Project: CRM migration and platform integration with the client’s existing IT infrastructure
Duration: 6 months

The client provides financial and legal planning services, including long-term care insurance and Medicaid assistance qualification. Additionally, they specialize in crisis management and veteran benefits processing.

The Case

The client sought a CRM platform capable of seamlessly aligning with their business processes and replacing two separate systems they were using at the time. Toggling between several solutions caused certain inconveniences. Therefore, the client decided to replace them with only one, comprehensive and more flexible. The next priority was to find an experienced implementation partner with a proven track record in CRM migration, ensuring a smooth and efficient transition to the new platform.

The Client’s Request

While managing two CRM platforms, the client faced challenges like fragmented business processes and inconsistent communication among staff. Additionally, their telephony system lacked essential features like call queuing, negatively impacting customer experience. To streamline inner operations, improve visibility, and boost customer engagement, the client sought a unified solution.

To have better visibility and get rid of multiple data duplications, the client decided to unify all business processes within one single platform. Having thoroughly explored the offerings from leading providers, they stopped their choice on a comprehensive Creatio CRM system. Velvetech has a proven track record of Creatio-based projects and has experienced platform-certified engineers on board, which convinced the client to initiate collaboration with us.

Check out how we conducted Legacy CRM Migration for a Telesales Service Provider

The Process

Velvetech had to migrate and consolidate all client data from two standalone CRMs to Creatio and integrate the latter with the company’s existing software infrastructure.

In addition, the new system would have to be supplemented with new features tailored to the client’s needs. The company should be able to control access rights for different types of users, schedule appointments, and capture leads — all within CRM.

Being a certified Creatio integrator, Velvetech had a clear vision of how to execute the project in the most time- and cost-efficient manner.

CRM Migration

The simultaneous use of several solutions led to data duplication and caused inconveniences and frequent miscommunications between the team members. Our engineers meticulously went through all CRM migration steps (all the way from data mapping to staff training) and successfully transferred all CRM data to Creatio. After migrating the data, Velvetech removed all duplicate entries from the CRM using Creatio’s out-of-the-box features.

Access Rights Management

Another client’s request was to introduce access differentiation to ensure data safety. To implement user roles with varying access rights, Velvetech’s CRM development team also used Creatio’s built-in options. As a result, only users with specific access rights got to see particular data and options in Creatio.

Cloud Storage Integration

To enhance storage efficiency within the CRM, Velvetech proposed integrating a separate cloud-based storage solution. This approach allows large documents to be securely synced to the cloud while remaining easily accessible from the CRM on local machines, optimizing both space usage and system performance.

Read about Cloud Integrations and How to Connect the Elements of Your Infrastructure

CRM Integration

To automate lead generation, Velvetech’s team prepared two landing pages using the templates from Creatio. The leads captured on those pages automatically went to the CRM.

Finally, Velvetech integrated Creatio with an online fax so that the client could easily track all faxes they’d sent to their customers and partners.

Outcome and Future Plans

The client has received a powerful unified CRM tool for growing their business. Creatio has become the company’s hub for managing all customer interactions. The company’s management appreciates more transparent business processes, and employees can finally focus on customer interactions instead of jumping endlessly from one system to another.

Currently, we are discussing opportunities for connecting the new CRM to even more company’s in-house solutions. And Velvetech’s expertise in the integration of call centers with CRM systems may prove indispensable in the near future.