Optimizing Customer Relationship Management With a Custom Solution

Technology

Optimizing Customer Relationship Management With a Custom Solution

02

Engineers

03

Months

70%

Increase in operational efficiency

Overview

The system registers companies with company-specific details and services or packages opted for. Services are of two types – onetime and recurring. A company may opt for a single service or a package containing multiple services. Based on the opted services, employees at Vaasist manage tasks and inquiries. Tasks and inquiries get auto-generated on monthly basis, based on their frequency.

Services

Rapid Prototyping, Rapid Application Development

Technology

Node.Js, React.Js, MongoDB, Apache

Location

Indore, India

Challenges

The company assigned tasks and inquiries manually to the employees and was dependent on a paper-based solution. There was no way of tracking tasks assigned to employees. The main challenge was the company’s hierarchy management, where only three levels of roles were dependent on each other and the others were independent.

Solutions

First, we built a dashboard where companies could be registered. Service and packages could be created and assigned to a company from the dashboard itself. A company was then assigned to a particular manager, account manager, team leader, etc. The assigned employees could then track their tasks and enquiries assigned. For recurring services, tasks and enquiries got automatically created which were handled by a CRON job. The whole system was hosted on a bare metal server where accounts were managed using a WHM cPanel. Apache was also used as a proxy server. Being a long-term engagement, this project is expected to have many more features in future scopes.

Modules implemented

Tasks & Inquiries Management

Users can efficiently create tasks and inquiries and assign them based on business rules and organizational structure.

Notifications and Mail Management

Administrators can configure the receivers for various emails and notifications, ensuring optimal and relevant information flow.

Role Management

Role management allows the client to manage granular permission without administrative and configuration overheads.

User Management

The application allows managing a user’s complete life cycle, from onboarding to exit from the organization.

Service and Package Management

The system offers visibility of available services and packages while allowing new additions and modifications as per the business requirements.

Company Management

This module manages the customers throughout their lifecycle. The application offers easy onboarding and service delivery management efficiently.

High Level Design Architecture

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The Result

Improved customer retention:- Helped keep track of customer interactions and preferences which ultimately helped in serving the customer better by providing upselling opportunities. Profit was up by 25% in the first year of implementation.
More efficient marketing: Helped create targeted marketing campaigns, and track campaign effectiveness.
Better collaboration:- The tool helped share customer information across departments and teams, which improved collaboration and reduce duplication of efforts.

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