In the realm of modern business, the efficiency and functionality of Customer Relationship Management (CRM) and Business Process Management (BPM) systems are indispensable for enhancing company performance and ensuring a comfortable and productive working environment. At BROOK, we strive to provide our clients with tailor-made CRM solutions that are not only innovative but also perfectly aligned with their specific operational needs. This article delves into a case study of a global logistics provider. The company reached out to us with a unique challenge: they needed a CRM system unlike any other, one that would incorporate robotic and automated processes to streamline their operations and elevate their efficiency to unprecedented levels.
The main objectives for this new CRM system were: to develop a system capable of meticulously tracking the history of financial transactions with clients and creditors, thus providing unparalleled clarity and control over financial interactions; and to reduce the manual labor associated with processing counterparty data and the cumbersome task of transferring information from traditional spreadsheets, a process often fraught with inefficiency and prone to error.
Recognizing the complexity and specificity of the requirements, we sought the expertise of one of our partners, a software developer for business process automation (RPA). This collaboration was instrumental in creating an automated solution that could navigate through a multitude of websites, meticulously gathering the necessary information, and seamlessly integrating this data into the CRM system, thus boosting operational efficiency.
One of the hallmark features of the CRM system was its capability for automated tracking of logistical routes. Given the ephemeral nature of data on logistic sites, where information about cargo movement is swiftly removed upon the completion of the route, it was imperative to devise a solution that would prevent any potential data loss. To this end, a sophisticated robot was developed and integrated into the system. Programmed with specific parameters, such as the carrier and a unique start number, this robot embarked on a relentless search across various logistic websites, tracking shipments of the company's clients. Upon completing its search, the robot meticulously compiled data regarding the shipper of the goods\, the carrier, the number of cargo containers, locations of the trucks or ships, and the arrival points, among other details. This information was then uploaded to the CRM, continuously updated, and stored in a unified register, thereby ensuring that users could effortlessly access ready-made data at any time.
The customization of the CRM system extended further to include a direct linkage between shipment data and the clients, i.e., the companies utilizing the logistics services. This feature not only streamlined the management of the information on the freight and status of the shipment, but also introduced the capability to mark certain shipments as priorities, enabling users to track all pertinent information about these shipments, including monitoring for any potential force majeure incidents along their journey. This functionality ensured that the system could provide a comprehensive history of cargo movement, an invaluable asset in the event of unforeseen circumstances such as cargo loss.
Another innovative aspect of the custom CRM system was its automation of payment planning, alongside the integration of video conferencing and secure encrypted chats with the clients, partners and local agents of the company located worldwide. This multifaceted approach facilitated a more dynamic and interactive way of managing processes and communication within the CRM/BPM system.
To further enhance the adaptation process for employees and to streamline feedback mechanisms, managers were empowered to compile and implement checklists within the system, featuring mandatory items. These checklists played a crucial role in the preliminary testing of new processes, allowing for adjustments and refinements before their full-scale deployment. They also proved good for the process standardization and onboarding of new staff members and local shipping agents and company representatives. This proactive approach to process management was particularly beneficial for the financial planning of the routes as well as of specific payments, as specialists could follow a checklist, upload information and documents, assign tasks, and track deadlines with unparalleled precision.
Moreover, the linkage of payments to cargo invoices and the systematic upload of all relevant information to the CRM ensured that data was always accessible and neatly organized even before the payment, facilitating a seamless review process. This level of integration and organization was pivotal in planning future interactions with the clients and shipping agents, calculating fees and even breaking down the payments to separate tranches on different terms and following up on them with efficiency and accuracy.
The CRM system's advanced features did not stop at process automation and data management. The integration of video conferencing and the creation of encrypted chats added another layer of functionality and security. These chats, designed to appear as conventional text messages to participants, ensured that any attempt to export the conversation for review by third parties would result in the text being transformed into an unintelligible set of symbols. This feature, coupled with the decision to host the entire system on the company’s own servers, underscored the paramount importance of security in today's digital landscape.
To sum up, the fruition of this collaborative effort in creating a custom CRM system exemplifies a significant leap forward in meeting the specific needs of our fintech client.
The deployment of this CRM dramatically improved the efficiency of managerial tasks, which previously required extensive manual data entry and could engage up to five employees. Now, these tasks could be accomplished by a single robot in the same timeframe, affording the qualified staff to concentrate on decision making rather than information entry and search tasks. This remarkable improvement in work efficiency was further complemented by the system's robust capabilities in tracking logistical routes, automating various processes, and ensuring secure and efficient communication through integrated video conferencing and encrypted chats.
