Everything you know about an outlet, on one screen
DigiTS Customer Connect gives sales, telesales and customer service a shared view of every trade customer — order history, outstanding balance, visit log, complaints, assets and conversations — so nobody has to ask the customer to explain twice.
Union Co-op Deira
CUST-00482 · Modern trade · Route DXB-07
MTD sales
38,420
Outstanding
4,280
Overdue
0
Open cases
1
Activity timeline
Invoice INV-88214
2h ago
AED 1,493.63 · Ahmed R.
Payment received
Yesterday
AED 3,000 cash · receipt RCP-4417
Shelf audit completed
2 days ago
Perfect store 82 · +6 pts
Case raised
3 days ago
Chiller not cooling · SLA 24h
What Customer Connect replaces on day one
The practical difference between running this process on paper and spreadsheets, and running it on DigiTS.
Customer history scattered across rep phones and email
One record every team reads from
Complaints resolved informally and forgotten
Tracked cases with SLA and resolution history
New outlets onboarded on paper over days
Digital onboarding with document capture and approval
Everything in Customer Connect
16 capabilities across 4 areas — configured to your operation rather than switched on wholesale.
01
The single customer record
One outlet, one truth — whoever is looking at it.
360° account view
Orders, invoices, payments, returns, visits, assets and cases in one timeline.
Credit & aging visibility
Live balance, credit limit and overdue position beside every interaction.
Contact & hierarchy management
Multiple contacts per outlet, and outlets grouped into chains and key accounts.
Outlet segmentation
Classify by channel, size, potential and service level to drive coverage rules.
02
Telesales & campaigns
Give the desk a reason to call and the data to close.
Call lists & scripts
Prioritised daily call plans with guided scripts and outcome capture.
Order capture on call
Raise orders against live pricing and stock during the conversation.
Dormancy & win-back
Automatically surface accounts whose ordering has stopped or slowed.
Campaign execution
Push targeted offers to selected segments across telesales, field and portal.
03
Service & complaint handling
Close the loop on problems before they cost you the account.
Case management with SLA
Log, assign, escalate and resolve complaints against defined response times.
Field-raised cases
Reps raise issues from the outlet with photos, straight into the queue.
Resolution history
Every past issue visible so recurring problems are recognised as such.
Satisfaction capture
Collect feedback after resolution to measure service quality.
04
Onboarding & compliance
Bring new outlets on properly, the first time.
Digital outlet onboarding
Capture details, trade licence and documents in the field with approval workflow.
KYC document storage
Keep licences, VAT certificates and agreements attached to the account.
Geo-tagged outlet master
Accurate outlet locations that feed journey planning and delivery routing.
Duplicate detection
Prevent the same outlet being created twice across teams.
What operations teams notice first
Fewer repeat explanations
Any team member can pick up the relationship with full context.
Faster outlet activation
Digital onboarding turns a multi-day paper process into a single visit.
Earlier churn warning
Dormancy detection surfaces slipping accounts while they are still winnable.
Customer Connect works with the rest of the platform
Same customers, same SKUs, same pricing — so adding a module is configuration, not a second integration project.
Customer Connect — common questions
Is Customer Connect a full CRM?
It is a CRM built specifically for trade distribution rather than a generic sales CRM. It centres on the outlet — order history, credit, visits, assets and complaints — instead of on long-cycle opportunity pipelines, and it shares master data with SFA and the B2B portal.
Can telesales place orders directly?
Yes. Telesales agents raise orders during the call against live pricing, promotions, stock and credit rules — the same rules the field rep and the portal apply.
Does it work with our existing ERP customer master?
Yes. The customer master can be owned by your ERP and synchronised into DigiTS, or new outlets can be onboarded in DigiTS and pushed to the ERP after approval.
See Customer Connect running your operation
A 30-minute walkthrough using your product hierarchy, your pricing rules and one of your real routes — not a generic demo dataset.
Or email sales@digitsrtm.com