Green Isle Application of CRM in Green Isle

Indian Institute of Plantation management

Presented by :• Kangkan Pratim Dutta• Indrajith Paul• Prabhat Chaturbedi• Basanta Boniya• Arun Prasad

We are back…..

CRM OBJECTIVES

• To identify, focus on and retain key customers.

• To provide superior service to customers in addition to

the benefit of the core product.

• To develop and maintain a loyal customer base. 

• To develop customer’s profiles.

• To improve managerial decisions and workflow.

CRM PLAN

• In Green Isle, CRM could be applied to develop and maintain a list of

customers, with their telephone numbers, favorite tables.

• Green Isle will provide various value added features 

• Green Isle will train its wait staff to recognize regular customers and give

them special greetings and gifts. 

• Green Isle will offer "specialdiscounts" and other benefits, and it may offer

bonuses and recognition to its employees who follow the CRM plan and

obtain positive customer feedback. 

Green Isle(before)

Green Isle after extension

CRM IMPLEMENTATION

• The restaurants today face growing challenge • The challenge is further compounded by a

rapidly changing cuisine preferences and eating habits

• Restaurant CRM can help improve: restaurant's capability to analyze & understand the differences in its customers' behavior , preferences, habits and needs and thus create opportunities to serve them better

RayMedi RPOS CRM sofware

• Green Isle will manage its operations,

financial accounting and promotional activities efficiently through this tool.

• It will cover recipe management, purchase, inventory, table layout, pricing, kitchen order tracker, billing, food cost, kitchen display to operate a successful restaurant.

RayMedi RPOS

Management Department

Social networking-

• Feedbacks• Fan of the week• Favourite dish of customers• Food pictures• Best item of the week etc.

• Updates to existing customers• Discounts(25-30% discounts during happy

hours) * conditions apply• Special items of the day

Value added offers• Free beverage on 10th visit• Free carry away menus/online menus• Place your orders by giving miss calls(*condition

apply)• Calling customers on : Birthdays /Anniversaries

/occasions • Discounts on grand parties and receptions• Greeting with a rose and news papers during

breakfast• Music on demand

Customer centric programs

• Feed back forms

Name Phone Number Birthday/Anniversary

Ratings- * (1) ** (2) *** (3) **** (4) ***** (5)

Feedback

Case study• Her name is Banashree Choudhury• Regular breakfast customer• Fav- chicken club sandwish and cappacinno(Rs-190)• But she comes with Rupali, she orders tomato soup(Rs-90/2)• Why???• Rupali never pays

• Solution- discounts to Banashree on her visit with Rupali

• Outcome she have her regular meal where as Rupali prefer to stay with the soup.

• Profit plus Happy Banashree

SCM Department

• Handle procurement and supply chain process efficiently.

• Customizable purchase supports, user defined calculations like

discount, tax, freight charge, coolie, demurrage or any other expenses

which lead to exact amount get posted to supplier ledger.

• Comprehensive order management helps to automate reorder process.

• Immediate access to analytical data of supplier like previous purchase

history, outstanding to supplier, turn around time for products

supplied by supplier.

• Complete and effective control with relevant checks on

Purchase order (PO) vs Goods Inward Note (GIN). Excess or

Short supply and other discrepancies can be managed with

right checks and balances.

• Purchase return and damage return can be adjusted at time of

purchase entry.

• Options to keep a certain purchase invoice on hold until

discrepancy in it are solved.

Order & Delivery Management

• Call centre module for telephonic order taking and

handle delivery with ease

• Home delivery (Hd) within 8 km radius.

• Will provide free goodies esp. for kids if order is of

Rs. 1000 & if there is no kids in then we will provide

French fries.

Case study

• Alternative relationships maintaining

• Procuring vegetables from Rakesh’s farm• But sometimes if Rakesh fails to supply we would contact Suresh.• How it works??

• Apart from just serving the customer and trying to give them the best services……..

We want the customer involvement at each level …………………….Cooking food and serving it…..is just not the job well done………………..Customer involvement should start from ordering the food and then even the style of cooking which he prefers……………………..

KITCHEN Management

A outer look from where initial believe of customers is maintained..

First….. look

• A multiple variety of quality food with the best and affordable quality standards……

• Separate kitchens

• A descriptive price menu with no hidden charges…………..We don’t want to burn a hole into your pocket after dinner.

• Customer has the right to decide even the sausages, stuffing and design of the food he wants to enjoy…………..

• A free dessert after food without paying a buck ,of your flavor is a token of gratitude from our side…………….

Steps adopted to involve….

• Out of the two varieties we serve …ie….Indian and Chinese…..Customers have a distinct choice of getting the serving plate or banana leaf .

• South Indian consumers will enjoy this effort exclusively…..• Gravy is going of be of your choice only……• The Chinese food with the same cultural balance is being

served along with chopsticks ,bamboo bowl.

Contd…….

• Without giving any trouble to you and your family members and at the same time without wasting your valuable time just tick on our credit rating system and a leave small message for us………….

On spot feedback………

Thank you