When a Small Retail Chain Operates Like a Corporation: The TechPro Mart Story

"The store was busy, but the data was chaotic" – that's how Doan Minh Khang (40 years old) describes the situation at TechPro Mart, a small electronics retail chain he built from scratch.

Every day, hundreds of customers come to buy or inquire about prices via Facebook, Zalo, and the website. But his marketing and sales teams worked separately, with data scattered everywhere.

He had tried using Excel, then individual CRM software, but no system could help him manage marketing, sales, customer care, and operations all on one platform.

"I wanted to know which store sold well today, which ads were effective, and which customers needed follow-up. But each question required opening 4-5 different tools."

A Turning Point: When Everything Unified in GTG CRM

In 2025, Mr. Khang moved his entire business operations to GTG CRM – a comprehensive AI-integrated platform.

"After just one week of trial, I knew this was exactly what I needed," he recounted.

AI Assistant – A True Virtual Assistant

As soon as he logged in, the AI Assistant in GTG CRM suggested automatic reports every morning:

• Yesterday's sales summary.
• List of customers with a high likelihood of repeat purchase.
• Best performing ads of the week.

No need to open Excel spreadsheets, he just had to ask:

"What percentage did sales increase this week compared to last week?"

and the AI Assistant answered instantly.

CRM Object – Transparent Customer & Transaction Management

All customers, invoices, and orders are centrally stored in the CRM Module.

Every time a customer makes a purchase at any branch, the system automatically creates an Invoice linked to the corresponding Contact.

Mr. Khang can view transaction history, purchased products, assigned staff, and even the initial contact channel (Facebook, Ads, Zalo...).

"Before, employees often entered order codes incorrectly or forgot to update payments. Now, just by opening the CRM, everything is visible, clear, and there's no room for arguments," he said.

Campaigns – AI for Smarter Advertising

The marketing department no longer has to guess which content or keywords are effective.

AI in Campaigns automatically suggests SEO-optimized titles, descriptions, hashtags, and keywords for each electronics product.

As a result, TechPro Mart has optimized its Google and Facebook advertising costs and can track the effectiveness of each campaign directly within the CRM – CTR, CPC, and ROI are all displayed in a single dashboard.

Messaging & Live Chat – All Channels, One Screen

Customers inquiring about prices on Facebook, sending messages via Zalo, or chatting directly on the website – all appear in one single place within the Messaging module.

AI even suggests quick replies: for example, if a customer asks "Is the LG air conditioner still available?" → the system provides a ready-made answer with a product link.

"We've reduced message response time by over 60%. Staff no longer have to jump between different apps," Mr. Khang stated.

Automations – Retaining Existing Customers

Every customer is automatically placed into a care workflow after making a purchase:

• Thank you email sent after 1 day.
• Warranty reminder message sent after 6 months.
• If the customer hasn't returned after 12 months, the system automatically sends a discount voucher for their next purchase.

Thanks to automation, TechPro Mart transforms one-time buyers into loyal customers – the repeat purchase rate has increased by 45%.

Support Center – Professional Complaint Resolution

Instead of letting customers complain through private messages, GTG CRM consolidates all requests into the Support Center. Mr. Khang can track the progress of each case and ensure all feedback is resolved within the deadline.

Results After 6 Months

• Total chain revenue increased by 38%.
• Customer repeat purchase rate reached 52%.
• Customer request processing time decreased by 60%.
• Financial & marketing reports are automatically compiled – no more "closing the books" every weekend.

Conclusion

Thanks to GTG CRM, TechPro Mart not only sells more effectively but also operates leanly like a large enterprise.

From marketing, customer care, invoice management to technical support – everything is connected on a unified platform.

"I no longer need 5 software programs. Now, I only need to open GTG CRM."

— Doan Minh Khang, Founder of TechPro Mart