In East Africa, we pride ourselves on “Customer Care.” We greet our clients warmly, we offer them a seat, and we answer their calls politely. But often, this care is reactive. We wait for the customer to come to us.
What if you could reach the customer before they even realize they need you?
This is the difference between “Customer Care” and “Customer Success.” And the secret to doing it lies in the data you already have inside your Maduuka system.
The Goldmine in Your Database
Every time you make a sale in Maduuka, you are not just recording money; you are recording a story. You are saving:
- Who bought the item.
- What they bought.
- When they bought it.
This information is powerful. If you know that Mama John buys a 50kg sack of rice every 30 days, and she last bought it 28 days ago, you can predict exactly what she needs today.
How to Use Maduuka to Predict Sales
You do not need a crystal ball. You just need to look at the Business History of your clients.
Step 1: Know Your Customer
Go to Sales > Customers in your Maduuka dashboard. Click on a customer’s name to open their profile.
Step 2: Check Their Purchase History
Click on the Business tab. Here, you will see a list of every invoice and item they have ever purchased from you.
Step 3: Spot the Pattern
Look at the dates.
- Does this pharmacy restock Panadol every two weeks?
- Does this farmer buy fertilizer at the start of every rainy season?
- Does this household buy a carton of milk every Friday?
The “Magic” WhatsApp Message
Once you see the pattern, do not wait. Send a targeted WhatsApp message.
Instead of a generic broadcast saying “We have stock,” send a personal note:
“Hello [Name], I hope you are well. I noticed it has been about a month since you bought your last stock of [Product Name]. Would you like me to reserve a fresh batch for you to pick up tomorrow?”
Why This Works
- It feels personal: The customer feels that you know them and care about their specific needs.
- It saves them time: You are reminding them of a chore they might have forgotten.
- It blocks the competition: If you reach them before they run out, they won’t go to the shop next door when they have an emergency.
Conclusion
“Customer Care” is answering the phone when it rings. Business Growth is making the phone ring.
Use the Customer History in Maduuka to stop guessing and start predicting. Your customers will thank you for the reminder, and your sales report will thank you for the extra revenue.