Why CRM belongs inside your commerce OS
In rentals and recommerce, CRM is more than contacts. You need consent tracking for GDPR, a full history of orders, and item-level usage so staff can find the exact product a customer used, check live availability, and even convert a rental into a sale with the right price at the right moment.
Core capabilities to expect
- Customer profiles with contact details and recorded marketing consent.
- Order history plus item usage, not just aggregate purchases.
- Fast lookup to answer requests like the same bike as last year.
- Inventory-aware workflows to reserve, rebook, or sell specific items.
From rental to resale
- Identify high-intent customers who want to buy what they tried.
- Surface item condition and cost basis to set a fair sale price.
- Attach quotes and receipts to the customer timeline for auditability.
Integrations that scale
- Capture consent across web, store, and support without duplicates.
- Send events to CDPs and messaging tools through APIs and webhooks.
- Centralize triggers so transactional and marketing messages do not collide.
A capable commerce OS CRM unifies people, items, and orders. It powers repeat bookings, personalized service, and rental-to-resale offers while keeping consent, history, and availability in one place.
