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Vtiger CRM - A fully open source CRM application

Vtiger CRM is an open source CRM application that was forked from SugarCRM with the intention of being a fully open source CRM application with comparable functionality to SugarCRM and Salesforce.com. It offers reporting, a customer portal and an Outlook plug-in in its free edition.

    • Vtiger features multiple database support, security management, and various web forms.
    • The project is available in over 15 different languages. It offers flexible reporting and good looking customer portal.
    • KTree has expertise in handling VTigerCRM, Custom CRM and non-open source CRMs like Sales Force, etc. 
    • We provide CRM services like customization, remote access, mobile access, and mulch-channel support, integration with different applications, campaign management, master data management, lead generation and follow up tracking.

Vtiger CRM Services

 Multiple database support, Security management and various web forms

Overview

Our Client is a global Outsourcing and Technology services company owned by Global steel & oil conglomerate, has its presence in 43 location across 5 countries including India, United Kingdom, South Africa, Saudi Arabia, Peru, Australia, Argentina, Malaysia and SriLanka with approximate strength of 40,000 plus employees.

Global Outsourcing & Technology services
World Wide
Support Services

  • Business Requirements & Challenges

    • Needed a Customer portal & Back-end tool with Ticketing Module that could be used by the Customers & Support teams.
      Active Directory integration with Vtiger.
      Knowledge base setup for FAQ's.
    • Needed a system to create and manage leads effectively.
    • Needed SLA & OLA logic implementation through which customer queries were to be solved at early.
    • The areas of support offered by client were more than 500 which made us to work on mapping the fields as each option was interdependent.
    • Setting up the Mail Triggering for both customers & help desk users.
    • Defining Roles, Profiles & teams & Client specific customizations.

  • Business Requirements

    • Client needed an Efficient Lead management module to generate leads & convert them into Operations.
    • Needed a Customer portal & Back-end tool with Ticketing Module that could be used by the Customers & Support teams.
    • Knowledge base setup for FAQ's.
    • Needed SLA logic implementation through which customer queries were to be solved at early.
    • Active Directory integration with Vtiger.
    • Needed OLA logic implementation through the ticket agent would solve the issue in less time.
    • Mail Triggering for both customers & help desk users.
    • Defining Roles, Profiles, Teams & Client specific customizations.
    • Needed the similar workflow of backend Vtiger for creating Tickets from customer portal.
    • The areas of support offered were 500+ which required the dependency interface to map the fields.
    • Needed a workflow based on which the tickets were to be created from mail. This required Mail convertor module.
    • Needed the Hardware configuration that could help balancing the load of 1000+ concurrent users.
    • The client requested for a report module to generate reports and charts instead of using csv import for Quality & Audit purposes.
    • The setup was to manage 100+ users working on reports continuously.
    • Needed workflow for assigning tickets.
    • Mail template creation module for specific actions b/w Users & Agents.

Business Requirements Delivered!

KTree has expertise in handling VTiger CRM, Custom CRM and non-open source CRMs like Salesforce, etc. We provide CRM services like customization, remote access, mobile access, and mulch-channel support, integrations with different applications, campaign management, master data management, lead generation, and follow up tracking..

Accomplishments

We were successfully able to implement and deliver the entire suite with client requirement in estimated time. 

All the modules were delivered as expected by client.

Results

    • Our setup was a success as the client generating Leads and converting them to operations had rapid growth. 
    • Implemented  the sync between Active Directory & VtigerCRM for user migration with a cron job.
    • Implemented the ticket creation through mail & Mail triggering B/W Help-desk & Customer to ensure status on ticket's.
    • Implemented the SLA & OLA Logic's that would ensure to display the Remaining time to solve the ticket.

    • Increased in customer satisfaction

    • All the flows were implemented using the Workflows module of Vtiger. 
    • The client was able to generate the reports with various ticket inputs. Implemented Customer portal which was to allow the front-end user to create  tickets based on multiple field selections.
    • Integrated Knowledge Base with Customer portal which was to serve the FAQ's for Users.
    • SLA manager & Mail manager were implemented for defining Deadline time & setup Inboxes.

    • Increased in response efficiency.

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Most of our Development is done from our Hyderabad Development Center. Hyderabad is known for its rich heritage and exotic food apart from abundant IT Talent.

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True collaboration, transparent and constant communication, visibility and traceability are the key for success. The other major one being requirements engineering.

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Agile Methodology + Strong Documentation + Powerful Web & Mobile Frameworks + Solid KTree Team = Great Web & Mobile Applications within time.

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Having worked on hundreds of Web & Mobile Application projects, KTree teams tremendous knowledge & expertise gives very good head-start for projects which helps clients save many man-months

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KTree development team follows Agile methodology because of its suitability to web and mobile application development. Scrum helps improve Agility due to its simplicity and flexibility

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