CRM and Business Intelligence Solutions in China

QPSoftware, a digital agency founded in 2009 and based in Shanghai, builds CRM and business intelligence solutions for companies operating in China. For LVMH Watches & Jewelry, we built MYKE, a custom CRM deployed in more than 30 stores in China, Taiwan and Hong Kong. For Schneider Electric, we built ZEST, a productivity management tool with real-time KPIs. We analyze the demands of your business, then create the tools that boost your productivity and your sales.

CRM and business intelligence: what we build

We work on two connected fronts, with the latest business intelligence tools and CRM development tailored to your needs.

• A CRM that fits your sales process. It tracks every interaction with your customers, so your team can anticipate their needs, reduce the impact of the critical points in the sales process and build loyal relationships. Our custom CRM development starts from your process, not from a standard tool.
• Business intelligence that turns data into decisions. Dashboards and KPI reports gather the data of your CRM, your ERP, your stores and your production lines. Our work on business intelligence in China covers Tableau and Power BI dashboards and custom productivity tools.

A well-tailored CRM reduces costs and time, and increases profits and efficiency.

How CRM and BI integration works

Your CRM acts as a data provider for your BI system: the more complete your customer data, the more useful your reports. This integration is especially valuable for sales, because you see which stores, products and teams perform, and where to act.

MYKE shows it in practice. LVMH wanted to standardize how its stores collect customer data and to improve its traceability. In-store vendors share customer information between three houses, Zenith, Hublot and TAG Heuer, in China, Hong Kong and Taiwan, and the CRM generates KPI reports on retail store performance and metrics on customer behavior.

Customer data in China: WeChat, WeCom and PIPL

• WeCom. When your sales team talks to customers on WeChat, the WeCom customer contact API lets employees add customers’ WeChat accounts as contacts, and lets your CRM read those contacts with their tags and notes.
• PIPL. Customer data collected in China falls under the Personal Information Protection Law. Processing needs a legal basis, such as consent or a contract with the customer, and the law sets conditions for sending personal information abroad, such as a security assessment, a certification or a standard contract. The 2024 provisions on cross-border data flows exempt some transfers, such as those needed to perform a contract with the individual.
• BI tools in China. Microsoft Power BI is offered in China as a separate Power BI service operated by 21Vianet, a local operator, and some features of the global service are not available there.

We take these rules into account when we decide where your CRM and BI data live and who can access them.

CRM and BI projects we delivered

• MYKE for LVMH Watches & Jewelry. A custom CRM developed on Drupal with customized modules, a back office with permission settings for multiple users, KPI reports and ongoing maintenance. LVMH then entrusted us with a new version of MYKE, with in-depth tools and enhanced visuals.
• ZEST for Schneider Electric. A productivity management tool that tracks the productivity of more than 150 employees on 4 production lines, with automated SAP imports and daily and monthly productivity calculations.
• Mageba. Web and mobile apps for an earthquake monitoring tool, with embedded Power BI dashboards for live data.

Guides on CRM, data and sales in China

• How to choose the right CRM to operate in China: the CRM tools used in China, and when to customize them.
• Top 5 solutions for the perfect omni-channel journey: make online and offline channels work together, with an integrated CRM and analytics back end.
• Our AI Sales Coach for sales team training: simulated customer conversations that score the quality of each exchange and coach your salespeople.