Customized Customer Relationship Management System
Client
Global Retail Inc.
Industry
eCommerce & Retail
Region
North America & Europes
Challenges
In the highly competitive U.S. energy market, our client – a consultant managing thousands of electricity and gas consumers-faced operational inefficiencies in handling communication, quotes, contracts, and customer data across various stages of the customer lifecycle. Manual processes, lack of visibility, and dependency on multiple disjointed tools led to wasted time and increased operational complexity.
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Goals & Objectives
The client was struggling to stay competitive in a rapidly changing market where competitors adjusted pricing thousands of times daily. Their manual monitoring process was slow, inconsistent, and covered only a fraction of their catalog. They needed real-time visibility into competitor pricing across their entire product range to optimize their pricing strategy.
Centralize customer and contract data management to ensure a single source of truth, reduce data silos, and improve operational efficiency across departments.
Automate repetitive business workflows, including the generation of quotes, creation of proposals, and enrollment into contracts, to streamline operations and reduce manual errors.
Improve visibility into key customer lifecycle events, such as contract expirations and renewals, enabling proactive engagement and timely decision-making.
Requirements
A customized web application designed to manage quotes, proposals, contracts, billing information, and customer interactions, providing a centralized and user-friendly interface for business operations.
A robust desktop application featuring Excel-like grid interfaces, tailored for operators who require offline functionality and advanced data editing capabilities.
Automated email workflows with support for both custom content and reusable templates, enabling consistent and efficient communication with clients and stakeholders.
Role-based access control, interactive tracking boards, and built-in review mechanisms to ensure visibility and governance across all stages of the contract lifecycle.
Business rule-driven automation that enables dynamic workflows and decision-making based on configurable logic specific to operational needs.
Web and PDF data scrapers that automatically extract billing information from utility websites and PDF invoices, reducing manual entry and improving data accuracy.
Seamless data storage and management powered by a scalable relational database backend, ensuring data integrity, security, and performance.
Solution
We delivered a comprehensive end-to-end automation suite consisting of two purpose-built systems and supporting components:
Web Application:
Developed using .NET MVC, C#, and Angular, this centralized platform manages quotes, proposals, contracts, billing, and customer records. It includes key features such as automated email generation, contract workflow review boards, and rule-based business process automation.
Desktop Application:
Built with WinForms and DevExpress, this system provides an Excel-like interface tailored for power users. It supports offline access, advanced custom grid views, and embedded automation tools for efficient data management.
Supporting Automation:
We implemented intelligent web scrapers and PDF extractors to retrieve billing data from utility websites and documents, converting unstructured inputs into clean, structured records within the system’s database.
Together, these integrated systems streamlined operations, enhanced data accuracy, and provided real-time visibility into the full customer and contract lifecycle.
Results
Thousands of hours are saved annually through workflow automation and system consolidation.
Improved visibility into customer and contract lifecycles, enabling better prioritization and service delivery.
Enhanced data accuracy and reduced manual intervention in utility billing operations.
Empowered internal teams with tools that match their workflow preferences — whether web-based or desktop-centric.
Technologies Used
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Lora Smith
Any feature, you ask, we develop
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