsing customers are visible before they are gone, and the Growth cloud shows repeat rate, basket value and cohort behaviour.
Module 5
Service, returns and exchanges
Returns, exchanges, warranty claims and complaints as cases on the same record as the order they relate to, with a status the customer can be told without anyone guessing. Queues, ownership and escalation mean a complaint does not sit unanswered because the person who saw it first was on a day off.
Module 6
Marketing and segments
Segments built from actual behaviour: bought this category, has not bought in ninety days, spent above a threshold, abandoned a basket, holds unused store credit. Campaigns go out over WhatsApp, email or paid social to people who opted in, and what they did next is written back to their record.
Five things that run themselves on WhatsApp
Illustrative. These are the five workflows we set up most often for a retailer. Yours are configured to your own products, branches and wording before go-live.
An order is placed, on any channel
Confirmation with the items, the total and the order reference, from your official number.
The order ships or is ready to collect
Tracking or the collection branch, hours and what to bring, without anyone being asked.
Delivery is attempted or completed
A status message, and a reply route straight to a person if something went wrong.
A few days after delivery
A check-in offering an exchange or a return, which opens a case rather than an argument.
A customer has not bought for a set period
A single, opted-in offer or reminder, with the response written back to their record.
Every row is a rule you can change, switch off or add to. Nothing sends without your templates being approved first, and a customer's reply comes back to a person in the shared inbox.
Add the parts your customers see.
Yumin Connect gives you one official WhatsApp number, a shared inbox, a catalog customers can buy from inside the chat and click-to-WhatsApp ads. Yumin Answer handles the stock and order questions at midnight. Yumin Social creates and publishes your posts, and Yumin Events runs your launches and in-store days.
Questions retailers ask
Does it replace our online shop or our till?
No. Your shop platform sells and your till takes payment. This sits above them holding the customer and the order, so the same person is recognised wherever they buy. Our team in Dubai connects the systems you already run rather than asking you to replace them.
How does it know two records are the same person?
By matching on phone number, email, WhatsApp number and other identifiers you choose, with rules you set for what merges automatically and what a person checks first. Merges are reversible and recorded, because a wrong merge is worse than a duplicate.
Can customers order over WhatsApp?
Yes, with Yumin Connect. Customers browse a catalog inside the chat, build a basket and pay without leaving the conversation, and the order lands on the same customer record as anything they bought on the website or in the shop.
Does it handle multiple branches?
Yes. Stock, orders, staff and service queues are held by location, so availability is answered per branch and performance can be seen per branch. A customer served in one shop is still the same record when they walk into another.
What does the retail edition cost?
Get a quote. It depends on your order volume, how many people need a login, which of the six functional clouds you switch on and the integration work with your shop platform and till. Build the shape in the calculator and send it on WhatsApp for a written quote the same day.
One customer record, whichever door they came through.
Tell us what you sell, how many branches you run and what your website is built on. We come back the same day with how we would configure the retail edition and a written quote.
Or call +971 50 688 7063, Monday to Friday, 9am to 6pm Dubai time.