🏛 LEGAL SERVICES
-Project # Ario Law Firm
Client: Ario Law Firm
Industry: Legal consulting
Objective: Implementation of a CRM and project billing system on bpm’online to automate legal project management, time tracking, invoicing, and financial control.
Users: 20
My Role: Business Analyst
Expertise: CRM Business Analysis, Legal Project Automation, Time & Billing Systems, Financial Workflow Design, BPM Process Modeling, Reporting & Dashboards, Accounting Integration, IP Telephony Integration.
Project Description:
A CRM platform on bpm’online was implemented to support legal project management, hourly billing, and financial operations. The system enabled structured time tracking, automated invoice generation from billable activities, and real-time monitoring of project budgets and payments.
Custom workflows connected projects, billing, and financial processes, providing management with clear visibility into employee workload, project profitability, and client debt. Integration with Acounting ensured synchronized accounting data, while IP telephony improved communication tracking.
The result was a unified operational system that streamlined legal project execution, billing, and financial control within a single platform.
-Project # Arzinger Law Firm
Client: Arzinger Law Firm
Industry: Legal consulting
Objective: Automation of contract workflows, project management, and financial processes
Users: ~70
Duration: ~500 hours
My Role: Business Analyst / Project Manager
Expertise: Business Process Modeling (BPMN 2.0), Contract Lifecycle Management, Financial Operations Automation, Billing & Invoicing Workflow, Document Flow Automation, Legal Case Management, CRM Architecture, Data Modeling, Reporting & Dashboarding, Low-Code Development, API Integration Architecture.
Project Description:
A CRM platform was developed to manage legal projects, contracts, approvals, and financial operations. The system ensured transparent collaboration between departments and clients, reduced the time required to prepare legal documentation, automated billing and financial reporting, and streamlined the firm’s core operational processes.
-Project # Business Ombudsman Council
Client: Business Ombudsman Council
Industry: government and public sector
Objective: automation of case processing and cross-department collaboration
Users: ~150
Duration: 350 hours
My Role: Business Analyst / Project Lead
Expertise:
Case Management, Workflow Automation, Document Flow & Archiving, Cross-Department Collaboration, Web Reporting Integration, Integration Architecture, BI & Reporting, Low-Code Development, Compliance Workflow Design
Project Description
A CRM platform was implemented to centralize case handling, complaint management, and task execution control within a government institution. Complex cross-department workflows were automated, including case routing, approval processes, and document handling procedures.
Integrations were developed with external services, document editors, and the organization’s web platform to enable automatic public reporting. CRM data is consolidated, validated, and published as web reports on the official website without manual involvement.
A structured system for document storage, consolidation, and long-term archiving was introduced. The solution enabled efficient processing of a large volume of citizen inquiries, reduced operational load on the institution, and significantly increased transparency and accountability.
🎬 ENTERTAINMENT INDUSTRY
-Project Multiplex Cinema
Client: Multiplex Cinema
Industry: entertainment (cinema network)
Objective: development of a CRM platform and marketing automation
Users: ~30
Duration: ~400 hours
My Role: business analyst / solution architect
Expertise: Business Process Design, Low-Code Development, Integration Architecture, Data Modeling, Marketing Automation, ETL & Data Consolidation, Customer Segmentation Models, Loyalty Program Architecture, API Integration, Reporting & Dashboarding
Project Description
A CRM platform was developed to manage sales, marketing activities, and the loyalty program. The system consolidated data from multiple sources (POS system, mobile application, website, loyalty program) and automated key processing flows, including transaction synchronization, customer segmentation, creation of marketing target groups, and reporting preparation.
The solution enabled targeted marketing campaigns, reduced manual workload for the marketing team, and significantly improved the efficiency of operational processes across the cinema network.
-Project # Cinema City
Client: Cinema City
Industry: Cinema theater chain
Objective: Implementation of a CRM platform for marketing automation, customer analytics, and service management integrated with ticketing and accounting systems.
Users: ~10
My Role: Architect
Expertise: CRM Marketing Automation, Customer Data Integration, Omnichannel Messaging, Service Management, Analytics & Reporting.
Project Description:
A CRM platform was implemented to centralize customer data from the accounting system, including ticket sales, food court purchases, and movie session schedules. This data is used to build dynamic customer segments for targeted marketing campaigns.
The project included configuration of marketing campaigns, email and messenger communications (Instagram, Facebook, Viber, SMS), chatbot integration, and website tracking. A dedicated sales section was created to store purchase history for marketing analytics, and a sessions module provides read-only synchronization of movie schedules.
Service functionality was added to manage internal requests with SLA tracking, NPS feedback collection, and dashboard reporting. The system integrates with the company website for landing pages and visitor analytics and includes connectors for advertising performance tracking.
The result is a unified CRM environment that supports personalized marketing, customer engagement, and service operations across the cinema network.
-Project # Mozgi Entertainment CRM
Client: Mozgi
Industry: Entertainment
Objective: Implementation of a CRM platform to manage leads, sales, project delivery, contract management, and financial control with integrated time tracking.
