CRM Project Portfolio - Taction CRM Practice

DELIVERING CUSTOMER CENTRIC EXCELLENCE
CUSTOMER
RELATIONSHIP MANAGEMENT
MAXIMIZE VALUE ON YOUR CRM INVESTMENT
PORTFOLIO

THE TACTION ADVANTAGE
PEOPLE
• CRM Consultants with 12+ Years of Experience
• SugarCRM & SuiteCRM Experts
• Expert PHP and .NET Professionals for Custom CRM
• Functional and Technical Expertise Mix
• CRM Integration Experts through APIs
QUALITY
• Detailed Use / Test Cases developed during Discovery Phase
• Internal Release Management
• Best Practices and Process Infrastructure
• Upgrade Safe Customization & Development
KNOWLEDGE MANAGEMENT
• SuiteCRM Official Delivery Partner
• SuiteCRM Migration Expertise
• High degree of expertise in CRM Best Practices
• Flexible Engagement and Staffing models
• Across Industry CRM Process exposure
COMMUNCIATION & COLLABORATION
• Customer Advocacy
• 3 Level Escalation for all Support and PM requirements
Enterprise Solutions Simplified

INDUSTRIES SERVED
At Taction, we combine latest and adaptive technologies with best industry practice coupled with latest standards to achieve
the overall business vision quickly with high quality and performance.
• Healthcare
• Education
• Travel
• Information Technology
• Non Profit Organizations
• Service
• Manufacturing
• Publication
• Media & Entertainment
• Software Products
• Telecom and Internet Security Service Providers

FEATURED PROJECTS
CASE STUDIES
The Success Journey
http://www.tactionsoftware.com/case-studies

SUITECRM
CASE STUDIES

Inventory Management using
SuiteCRM
Client:
A licensed sanitization company from Dubai, UAE which offers disinfection service that significantly reduces
pathogens and toxins in the air and on surfaces. Their disinfection solution disperses a specialized
eco-friendly bio-sanitiser agent that eradicates airborne and surface-based bacteria in cars, buses,
residential, offices, hotels, restaurants, health clubs and schools.
Challenges:
The Client was looking for a cost effective solution to automate their Uniform Inventory Management and
Employee Uniform Allocation processes.
Technology:
SuiteCRM
Solution:
We designed and developed a solution for them by leveraging the power of SuiteCRM automating the
processes like uniform stock management, stock barcoding, allocation and write-off of uniforms along
with Employee Information Management.
Outcome:
The SuiteCRM based system had a very high positive impact on effective Employee Information Management
and uniform distribution and tracking processes.

SugarCRM Pro to SuiteCRM
Migration
Client:
Client is the largest company selling products for packaging and focused on the manufacture and distribution
of products for packaging, industrial supplies and disposable products.
Challenges:
Client was looking to migrate from SugarCRM 7 Pro (On Demand) to SuiteCRM to reduce the costs and
manage the number of Users increasing day by day. As per the Client requirements, there were some
major customization needed to be done in SugarCRM 7 Pro (On Demand) which was time consuming
and costly.
Technology:
SugarCRM 7 Pro (On Demand), SugarCRM, SuiteCRM
Solution:
We have migrated all the functionalities and data from SugarCRM Pro to SuiteCRM. Before adding the new /
enhanced functionalities, we have migrated the existing modules such as Prospects, Contacts, Opportunity
and Quotes and various other important modules along with their respective data from SugarCRM Pro to
SuiteCRM. Our system migration approach was to perform detailed analysis of the existing system for
better effectiveness in migration of functionalities and data to the new environment. This way we always
retained the relationship between the modules, fields or records that were critical for the new system to
work effectively.
Outcome:
This helped in a smoother user acceptance run during final implementation of the new system. The migration
has resolved couple of operational issues along with cost concerns of the client.

