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Development of a Scalable CRM Platform for Model Rail Product Aftersales Management
  1. case
  2. Development of a Scalable CRM Platform for Model Rail Product Aftersales Management

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Development of a Scalable CRM Platform for Model Rail Product Aftersales Management

capitalnumbers.com
Consumer products & services
eCommerce
Business services

Challenges in Manual Data Management and Service Request Handling

The client struggled with inefficient manual data entry processes, inability to handle high volumes of customer service requests, lack of prioritization for product return authorizations, and absence of a centralized system for service-related information management.

About the Client

A company specializing in aftersales support, warranty management, and repair services for model rail products.

Objectives for CRM Platform Development

  • Automate service request data entry processes
  • Implement a system for prioritizing return authorization requests
  • Centralize all service-related information in a single platform
  • Enhance system security against SQL injection and XSS attacks
  • Optimize codebase for maintainability and scalability
  • Improve response times for customer service requests

Core System Functionalities and Features

  • Warranty Registration Portal
  • Technical Support Ticketing System
  • Return Authorization (RA) Status Tracking
  • Role-based User Management (Admin/Subadmin)
  • Advanced Data Filtration Tools
  • Email Communication Tracking
  • Asynchronous Processing for Performance Optimization

Technology Stack Requirements

WordPress
Bootstrap UI
jQuery
MySQL
AJAX
AWS

System Integration Needs

  • Email tracking API
  • AWS cloud hosting services
  • Security validation libraries

Performance and Security Requirements

  • High scalability for handling large data volumes
  • Cross-browser compatibility
  • Mobile-responsive design
  • Protection against SQL injection and XSS attacks
  • Optimized codebase with modular architecture
  • 99.9% system uptime guarantee

Expected Business Impact of CRM Implementation

The new CRM platform is projected to reduce manual data entry efforts by 70%, improve customer response times by 60%, and increase overall operational efficiency by 150%. The system will enable better service prioritization, enhanced data security, and provide a centralized hub for managing all aftersales activities, leading to significant ROI improvement and customer satisfaction gains.

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