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Modern ERP System Development for Enhanced Call Center Operations

qarbon.it

Business services

Information technology

Challenges in Call Center Operations and Manual Processes

The client faced significant operational inefficiencies due to reliance on Excel files for workflow management, fragmented communication systems, and lack of real-time data visibility across 11 locations. Manual processes created bottlenecks in customer service delivery and sales tracking.

About the Client

Leading customer service provider seeking digital transformation of call center operations

Goals for Operational Transformation

Implement integrated ERP system to replace manual workflows
Enhance team communication and process visibility
Enable real-time data tracking and analytics
Support 180+ users across multiple locations
Achieve cost-effective digital transformation

Core System Functionalities

CRM module with integrated VoIP technology for call tracking and analysis
Real-time statistics dashboard with external service integration
Automated workflow management system
Custom mobile application for internal communication
Multi-location data synchronization capabilities

Technology Stack Requirements

Node.js

React.js

JavaScript

System Integration Needs

VoIP communication services
External data analytics platforms
Mobile application backend services

Performance and Scalability Expectations

Support for 180+ concurrent users
Real-time data processing capabilities
Enterprise-grade security for customer data
Cross-platform compatibility (web and mobile)
High availability with minimal downtime

Expected Business Impact of Digital Transformation

The implementation is expected to eliminate manual Excel-based processes, improve customer service response times by 40%, enable real-time business intelligence across all locations, and reduce operational costs through automated workflows. The system will provide actionable insights into sales performance and communication patterns while supporting seamless team collaboration.