GoldMine to SuiteCRM Migration
Client:
One of the US based companies that deal in Fuel Cards and manage associated discounts and royalty points
for the subscribers.
Challenges:
Client was using GoldMine system to manage their Customer Information and wanted to migrate to SuiteCRM
for having a better access to automate the Marketing, Pre and Post Sales processes. They also had a set of
customized requirements which were not directly catered by the default functionality of SuiteCRM and
needed code level customization.
Technology:
GoldMine, SuiteCRM
Solution:
As first step, we studied all the existing functionalities (modules, workflows, reports etc.) and data set of the
GoldMine system. Based on that understanding, we customized the default modules, designed/developed
custom modules, built the required dependencies and relationships between the modules in the SuiteCRM
development instance. Then we did a data cleaning and deduping before importing and distributing them
into the relevant modules. We did apply multiple logics to categorize and distribute the existing data, that
were previously managed only as Contacts in GoldMine system, into modules like Accounts, Contacts,
Opportunities, Vendors etc. before building the workflows and reports.
Outcome:
resolved couple of customer data management issues and allowed the client to automate their Marketing,
Sales, Vendor Management and Customer Service Desk process more effectively.

Order, Invoice, Contract Management
Automation using SuiteCRM
Client:
One of the oldest and biggest publication houses in India.
Challenges:
Client wanted to design and develop a single system to manage Order, Invoice and Contract management
processes for both Print Media and Digital Media marketing services. Since the sets of parameters of Print
and Digital Media services are majorly different, it was a challenge to design a system that dynamically
generated forms and features based on the selection of Media Marketing Platform i.e. Print, Digital or
combination of both.
Technology:
SuiteCRM
Solution:
We designed, developed and implemented a customized SuiteCRM based solution to automate their Order,
Invoice and Contract management processes. The solution offered a single window to create Orders for
Print Media, Digital Media or Services from both of them in one order. Similar options got available for
Invoices as well as Contracts. To meet the services related to Digital Media business, we had to
Develop a very tight integration with Google Adwords through Google Adwords APIs.
Outcome:
The solution helped the client in improving their sales and subscription management processes through a
single system and common interfaces for both the domains of their service offerings. It also enabled the
client in supporting their end customers with better keywords relevant to their respective industries
along with customized dashboards to track the performance of the campaigns and keywords.

SuiteCRM Contivio Integration
Client:
A US based startup Healthcare organization designed for Primary Care Physicians to strengthening their
patient’s overall wellness and relationship through “Patient Relationship Management” and
“Care Management” services.
Challenges:
Client was looking for cost effective solutions for physician, patient and clinic relationship management system.
They wanted a cloud based telephony system to be integrated with CRM for better collaboration between the
Doctors and Patients.
Technology:
SuiteCRM, Contivio
Solution:
We have built a portal that allowed patients to interact and communicate with their healthcare service providers,
such as doctors and hospitals/clinics using SuiteCRM Integration. The backend platform has been developed
by leveraging SuiteCRM to maintain the relationship between Doctors and Patients, Doctor and Clinics and
Patients and Clinics so as to manage the details of clinic wise Doctor and Patient collaboration. We have
integrated Contivio, a cloud based telephony system, for contact centers automation.
Outcome:
The healthcare system automated number of workflows to avoid unnecessary delays and manual intervention
for better effectiveness. It also offers a Doctor-Patient online communication channel through a tight integration
with Contivio, a cloud-based Contact Center & Telephony software, for effective communication among the
Doctors, Patients and the clinics. The SuiteCRM implementation has improved the Doctor-Patient
relationship a lot by consolidation of every details into one platform instead of spreading over in
multiple repositories in different forms.