In essence, the company acquired a powerful tool that not only enhanced primary process automation but also set a new benchmark in operational efficiency and security in the logistics sector.
The main objectives for this new CRM system were: to develop a system capable of meticulously tracking the history of financial transactions with clients and creditors, thus providing unparalleled clarity and control over financial interactions; and to reduce the manual labor associated with processing counterparty data and the cumbersome task of transferring information from traditional spreadsheets, a process often fraught with inefficiency and prone to error.
Recognizing the complexity and specificity of the requirements, we sought the expertise of one of our partners, a software developer for business process automation (RPA). This collaboration was instrumental in creating an automated solution that could navigate through a multitude of websites, meticulously gathering the necessary information, and seamlessly integrating this data into the CRM system, thus boosting operational efficiency.
One of the hallmark features of the CRM system was its capability for automated tracking of logistical routes. Given the ephemeral nature of data on logistic sites, where information about cargo movement is swiftly removed upon the completion of the route, it was imperative to devise a solution that would prevent any potential data loss. To this end, a sophisticated robot was developed and integrated into the system. Programmed with specific parameters, such as the carrier and a unique start number, this robot embarked on a relentless search across various logistic websites, tracking shipments of the company's clients. Upon completing its search, the robot meticulously compiled data regarding the shipper of the goods\, the carrier, the number of cargo containers, locations of the trucks or ships, and the arrival points, among other details. This information was then uploaded to the CRM, continuously updated, and stored in a unified register, thereby ensuring that users could effortlessly access ready-made data at any time.
The customization of the CRM system extended further to include a direct linkage between shipment data and the clients, i.e., the companies utilizing the logistics services. This feature not only streamlined the management of the information on the freight and status of the shipment, but also introduced the capability to mark certain shipments as priorities, enabling users to track all pertinent information about these shipments, including monitoring for any potential force majeure incidents along their journey. This functionality ensured that the system could provide a comprehensive history of cargo movement, an invaluable asset in the event of unforeseen circumstances such as cargo loss.
Another innovative aspect of the custom CRM system was its automation of payment planning, alongside the integration of video conferencing and secure encrypted chats with the clients, partners and local agents of the company located worldwide. This multifaceted approach facilitated a more dynamic and interactive way of managing processes and communication within the CRM/BPM system.
To further enhance the adaptation process for employees and to streamline feedback mechanisms, managers were empowered to compile and implement checklists within the system, featuring mandatory items. These checklists played a crucial role in the preliminary testing of new processes, allowing for adjustments and refinements before their full-scale deployment. They also proved good for the process standardization and onboarding of new staff members and local shipping agents and company representatives. This proactive approach to process management was particularly beneficial for the financial planning of the routes as well as of specific payments, as specialists could follow a checklist, upload information and documents, assign tasks, and track deadlines with unparalleled precision.
Moreover, the linkage of payments to cargo invoices and the systematic upload of all relevant information to the CRM ensured that data was always accessible and neatly organized even before the payment, facilitating a seamless review process. This level of integration and organization was pivotal in planning future interactions with the clients and shipping agents, calculating fees and even breaking down the payments to separate tranches on different terms and following up on them with efficiency and accuracy.
The CRM system's advanced features did not stop at process automation and data management. The integration of video conferencing and the creation of encrypted chats added another layer of functionality and security. These chats, designed to appear as conventional text messages to participants, ensured that any attempt to export the conversation for review by third parties would result in the text being transformed into an unintelligible set of symbols. This feature, coupled with the decision to host the entire system on the company’s own servers, underscored the paramount importance of security in today's digital landscape.
To sum up, the fruition of this collaborative effort in creating a custom CRM system exemplifies a significant leap forward in meeting the specific needs of our fintech client.
The deployment of this CRM dramatically improved the efficiency of managerial tasks, which previously required extensive manual data entry and could engage up to five employees. Now, these tasks could be accomplished by a single robot in the same timeframe, affording the qualified staff to concentrate on decision making rather than information entry and search tasks. This remarkable improvement in work efficiency was further complemented by the system's robust capabilities in tracking logistical routes, automating various processes, and ensuring secure and efficient communication through integrated video conferencing and encrypted chats.
In essence, the company acquired a powerful tool that not only enhanced primary process automation but also set a new benchmark in operational efficiency and security in the logistics sector.