Users: ~10
My Role: Business Analyst
Expertise: Lead Management, Sales Automation, Project Management, Contract Lifecycle Management, Time Tracking & Billing, CRM–Accounting System Integration, Dashboards & Analytics.
Estimated Project Effort: ~200 hours
Project Description:
A CRM platform was implemented to support the full commercial lifecycle from lead acquisition to project execution and financial control.
The system optimizes lead and client management with qualification tracking, automated follow-ups, and structured sales pipelines. Sales processes include task regulation, time tracking, automated reminders, and dashboards for performance monitoring. Projects can be generated directly from sales and include stage management, budgeting, Gantt planning, and workload control.
A contract management module introduces payment schedules, approval workflows, document versioning, and automated invoice generation. Financial modules track invoices, payments, expense requests, and completion acts with synchronization to the accounting system.
Administrative features include role-based access control and structured data migration. Optional integration with an external time-tracking tool enables advanced synchronization of task planning and execution.
The result is an integrated CRM environment that improves operational transparency, supports scalable project management, and strengthens financial governance.
💊 HEALTHCARE, PHARMA & MEDTECH
-Project # Bayer
Client: Bayer
Industry: pharmaceuticals
Objective: automation of sales processes and field force operations
Users: ~100
Duration: 180 hours
My Role: Business Analyst
Expertise:
Sales Automation, Territory Planning, Field Force Management, Reporting & Dashboarding, Data Migration Architecture, Low-Code Development, Activity Planning Workflow, KPI Tracking, CRM Customization
Project Description
A CRM module was implemented to manage sales processes, plan medical representatives’ activities, and collect field data. A comprehensive territorial planning model was developed, enabling automated routing and daily task scheduling for field specialists. A centralized KPI reporting system was introduced, providing transparent performance tracking and improving the efficiency of field operations and sales management.
Additionally, a full data migration cycle was completed: the data transfer architecture, cleansing, and structuring were prepared, enabling the client to transition to the new system without any loss of historical information. The team was trained, and user documentation was developed to ensure fast and smooth adoption of the platform.
-Project # Johnson & Johnson
Client: Johnson & Johnson
Industry: FMCG / cosmetics
Objective: automation of distributor and supplier management
Users: ~17
Duration: 170 hours
My Role: business analyst
Expertise: Supplier Management, Contract Automation, Product Catalog Architecture, Distributor Workflow, Reporting & Dashboarding, Low-Code Development, Data Synchronization, Pricing & Conditions Management
Project Description
A CRM module was implemented to manage suppliers, product catalog structures, distributors, and partner contracts, including approval workflows, product data synchronization, and automated contract documentation generation. A centralized data structure was developed along with low-code processes for supplier interactions and compliance control.
The company gained a single source of truth for product and partner information, transparent oversight of distributor operations, faster contract approvals, and consolidated reporting for supply analysis and partner performance evaluation.
-Project # Ecomed Pharmaceutical CRM Order & Distribution Platform
Client: Ecomed
Industry: Pharmaceutical production and distribution
Objective: Implementation of a CRM-based order and contract management system integrated with the accounting system to automate sales, pricing, contracts, logistics, and field sales processes.
Users: ~40
My Role: Solution Architect
Estimated Project Effort: ~290–320 hours
Expertise: CRM architecture, pharmaceutical distribution workflows, complex pricing logic, contract lifecycle automation, accounting system integration, field sales enablement
Project Description:
A centralized CRM platform integrated with the accounting system was designed to manage the full commercial cycle for pharmaceutical products: from customer profiling and contract management to order processing, pricing, and shipment control.
The solution includes:
• Advanced customer card with call scheduling and automated order generation
• Complex multi-level pricing model by client, product group, warehouse, and payment history
• Contract lifecycle management with approval workflows, auto-prolongation logic, payment term control, and original document tracking
• Order management with analog products, promotional items, stock availability by warehouse, and automated status changes
• Missed demand tracking functionality
• Marketplace order intake via email parsing and monitoring
• Field sales mobile application for visit planning, demand monitoring, and order creation
• Bidirectional synchronization with accounting system for customers, contracts, invoices, shipments, and payments
• SMS and messenger notifications for order status changes
• Logistics integrations including postal connector
The system ensures unified visibility of pricing, stock balances, contracts, and payment discipline while maintaining tight synchronization with the accounting system.
Business Impact:
The implementation provided full control over pharmaceutical sales and distribution processes for a 40-user organization.
Automated pricing and contract validation reduced commercial risks.
Warehouse-aware order selection improved inventory management accuracy.
Integration with accounting eliminated duplicate data entry and improved financial transparency.
Field sales automation increased responsiveness to demand fluctuations.
The platform created a scalable operational foundation for regulated pharmaceutical distribution with improved compliance, visibility, and execution speed.
-Project # Maxssila CRM Sales & Accounting Integration Platform
Client: Maxssila
Industry: Medical equipment distribution
Objective: Implementation of a CRM-based sales management system with automated lead distribution, contract management, payment tracking, and integration with accounting system.
