Easyweb Digital creates simple yet sophisticated public information systems utilising digital displays, touchscreen interaction and Wi-Fi environments for business, government and communities.

My client was seeking a single integrated CRM system to manage clients, agreements, cases and sales processes.

After investigating popular off-the-shelf Case Management and Ticketing Solutions, it was clear that nothing suited Easyweb’s end-to-end requirements.

The solution was to take the powerful and extendable SugarCRM platform and customise it as follows:

• Implement a new Agreements module plus additional subsidiary modules to capture a customer’s services, equipment, sites, reporting requirements and contractual SLA response times.
• Customise the Case module to support SLA timers, alerts, tracking and reporting.
• Management reports and real-time alerts to monitor customer support cases and SLA breaches.
• Custom reports and schedules to periodically email SLA performance reports to customers.
• Seamlessly integrate the flow of information between sales and service processes to eliminate duplicate data entry.
• Customised dashboard widgets to display case summaries and SLA statuses on wall mounted T.V.
• Mobilise client, case and kb information for field technicians.