Sales Process Automation using
SuiteCRM
Client:
One of the largest Education Companies in India and the only company spread across the entire education
ecosystem. From schools to skills, the group empowers over 22 million learners and educators across
34,500+ schools around the world.
Challenges:
Client needed a better system to keep track of the different services provided by them to schools and other
education institutions. As there is a hierarchical structure in their organization, they needed a better security
of the personal data. This includes a larger customization of SuiteCRM to meet their business requirements.
Technology:
SuiteCRM
Solution:
We helped in Sales Automation Process & designed a customized solution on SuiteCRM for them to effectively
manage online and offline tutorial products, predictable service tracking offered to the schools with a high level
of data personalization and security. It also featured customized Contract and Quote module so that the Sales
Person did not need to create those manually. The customized SuiteCRM based system also provided them
a platform to maintain information about the competitors, schools, products and their respective business
models, along with a tracker of the daily activities of their users. The Client was having multiple systems
in place for other/different processes and a robust API layer was developed for seamless integration.
Outcome:
The deployment of this software made their organizational activities more transparent and increased their
productivity. Different reports are working as a prefect platform to check status of different aspects of their
activities. Now they are getting daily mails with daily status updates of their team members. They can
easily keep track of activities of their whole team in just one click.

SuiteCRM Asterisk Telephony
Integration
Client:
A Leading US based Financial Institution that deals in the lending business with more than 1000 offices across
the US.
Challenges:
The client wanted Call Center Automation to manage their telephonic conversations with the leads & customer
s effectively having a tightly integrated platform of Telephone and the backend SuiteCRM system. They wante
d to achieve a seamless automated system for inbound and outbound calls along with a provision of capturing
call notes, call to lead creation in CRM, Call transfer and Call recording functionality either to monitor the
performance of their agents or for regulatory compliance.
Technology:
SuiteCRM, Asterisk, Zoiper
Solution:
As the most cost-effective & integrated solution landscape for above-mentioned requirements, we proposed to
leverage the open source tools like Asterisk (an open source telephony switching & Private Branch Exchange
service for Linux) and Zoiper (a free softphone to make VoIP calls through a PBX) integrated with the existing
SuiteCRM instance. The SuiteCRM-Asterisk Telephony Integration solution supports click-to-dial or click-to-
call functionality, empowering the call center representatives in dialing the registered number(s) directly from
the click-to-call functionality, empowering the call center representatives in dialing the registered number(s)
directly from the SuiteCRM interface without going to softphone dialer interface. The solution supports other
features like call transfer in case of any need for additional support from other rep or higher authority
involvement, call recording as an audio file for future reference, automatic call scheduling as per
availabilities of the call center reps etc.
…. cont.

SuiteCRM Asterisk Telephony
Integration cont.…
…….
As a summary, the solution included the following features:
● Incoming Call integration into SuiteCRM
● Outgoing Call integration from SuiteCRM
● Soft Phone Integration with Zoiper as the Soft Phone
● Call Recording saved in SuiteCRM
● Call Saving and auto creation of call notes as a historical record in SuiteCRM
● Automatic Lead Creation into the SuiteCRM
● Call Association with Leads, Account and Contacts
● Contact Center Automation
Outcome:
The implementation enabled the client’s representatives to receive the incoming calls with demographic details
of the existing contacts/ customers with a single click option to view all previous collaboration details directly in
the SuiteCRM. It also enabled them in creating call notes associating with the contact as history items saving
the link to the audio file of the recorded call. It allowed them in creating leads directly in the SuiteCRM from
the call receive interface in case of a call coming in from an unregistered telephone number. The SuiteCRM-
Asterisk Telephony Integration solution has improved the efficiency of customer relationship management
process of the client dramatically with reduced individual dependency on the representatives and helped
them in having well informed and personalized call conversations with the leads and customers.

