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Enhancing CRM System Scalability and Customer Service Efficiency Through Offshore Technology Partnership

99x.io

Information technology

Customer relationship management

Software development

Operational Challenges in CRM System Maintenance

Rapid business growth led to increased demand for system maintenance and customer service support, requiring a sustainable technology partner to ensure system reliability, reduce cycle time, and implement continuous quality assurance processes.

About the Client

Europe’s leading CRM provider specializing in customer journey optimization through integrated technology solutions

Strategic Project Goals

Reduce system cycle time through continuous quality assurance
Enhance CRM system functionality with innovative components
Develop an intuitive customer service portal
Establish long-term offshore technical expertise for scalability

Core System Requirements

Automated quality assurance framework
Intuitive customer service portal
Real-time system performance monitoring
Modular CRM component architecture

Technology Stack Preferences

Cloud-native application frameworks

Continuous integration/continuous deployment (CI/CD) pipelines

Test automation frameworks (Selenium, JUnit)

Microservices architecture

System Integration Needs

Legacy CRM system integration
Third-party analytics platforms
Customer support ticketing systems
Identity management solutions

Performance and Quality Standards

99.9% system uptime SLA
Scalable infrastructure for 10,000+ concurrent users
Sub-second response time for core transactions
ISO 27001 information security compliance

Expected Business Outcomes

11-year partnership growth from 4 to 12 dedicated specialists, 6000+ global business clients, and measurable improvements in system performance metrics through continuous quality assurance implementation.