CRM in ERP
Case: CRM in ERP
In 2021, we were approached by a client representing a conglomerate of companies in the field of gas and electricity distribution services to develop a custom CRM system. At the time of the first contact, these companies used disparate ready-made software, such as Bitrix24 and Microsoft Dynamics, that were difficult to synchronize with each other.
CLIENT
The client's conglomerate included 17 companies that had to use 11 separate software products, which significantly complicated work processes and made them longer. Since the client’s business was constantly expanding, it needed a comprehensive CRM solution for sales managers, marketing managers, contact center managers, and department managers. It would automate these processes and minimize the influence of the human factor on the financial side of working with contractors and contracts.
GOALS AND OBJECTIVES
The resulting custom CRM SaaS software had to:
- create and maintain a common client base, contact persons, and contact data within one environment to ensure quick access to it at any time;
- introduce standardization of work with clients thanks to the creation of clear interaction processes and registration of all incoming and outgoing contacts;
- improve the quality of customer service and, as a result, increase sales efficiency and customer loyalty;
- ensure effective use of the marketing system;
- customize according to client needs;
- have a convenient interface with the ability to adapt UI/UX to the end user;
- provide functionality for creating and assigning tasks for company employees;
- comply with GDPR and the NIST security standard;
- be able to be used both within the client’s companies and sold on a subscription basis to partner companies in the EU.
SOLUTION
Our team was aimed to build a comprehensive SaaS CRM software that would cover all the company’s business processes and provide customization opportunities for a specific business niche. Let's find out which approach helped us achieve our goal.
Team composition
The approved team composition included the following specialists:
- Delivery Manager;
- Project Manager;
- Product Portfolio Manager;
- Product Manager;
- Senior UI/UX Designer;
- UI/UX Design Lead;
- 2 Senior DevOps Specialists;
- ERP Solution Architect;
- 11 Backend Developers;
- 5 Frontend Developers;
- 2 AQA;
- Manual QA Specialist;
- Account Manager;
- System Security Specialist.
Development approach
We settled on the So-called Agile PO/PM management methodology and introduced parallel development streams where the Product Increment structure was about 8-13 sprints, and the scope of work was clearly agreed upon with the client. For the UI/UX process, we used the UI/UX Nieelson Norman standard and IBM design thinking methodology, and for the Product Discovery process, we adopted the Double Dimond, Design Thinking, Jobs-to-be-Done (JTBD), and User Story Mapping methodology.
Technologies and tools
Our core technology stack for this SaaS CRM included the following programming languages and tools:
- Java
- PHP
- Node.js
RESULTS
The development of MVP took our team 1.5 years, and currently, this product version is actively used by the client’s companies. At the same time, we continue to work on a full-fledged version of the custom CRM SaaS platform so that the client can supply it to its partners on a paid subscription basis.
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Case: CRM in ERP
In 2021, we were approached by a client representing a conglomerate of companies in the field of gas and electricity distribution services to develop a custom CRM system. At the time of the first contact, these companies used disparate ready-made software, such as Bitrix24 and Microsoft Dynamics, that were difficult to synchronize with each other.
CLIENT
The client's conglomerate included 17 companies that had to use 11 separate software products, which significantly complicated work processes and made them longer. Since the client’s business was constantly expanding, it needed a comprehensive CRM solution for sales managers, marketing managers, contact center managers, and department managers. It would automate these processes and minimize the influence of the human factor on the financial side of working with contractors and contracts.
GOALS AND OBJECTIVES
The resulting custom CRM SaaS software had to:
- create and maintain a common client base, contact persons, and contact data within one environment to ensure quick access to it at any time;
- introduce standardization of work with clients thanks to the creation of clear interaction processes and registration of all incoming and outgoing contacts;
- improve the quality of customer service and, as a result, increase sales efficiency and customer loyalty;
- ensure effective use of the marketing system;
- customize according to client needs;
- have a convenient interface with the ability to adapt UI/UX to the end user;
- provide functionality for creating and assigning tasks for company employees;
- comply with GDPR and the NIST security standard;
- be able to be used both within the client’s companies and sold on a subscription basis to partner companies in the EU.
SOLUTION
Our team was aimed to build a comprehensive SaaS CRM software that would cover all the company’s business processes and provide customization opportunities for a specific business niche. Let's find out which approach helped us achieve our goal.
Team composition
The approved team composition included the following specialists:
- Delivery Manager;
- Project Manager;
- Product Portfolio Manager;
- Product Manager;
- Senior UI/UX Designer;
- UI/UX Design Lead;
- 2 Senior DevOps Specialists;
- ERP Solution Architect;
- 11 Backend Developers;
- 5 Frontend Developers;
- 2 AQA;
- Manual QA Specialist;
- Account Manager;
- System Security Specialist.
Development approach
We settled on the So-called Agile PO/PM management methodology and introduced parallel development streams where the Product Increment structure was about 8-13 sprints, and the scope of work was clearly agreed upon with the client. For the UI/UX process, we used the UI/UX Nieelson Norman standard and IBM design thinking methodology, and for the Product Discovery process, we adopted the Double Dimond, Design Thinking, Jobs-to-be-Done (JTBD), and User Story Mapping methodology.
Technologies and tools
Our core technology stack for this SaaS CRM included the following programming languages and tools:
- Java
- PHP
- Node.js
RESULTS
The development of MVP took our team 1.5 years, and currently, this product version is actively used by the client’s companies. At the same time, we continue to work on a full-fledged version of the custom CRM SaaS platform so that the client can supply it to its partners on a paid subscription basis.