Customer Relationship Management (CRM) Application
Client : FocalScope, Singapore
Industry : Customer Service
Odoo Implementation: Odoo Version 16 (Community Edition)
FocalScope is a help desk and contact center software powering your conversations via email, voice, SMS, live chat, and social media messengers such as Facebook, Telegram and WhatsApp. FocalScope aims to improve customer satisfaction and enhance team collaboration through its intuitive interface and comprehensive support functionalities. It caters to businesses of all sizes across various industries, providing them with the tools they need to effectively manage customer inquiries and support requests.
Challenges:
The customer encountered several challenges that necessitated the development of this CRM application. The lack of a centralized system to collect and manage leads from various external sources led to missed opportunities and inconsistencies in customer data. Manual data entry further compounded these issues, leading to errors and delays in the lead conversion process. Additionally, the absence of an integrated CRM workflow hindered the organization’s ability to efficiently track and manage customer interactions, making it challenging to provide timely and personalized customer service.
Solution:
To address these challenges, the CRM application was developed with several innovative features and solutions. Standardized APIs were designed to facilitate the collection of leads from various external systems into Odoo, ensuring consistency and accuracy in customer data. Custom modules were developed to extend Odoo’s functionality, adopting a modular design approach to ensure compatibility with future updates. Tailored CRM workflows were created to manage and convert leads into customers and contracts effectively. These improvements not only resolved existing issues but also opened up new possibilities for better customer engagement and streamlined operations.
Result:
The implementation of the CRM application brought significant improvements. The centralized system for collecting and managing leads from various sources eliminated missed opportunities and ensured consistent and accurate customer data. Automated data entry reduced errors and accelerated the lead conversion process. The integrated CRM workflows made it easier to track and manage customer interactions. As a result, the organization experienced improved customer satisfaction, higher retention rates, and more efficient contract management.
