Latest Projects
Custom CRM Development for a Telecommunications Provider
Overview: This ambitious project involved the design, development, and deployment of a custom CRM system, “ConnectFlow,” tailored specifically for a regional telecommunications company. The existing system was fragmented, leading to inefficiencies in customer service, sales, and technical support. The goal was to create a unified platform that provided a 360-degree view of the customer, automated key processes, and improved overall operational efficiency.
Key Implementations:
Requirements Gathering & Workflow Mapping: Conducted extensive workshops with sales, customer service, technical support, and billing departments to map existing workflows and identify pain points, leading to a comprehensive set of functional and non-functional requirements.
Modular Architecture Design: Developed a scalable and modular CRM architecture, allowing for future expansion and integration with other systems. The system was built using a modern web framework (e.g., Ruby on Rails, Node.js with React/Angular) and a robust relational database.
Core CRM Modules:
Customer Profile Management: Centralized customer data, including contact information, service history, billing details, and communication logs.
Sales & Lead Management: Tools for tracking leads, managing sales pipelines, generating quotes, and automating follow-up tasks.
Service & Support Ticketing: A comprehensive ticketing system for managing customer inquiries, technical issues, and service requests, with SLA tracking and escalation rules.
Billing & Subscription Integration: Seamless integration with the existing billing system to display customer invoices, payment history, and subscription details directly within the CRM.
Network Service Provisioning Integration: API integrations with network provisioning systems to allow customer service agents to view service status, initiate resets, and troubleshoot connectivity issues.
Reporting & Analytics Dashboard: Developed custom dashboards and reporting tools to provide insights into sales performance, customer service metrics, and churn rates, enabling data-driven decision-making.
User Training & Rollout: Provided extensive training to all affected departments, including hands-on sessions and detailed documentation, to ensure a smooth transition and high user adoption.
Outcome: The telecommunications company now benefits from a highly efficient and integrated CRM system. Customer service response times have significantly decreased, sales teams are more productive, and the unified view of customer data has led to improved customer satisfaction and retention. The automation of routine tasks has freed up staff to focus on more complex customer needs.
