Manufacturing
Customer Lifecycle Management System for a Water Purification System Retailer
A Singapore retailer of water purification systems wanted to replace scattered spreadsheets and chat threads with one system covering the whole customer journey. Techzu designed and built a custom Customer Lifecycle Management system that connects lead capture, quotation, stock and installation scheduling, sales performance tracking, marketing analytics, and years of post-sale servicing.
Zero unclaimed leads
every enquiry auto-assigned by salesperson tier
One sales pipeline
for leads from web forms, Messenger, and manual entry
Live forecasts
for revenue, conversion, and commissions
All technologies used
Engagement model
About the customer
The customer sells purified water systems directly to consumers in Singapore. It has a sales team handling inbound leads across multiple channels, several showroom locations, and an in-house installation team.
Domain
Retail
Headquarters
Singapore
Company type
SME
The challenge
Leads arrived through Google Sheets and WhatsApp and were passed from marketing to individual salespeople by hand, with no structured tracking. There was no way to tell which campaigns were converting, no view of a salesperson’s pipeline beyond what they remembered, and no record of a customer’s status after the sale.
Sales leadership couldn’t forecast revenue or see who was performing and who was struggling. Nothing connected a sale to what came next: stock availability, installation scheduling, or the years of servicing a water purification system needs. Every lead and customer relationship lived in someone’s memory or a spreadsheet row.
The solution
At a glance
The retailer for water purification systems in Singapore had looked at generic CRM software in Singapore, but none matched how it actually sells, from first enquiry through quotation and installation to years of servicing and repeat purchases. Off-the-shelf CRMs handle leads, but not stock checks, installation calendars, warranty tracking, or recurring servicing. Techzu built a custom Customer Lifecycle Management software that joins sales, marketing, operations, and post-sale service into one continuous flow, with no manual re-entry between tools.
Lead capture and auto-assignment
Leads come in by manual entry, an embeddable web form on the company’s site, or a Facebook Messenger chatbot. Each is tagged to its product and placed on a Kanban pipeline. New leads are auto-assigned by salesperson tier (up to three tiers), so none go unclaimed and no one is overloaded while another sits idle.
Quotation, stock, and installation in one flow
Each customer record holds a full activity log of calls, WhatsApp messages, emails, and appointments. Salespeople create quotations in the system and convert them to sales orders without retyping. The order checks live stock, shows real-time installation slots tied to showroom and technician schedules, and books the installation on the same screen. Confirmed orders trigger invoice creation, with a built-in approval step before anything is finalised.
Sales visibility and incentives
Salespeople see their own conversion and sales forecasting, and team leads see the same rolled up across the team. A live scoreboard ranks salespeople by deals closed. Team leads can design incentive-driven campaigns for launches or promotions and view individual and team commission reports without calculating anything by hand.
Marketing analytics
Marketing can see performance by time period and product, comparing lead volume with actual sales conversion. Leads are segmented as cold lead, lead, or converted customer, and custom reports show which promotions turn into revenue. Showroom locations and scheduling are managed centrally in the same system.
Customer lifecycle portal
After the sale, customers log in with just their phone number and OTP. They can view warranty details, last and next servicing dates, and their exact product and model. When a service is due, they are notified and choose their own date and time. A product guide specific to what they own is searchable in the portal. Customers are alerted when a new product suits their purchase and can pay online and schedule installation in the same place. Purchases and referrals earn points that can be redeemed for vouchers or products.
Single admin panel
Acting as an appointment booking system, staff can manage servicing dates and appointments, warranty records, product uploads, targeted customer notifications, referral activity, and the points and voucher system from one panel.
Why it mattered
For a consumer sales business, an untracked or slow-followed lead is revenue that quietly disappears. Without measuring what converts, marketing spend is a guess. Structuring the journey with a custom customer lifecycle management system from first lead to years of servicing turns a one-time purchase into an ongoing relationship, with natural reasons to re-engage a customer through servicing reminders, new product alerts, loyalty points, and referral rewards.
For sales leadership, real visibility into pipeline, conversion, and individual performance means decisions based on data rather than gut feel or whoever spoke loudest in a meeting.
The outcome
Techzu helped the customer with workflow automation, moving from scattered spreadsheets and memory to a single connected system for the full customer lifecycle. Key results include:
01
One pipeline for leads from every channel, with auto-assignment
02
Real-time forecasts and commission reports for sales leadership
03
Campaign tracking that shows exactly what converts
04
Quote to installation in one flow, with live stock checks
05
Lasting customer relationships through servicing reminders, loyalty points, and referrals
05
One admin panel for the entire pre- and post-sale journey
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eCommerce Website Design
We design high-converting, user-friendly e-commerce Singapore websites tailored to your brand. From product display to checkout, every detail is optimized to drive sales and deliver a seamless shopping experience.
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