SUGARCRM
CASE STUDIES

ACT! to SugarCRM Migration
Client:
A US based organization that runs a child safety solutions network. It brings together the creative energy and
successes of parents, child safety experts, community health educators, law enforcement experts, firefighters
/ EMS, teachers, nurses and pediatricians who are dedicated to teaching children to act safely and responsibly.
Challenges:
To meet the high level of new requirement, client decided to migrate from ACT to SugarCRM.
Technology:
ACTCRM, SugarCRM
Solution:
Our SugarCRM Customization experts extracted data from ACT!, cleaned data up for duplicacy & redundancy
and then mapped the fields to the appropriate modules in SugarCRM before finally migrating the values and
relationships to SugarCRM database. In cases of migration, our approach was to perform detailed analysis
of the existing system and business processes that were automated through it for better effectiveness in the
migration of data to SugarCRM environment. We completely retained the relationship between the modules,
fields or records that were critical for working on the new system & this helped in smoother user acceptance
run during final implementation. We kept a backup of the complete data from the outgoing system for better
risk management before executing migration of any data into SugarCRM.
Outcome:
has resolved couple of operational issues along with cost concerns of the client.

Sales Process Automation using
On-Demand SugarCRM Pro
Client:
A young boutique style photography studio offering services including wedding photography, portrait
photography, special new-born photography & wedding cinematography in Donegal, Tyrone, Ireland etc.
Challenges:
The client decided to automate their sales processes using on demand SugarCRM 7 Pro edition. The Client
was having difficulties in sales and workflow automation effectively with the options possible through the
SugarCRM studio.
Technology:
SugarCRM 7 Pro (On Demand)
Solution:
We configured and customized SugarCRM 7 Pro and developed a custom panel to automate their sales
processes meaningfully as per their process expectations. We also built number of workflows to
automate various notifications and data creation processes.
Outcome:
The effective configuration, optimal customization and workflow creation helped the client in managing their
sales processes for generating higher sales.

Order, Contract Management
using Customized SugarCRM
Client:
A US based all-in-one publishing house and advertising agency which has their primary focus on self-
improvement and personal development. Being one of the fastest growing publishing houses established
in 2006, it has been a necessity for them to manage their web presence effectively and has about 20+ odd
product sites as one of the primary lead sources.
Challenges:
The Client was looking for existing SugarCRM customization to automate their sales, order, invoice
management processes and also third party payment gateway integration.
Technology:
SugarCRM, NMI, Talend ETL
Solution:
We got engaged for SugarCRM customization and implementation work to automate their sales, order, invoice
management processes. To develop a centralized data mine using SugarCRM 7 professional, multiple custom
modules had to be developed including a load balancer module to help in choosing a Merchant Account based
upon limits available etc. Apart from these, integration of SugarCRM with NMI payment gateway for accepting
credit card payments, custom web services development for the Orders to directly come from the product
sites etc. were also part of the said integrated platform design and development work.
Outcome:
The solution offered the sales team an integrated platform to operate more effectively and meet aggressive
sales targets with up-to-date data readily available on few clicks. The SugarCRM instance also worked as the
central repository of data associating and consolidating all their product sites and other lead sources.

PROUD CUSTOMERS

CLIENTS TESTIMONIALS
“Taction stood out as unique. Even though they were confident in their skills, they weren’t brash or forceful
in terms of communication, which translated into huge benefits when it came to interacting with the
technology groups of other clients.” - Malcolm McKinnon
“Taction Software’s flexibility has been unparalleled. We received great value from what we spent on the
website.” - Matt Collins
“The team was very responsive and made valuable feedback. They worked well to get the job done. They
were very professional throughout the project.” - Elgin Clemmons
“Taction Software always delivered on time and within the specified budget.” - Jeremy Gonzales
“The team was very responsive and made valuable feedback. They worked well to get the job done. They
were very professional throughout the project.” - Tam George
“These guys are very nice to work with; they are fast and very transparent. Would love to work with them
again in the future.” - JV De Castro

THANK YOU
http://www.tactionsoftware.com
http://crm-experts.us/
KNOW MORE
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UPWORK: https://goo.gl/sai6GO

CRM Project Portfolio - Taction CRM Practice

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