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Enhanced CRM/HRM System with Automated Support and High Availability

firstlinesoftware.com

Retail

Human Resources

Operational Inefficiencies and System Reliability Challenges

The client faced significant bottlenecks in technical support processing (30 requests/month), lacked proactive system monitoring, and experienced frequent performance issues with 95% system availability. Critical gaps existed in disaster recovery preparedness and automated workflows for their custom CRM/HRM platform managing retail workforce operations.

About the Client

A retail industry leader specializing in mass recruitment and workforce management for large-scale retail operations

Key Transformation Goals

Scale technical support capacity to handle 180+ monthly requests
Implement enterprise-grade monitoring and disaster recovery frameworks
Automate CI/CD pipelines and document recognition workflows
Achieve 99.9% system availability through proactive monitoring
Establish robust knowledge transfer and support escalation processes

Core System Capabilities

Automated personnel calculation engine
AI-powered document recognition for candidate documents
Multi-dimensional reporting dashboard
Integrated interview scheduling and assessment tools
External workforce demand forecasting module

Technology Stack Requirements

ASP.NET

Microsoft SQL Server

GitLab

TeamCity

Zabbix

.NET Framework

MS IIS

System Integration Needs

Third-party recruitment platforms
Enterprise resource planning (ERP) systems
Identity management solutions
Cloud storage services

Operational Excellence Criteria

99.9% system uptime SLA
Real-time performance monitoring dashboard
Automated failover and recovery mechanisms
Scalable architecture for 10x user growth
Role-based access control (RBAC) security model

Expected Business Outcomes

Projected 600% increase in technical support throughput, reduction of incident resolution time by 70%, and elimination of critical system outages through proactive monitoring. The implementation of automated workflows is expected to reduce manual processing efforts by 40% while improving compliance with retail industry regulations.