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.