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Custom CRM Integration for Enhanced Payment Processing Operations

freeportmetrics.com

Financial services

Information technology

Challenges in Data Management and Customer Interaction

Inefficient handling of large-scale customer data leading to accuracy issues, fragmented communication channels, operational inefficiencies from manual workflows, and integration difficulties with legacy systems disrupting daily operations

About the Client

Payment processing company serving 50,000+ merchants with needs for scalable data management and customer relationship optimization

Objectives for CRM Implementation

Improve data accuracy and analytical capabilities through centralized storage
Streamline customer communication channels with personalized service options
Automate operational workflows to reduce costs and manual errors
Ensure seamless integration with existing payment infrastructure
Enhance overall customer satisfaction through improved service delivery

Core CRM System Requirements

Centralized customer data repository with advanced search/analytics
Personalized communication tools with multi-channel support
Workflow automation for merchant onboarding and support processes
API integrations with payment gateways and financial systems
Real-time performance dashboards for operational monitoring

Technologies for CRM Development

SQL Server

CRM platforms (e.g., Salesforce/SAP)

Cloud infrastructure

System Integration Requirements

Legacy payment processing systems
Merchant account management platforms
Customer support ticketing systems
Financial reporting tools

Operational Requirements

High-availability architecture with 99.9% uptime SLA
Enterprise-grade data encryption and compliance (PCI-DSS)
Horizontal scalability for 100,000+ merchant accounts
Sub-second response times for critical transactions

Expected Business Impact

Projected 40% reduction in operational costs through workflow automation, 30% improvement in customer retention rates via personalized service, 50% faster data processing times enabling real-time analytics, and minimized system downtime during transition to new CRM infrastructure