Case Study: Ms. Lan Anh - From Multi-Channel Management Chaos to Effective Sales with GTG CRM

In recent years, selling on multiple e-commerce platforms has become a popular trend. Instead of selling on just one platform, many shop owners expand to Shopee, Lazada, and TikTok Shop to reach more customers.

Ms. Lan Anh, 35, is one of them. She has been selling women's fashion online for nearly 3 years and currently sells her products on all three platforms. By effectively leveraging traffic from these platforms, her store has stable revenue and a high rate of returning customers.

However, as her orders started to increase, multi-channel selling also brought challenges she hadn't anticipated.

As orders grew, management became chaotic

Ms. Lan Anh has to process about 40–60 orders from three different platforms daily. What seems simple in theory is actually quite complex in practice.

Every morning, the first thing she has to do is log into each platform's management system sequentially:

• Shopee Seller Center
• Lazada Seller Center
• TikTok Shop Seller Center

She has to check for new orders, print shipping labels, cross-reference product information, and confirm orders.

Switching between multiple systems takes up a lot of her time. Sometimes, just checking orders can consume hours each day.

Multi-channel sellers often have to check orders on multiple platforms

Multi-channel inventory: a major pain point for online sellers

Ms. Lan Anh's biggest difficulty wasn't receiving orders, but managing inventory when selling on multiple platforms.

Her store has about 50 clothing designs, with multiple sizes and colors for each. The total number of SKUs actually reaches hundreds of variations.

The problem is that each e-commerce platform manages inventory independently.

Real-life example:

Her actual inventory has 50 products, but the platforms show:

• Shopee: 30 products
• Lazada: 30 products
• TikTok Shop: 30 products

If a popular product sells simultaneously on multiple platforms, the total number of orders can exceed the actual stock in the warehouse.

In such cases, she is forced to:

• Cancel orders
• Contact customers to exchange products
• Apologize for being out of stock

This directly affects the shop's rating and customer experience.

Warehouse staff also face difficulties processing orders

As the number of orders increased, Ms. Lan Anh hired additional warehouse staff to assist with packing and preparing orders.

However, since orders were spread across different platforms, preparing them also became chaotic. Staff frequently had to ask:

• Which platform is this order from?
• Where is the order ID?
• What is the product to be picked from the warehouse?

Simply cross-referencing orders with products in the warehouse took a considerable amount of time.

During peak days, errors in packing or order preparation were more likely to occur.

As tax regulations changed, issuing invoices became even more complex

In addition to order and inventory issues, Ms. Lan Anh also had to deal with the requirement to issue electronic invoices when customers requested VAT invoices.

Previously, whenever a customer requested an invoice, she had to:

1. Re-open the order information on the platform
2. Enter the data into the electronic invoice software
3. Double-check the products and quantities

This process wasn't overly complicated, but as the number of orders grew, manual data entry easily led to mistakes and took a lot of time.

She realized that if she wanted to continue expanding her business, she needed a system to connect all aspects of her sales operations.

GTG CRM – the solution to centralize all sales activities

After researching many multi-channel sales management tools, Ms. Lan Anh decided to try GTG CRM.

What caught her attention was that this system not only managed orders but also integrated inventory, products, and invoices within a single platform.

Creating warehouses in the system

The first thing she did was create warehouses in GTG CRM.

She entered basic information such as:

• Warehouse name
• Warehouse address
• Warehouse supervisor

As a result, all subsequent inbound and outbound warehouse activities were recorded in the system.

Creating products and SKUs

Next, she entered all her products into the Product Hub.

Each product was assigned a unique SKU, for example:

• DAM-LUA-D1
• AO-KHOAC-K2
• QUAN-JEAN-J3

Thanks to SKUs, the system can identify the same product regardless of which platform it is sold on.

This helps in more accurate inventory management.

Connecting Shopee, Lazada, and TikTok Shop

After setting up the warehouse and products, she connected GTG CRM to her sales accounts on the platforms.

Once the connection was complete, all she had to do was click the "sync" button, and orders from:

• Shopee
• Lazada
• TikTok Shop

would all be synchronized into a single interface.

Orders are aggregated into a single place

Order processing becomes simpler

After using GTG CRM, Ms. Lan Anh's sales process has changed significantly.

New process:

1. Orders appear on the GTG CRM dashboard
2. She changes the order status to waiting for pickup
3. The system creates a goods issue note
4. Warehouse staff prepare products according to the note

As a result, warehouse staff no longer need to check each platform but can work from a single interface.

Electronic invoices are generated automatically

Another feature that saves Ms. Lan Anh time is the automatic generation of electronic invoices.

She only needed to set it up once in the settings:

• Invoice creation time
• Invoice status
• Default invoice template

After an order is confirmed for shipment, the system automatically generates the corresponding invoice.

If an order's product quantity changes, GTG CRM also supports automatic adjustment invoices, making tax declaration more accurate.

Results after 6 months of using GTG CRM

After about half a year of using the system, Ms. Lan Anh has noticed significant improvements:

Time saving

She used to spend many hours each day checking orders on each platform. Now, everything is centralized on a single dashboard.

Savings: 3–4 working hours per day

Accurate inventory management

Inventory management has become more accurate. The system automatically updates stock levels after each order, significantly reducing instances of overselling.

Order cancellation rate decreased: from 8% to 2%

Improved ratings

Shop ratings on the platforms have also improved due to fewer order cancellations and more accurate deliveries.

More efficient staff

Her warehouse staff are also working more efficiently because they no longer have to manually cross-reference orders as before.

Conclusion

Ms. Lan Anh's story is a prime example of the challenges faced by many multi-channel sellers.

When order volume is low, manual management might still be manageable. However, as order volume increases and sales are made across multiple platforms simultaneously, the lack of a centralized management system will lead to chaotic business operations.

This allows sellers to operate their stores more efficiently and focus on business development rather than handling manual tasks.