CRM System for the Call Center

Challenges

The client’s company includes departments for each stage of buying a vehicle on the US auctions: selecting, buying, shipping across the ocean, customs clearance and car repair.

1. Managers of brokerage companies spend a lot of time communicating with clients to determine their needs. However, when they communicate with a client through different channels, the context of the conversation can be lost. Therefore, we needed to bring all communication channels into a single system.
2. While searching and selecting required vehicles, managers must check all sites for new ads every day. It was necessary to organize an automated search on third-party platforms according to the specified criteria.
3. At each stage, from vehicle selection by the client to the transfer of this vehicle to the buyer’s country, managers need to track the car and notify specialists from other departments (Delivery, Documents, Repair). All these processes are time-consuming and ineffective.

The Solution

Since the client didn’t have a clear picture of a solution at the beginning of the cooperation, we decided to incorporate prototyping into the development process. Our business analyst offered to automate the search of vehicles at auctions in the USA, the bidding process at auctions, the purchase of vehicles, and the communication between brokers and partners/customers. The delivered solution prototype helped our client comprehensively test the concept and resolve most initial uncertainties over requirements.

The AdvantISS development team engineered a custom digital platform based on .NET Core and MS SQL. We built and deployed both front-end and back-end software parts, as well as handled the required integrations and data synchronization. The developed system had client and broker accounts. 

In our new CRM, data about vehicles is collected from a few services, which is then compiled and shown in an easy but advanced search based on suitable criteria. Brokers can work in CRM either with teammates or all by themselves. The convenient dashboard makes conducting deals easier.

Firstly, brokers can organize all future deals in the Calendar. Secondly, they can add attachments to each deal and chat about it on the platform. Also, there is an implemented email service with which brokers can send info about a vehicle to a certain customer. Thanks to these features, the time to close the deal was reduced by 40%.