PPC - Case Study

Improved call center operation with a modern ERP system

Streamlining call center operations & improving team communication

Learn how this leading customer service provider transformed operations using our innovative digital solutions.

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Client
PPC System
Duration
3 years
Team size
4
Scope
Discovery
Product Design
Development
Testing
Technologies
Node.js
React.js
JavaScript

Project timeline

1.
Introduction

Learning the user base, brand identity, and the core requirements of client's vision.

2.
Research & Discovery

This phase involved interviewing subjects and conducting usability testing.

3.
UX/UI Design

Leveraging tools such as Figma, wireframe, Style Guide, & UI Design principles.

4.
Implementation & Testing

Developing the solution using React Native while implementing core functionalities, reviewing code, troubleshooting, testing, and releasing the product.

Key project outcomes

Improved processes

The ERP system dramatically improved customer service outcomes and processing potential.

Digital transformation

Many challenges associated with using Excel files were eliminated once we implemented our automated software tailored to their business needs.

Complex custom system

The PPC system went from a sophisticated CRM system to developing a custom mobile application through tools used for internal communication.

180+ users

Over 180 consultants use the PPC system for their work.

How we made it

In providing a detailed overview of Qarbon IT's successful implementation of their client's improved ERP system, we want to highlight what made us so successful. We began by developing a CRM module with VoIP technology which allowed employees to make and monitor all calls over the internet and analyze communication data.

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Major benefits

Moving from excel filex to fully automated software tailored to their needs solved most of the problems with business processes within the company.

The perfect digital transformation

Qarbon IT's client found the perfect fit with their PPC system. Thanks to a thorough development process, they could develop an ERP system with all the needed features, such as a built-in CRM module and VoIP function. The ERP system allowed them to track real-time data from their 11 locations nationwide, allowing them to manage sales better and gain insight into their growth indicators. Additionally, this system eliminated cumbersome manual processes like using Excel files to complete workflows. With an efficient and cost-effective digital transformation in place, the company could streamline its operations and ensure its resources were used for maximum benefit.

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Challenges

Coordinating the efforts of multiple development teams posed a significant challenge for Qarbon IT. For example, the project involved web developers, iOS developers, Android developers, and Quality Assurance Engineers who all had to work together to maintain the required productivity levels over three years. As such, time management was paramount in ensuring that each of these teams had enough time to complete their tasks while ensuring deadlines were met.

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Product features

CRM module with VoIP technology

Qarbon IT developed a robust CRM module with VoIP technology for their client's PPC system. This module enabled employees to track and record calls, allowing greater visibility into the company's communication activities. The data gathered by the tool also offered insights into sales operations so that managers could identify improvement opportunities. In short, this valuable module allowed the client to better understand their business operations through enhanced communication tracking capabilities.

Product features

Key modules - Statistics

Statistics were a significant component when developing the application for the PPC system. The challenge was calculating all the values in real-time, as the application must communicate with external services to obtain the desired results.

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