SMSClub CRM integration

SMS is the cheapest way to stop a customer forgetting about an order. The problem is never the messages themselves — it is who sends them. When an operator copies a phone number into the SMSClub cabinet by hand, some customers get nothing and others get the message a day late. The X10 CRM integration takes the human out of that chain: the message is bound to the lead status and goes out by itself.

#What the integration gives you

Messaging stops being a separate job. You describe once what goes out on which status, and from then on the system does it for every lead — the one an operator just confirmed and the one a carrier's tracking moved to «shipped» at three in the morning.

• SMS on status change — a trigger is attached to one funnel status and fires for every lead entering it.
• Message templates — the text is written once, lead data is merged in at send time.
• Waybill number in the text — as soon as the label is created the customer has the tracking number and follows the parcel themselves.
• Branded sender name — the SMS comes from your shop's name, not an unfamiliar number.
• Delivery reports — the status of each message comes back from SMSClub and is visible on the lead.
• Bulk campaigns — sent to a filtered selection of leads, using the same templates.
• One event feed — SMS sit alongside calls, comments and status changes instead of living in a separate cabinet.

#SMS triggers on lead statuses

A trigger is a pair: status plus template. The lead enters the status, the message goes out. Nobody clicks anything, and it makes no difference who moved the lead — an operator, a bulk action, carrier tracking or a marketplace integration.

1. 01

   The operator confirms the order

   The lead moves to «Confirmed» and the customer gets an SMS with the order number and total — a written record of what was agreed on the phone.

2. 02

   The packer creates the waybill

   The lead becomes «Shipped» and the tracking number is merged into the message.

3. 03

   The parcel reaches the branch

   Carrier tracking moves the status by itself, and the trigger sends a reminder to collect the order.

4. 04

   The customer has not collected it

   One last reminder goes out before the automatic return — the cheapest way to save the sale.

That last step is usually the reason SMS gets switched on at all. A parcel that sits at the branch until it is returned costs more than several hundred messages: you have already paid for shipping in both directions and put the goods back on the shelf.

#Templates and message length

The template text is written once and lead data is merged at send time: order number, customer name, total, waybill number, branch. One template therefore serves the whole funnel rather than one customer at a time.

Замовлення №1024 прийнято. Сума 1 290 грн. Менеджер зателефонує протягом години.

Замовлення №1024 відправлено. ТТН 59000123456789.

Посилка за замовленням №1024 чекає у відділенні №15. Останній день зберігання — 05.09.

Length matters for the bill. A message written in Cyrillic — which is what your Ukrainian customers should be getting — fits 70 characters in a single SMS; anything longer is split into 67-character parts, each billed separately. A 150-character text is three messages on every single order, so polite but empty phrases are worth cutting from the template on day one.

#Waybill and parcel-status SMS

The most valuable messages are the ones no human sends. With Nova Poshta, Ukrposhta or Meest switched on, tracking moves the lead through the funnel and the status change fires the SMS trigger. The result is a chain in which the customer receives the tracking number, a reminder that the parcel has arrived and a warning about the last storage day — without a single click from your team.

• Tracking number right after the label is created — no more «where is my order» messages in your Instagram inbox.
• A reminder when the parcel arrives — the single most visible lever on collection rate in cash-on-delivery ecommerce.
• A warning before the automatic return — a last attempt to save an order whose shipping you have already paid for.
• No duplicate sends — the trigger is bound to entering the status, not to every tracking refresh.

#Delivery reports

SMSClub returns the status of every message and it is visible on the lead. That is not decoration: undelivered SMS are the fastest way to see that bad phone numbers are piling up in your base — and which lead source is supplying them.

A steady share of undelivered messages is a reason to clean the base rather than raise the messaging budget: the lead card shows where each number came from and who entered it.

#A sender name instead of a number

In Ukraine the sender line of an SMS can be a name — your shop's — instead of a phone number. It is registered by SMSClub with the mobile operators; from you it needs the name itself and proof that you are entitled to it. The difference is real: a message from a brand the customer recognises gets opened, a message from an unknown number mostly does not.

#Bulk campaigns and the safety catch

Besides triggers there is manual sending to a selection: filter the leads in the dashboard — everyone who bought a consumable six months ago, say — and send one template to the whole list. Same mechanism as a trigger, only you pull the lever.

#What you need to connect it

• An SMSClub account and the API key from its cabinet
• A registered sender name
• A funded balance — the CRM sends messages, it does not buy them for you
• The list of statuses that should fire triggers, and the template text for each
• Usable phone numbers in the base: the trigger sends to exactly the number stored on the lead

How statuses work and what else their changes set off is covered in statuses, groups and transitions; bulk sending is described in bulk actions. Our team wires the integration up during onboarding, and there is no separate charge for it — you pay only for the messages themselves at SMSClub rates.

#What it works with

SMS fills the gaps between touches the system already has: telephony, delivery and orders coming from marketplaces. A customer who received the waybill number by SMS calls far less often to ask where the parcel is — which shows up directly in your call-centre load.