Challenge
The company’s legacy CRM had become obsolete, forcing them to purchase the source code to keep it operational. However, maintaining the system was becoming increasingly difficult, with limited support and no viable path for future enhancements. The business evaluated multiple off-the-shelf CRM solutions, but none offered the customization required to support their unique sales processes and customer management workflows.
As the company continued to grow, it became evident that the legacy system hindered productivity and efficiency. Sales reps needed a modern, intuitive platform that allowed them to process orders efficiently, manage customer interactions, and track opportunities with ease. Additionally, onboarding and training new team members on the existing system was cumbersome and inefficient, creating barriers to productivity.
To address these challenges, the company sought a custom-built CRM that aligned with its business model, streamlined operations, and provided scalability for future growth.
Solution
Technology Partners developed 360+, a fully customized CRM system designed to enhance sales efficiency, improve customer engagement, and modernize order management workflows.
The Order Entry & Maintenance feature provided a modernized workflow that allowed sales reps to process orders without relying on outdated legacy systems. This system quickly became the primary order entry tool, handling approximately 88% of all non-online orders.
The Quote Management System introduced personalized pricing, real-time inventory visibility, and seamless quote-to-order conversion, reducing friction in the sales process.
To improve communication tracking, the platform integrated with Cisco and Vonage phone systems, allowing direct call logging and automated event tracking. An Outlook plugin ensured that all customer emails were mapped to relevant accounts, providing a complete view of customer interactions.
To enhance sales planning and strategy, Technology Partners developed a dynamic customer list framework, enabling teams to create and share real-time customer insights based on geography, sales history, and engagement metrics. Additionally, the integration of Pyramid Analytics allowed for real-time reporting and data-driven decision-making.
A Google Maps-powered sales planning tool provided reps with an interactive, visual representation of customer territories, complete with intelligent visit planning capabilities based on key customer attributes.
The entire solution was built on a microservices architecture, using Java Spring Boot with Vue.js for the frontend and Oracle and Postgres databases for backend data management. The system was deployed using Kubernetes on Amazon AWS, ensuring high availability, scalability, and performance.
Results
The introduction of 360+ transformed sales and customer engagement, establishing a centralized, user-friendly platform that has become the company’s go-to system for order management, customer tracking, and analytics.
The platform’s widespread adoption across teams led to significant improvements in efficiency, onboarding, and sales execution. The ability to log customer interactions, track opportunities, and access real-time sales data enabled reps to make faster, more informed decisions.
With the transition from a monolithic system to a microservices-based CRM, the company now has a scalable and adaptable platform that continues to evolve, supporting future innovation and digital transformation initiatives.
Key Outcomes
- Became the company’s primary order entry and customer management system.
- 88% of non-online orders processed through the new CRM, reducing reliance on outdated systems.
- Improved sales planning and engagement with a dynamic customer insights framework.
- Enhanced communication tracking through integrated phone systems and email mapping.
- Provided a scalable, future-ready CRM platform, enabling continuous innovation.