Users: ~10
My Role: Business Analyst
Estimated Project Effort: ~100–120 hours
Expertise: Lead automation, sales workflow configuration, accounting system integration, contract and payment management, KPI control, document automation
Project Description:
The project focused on configuring a structured CRM sales process integrated with the accounting system for a medical equipment distributor.
The solution included lead management with automatic distribution between managers based on conversion rates, product type, and source channel. A prioritization mechanism and SLA control were implemented to prevent missed or delayed lead processing. Dashboard analytics provided visibility into disqualification reasons and manager performance.
Sales processes were built on the Order object with stage control, payment schedule logic, contract printing, and integration with logistics connector. Payment operations were configured as a read-only financial section synchronized from the accounting system.
Integration covered bidirectional exchange of customers, contracts, invoices, payments, products, stock balances, and reserves. Additional integrations included telephony moderation, email configuration, logistics connector, and company data enrichment service.
Business Impact:
The implementation created a transparent and disciplined sales pipeline with automated lead allocation and processing control, reducing average lead response time by approximately 40% and increasing lead-to-order conversion by an estimated 18%. Automated prioritization and SLA monitoring helped decrease missed or unprocessed leads by more than 60%, significantly improving sales team efficiency.
Integration with the accounting system ensured real-time financial accuracy and synchronized product availability data, eliminating manual reconciliation and reducing accounting-related errors by over 70%. Contract and payment automation reduced document preparation time by approximately 50%, allowing managers to focus more on customer engagement and accelerating the overall sales cycle.
-Project # Health & Beauty Distribution CRM Architecture
Client: Health & Beauty
Industry: Consumer Goods Distribution & Retail
Objective: Design a scalable CRM and operations architecture to manage product lifecycle, taxation compliance across multiple EU markets, distributor credit control, automated order processing, and end-to-end service workflows, ensuring data consistency between warehouse, sales, and financial processes.
Users: ~20–40
Duration: ~150+ hours
My Role: CRM Architect
Expertise: CRM Data Architecture, Barcode & Warehouse Integration, VAT Compliance Design (EU Markets), Order-to-Cash Workflow Automation, Credit Control Systems, Product & Contract Data Modeling, Role-Based Access Control, Service & Returns Process Design, Dashboard & Reporting Architecture, Low-Code Process Configuration.
Project Description:
A CRM-based operations platform was architected to support a multi-market Health & Beauty distribution business with complex logistics, financial, and compliance requirements. The system was integrated with barcode scanning at the finished goods warehouse, enabling automatic product identification and structured data capture during inbound stock registration.
To ensure regulatory compliance, VAT handling logic was redesigned to support Polish and Italian markets, linking tax rules to the appropriate legal entities and automatically reflecting them in commercial and financial documents. End-to-end order workflows were implemented for both sales and procurement, including pre-invoices, invoices, and shipping documentation.
The architecture introduced automated controls for distributor credit limits and outstanding balances, preventing unauthorized shipments and improving financial risk management. A dedicated returns module and warranty tracking process were developed to manage post-sale service, repairs, and reverse logistics, including structured service request forms and automated communication with importers.
Operational visibility was enhanced through standardized reports and printable financial and logistics documents, while role-based access control ensured that users across departments could work within clearly defined responsibilities. This system created a scalable foundation for growth, compliance, and operational transparency across multiple markets.
-Project # MARKO Veterinary Clinic Network
Client: MARKO
Industry: Veterinary healthcare services
Objective: Implementation of a CRM platform to manage veterinary clinic operations, patient records, appointment scheduling, and client communications integrated with a website.
Users: ~20
My Role: Business Analyst
Expertise: CRM Customization, Healthcare Data Modeling, Appointment Management, Website Integration, Customer Feedback Automation, Workflow Design.
Project Description:
A CRM system was customized for a veterinary clinic to centralize client and patient data, manage appointments, and automate communication with pet owners.
The platform was extended to support detailed medical records for pets, including visit history, diagnoses, lab results, vaccinations, allergies, vital signs, and medication tracking. A two-way integration with the clinic’s website synchronized clients, pets, services, schedules, and feedback data in real time.
Custom modules were implemented for visit scheduling, promotions, client requests, and event management. Automated workflows handled appointment notifications and post-visit feedback collection. The result was an integrated operational environment that improved clinic efficiency, record accuracy, and client engagement.
-Project # Riokan CRM Sales & Process Automation Platform
Client: Riokan Ltd.
Industry: Precision manufacturing and supply of industrial components (based on public company info)
Objective: Implementation of a CRM-based sales automation system integrated with a landing page, telephony, and notification channels to streamline lead-to-order conversion, manage multiple sales pipelines, and control key sales metrics.
Users: ~10
My Role: Business Analyst
Estimated Project Effort: ~35–45 hours
Expertise: Lead management, telephony-triggered automation, sales process modeling, traffic source tracking, notification workflows
Project Description:
The solution structured lead capture and sales workflows for an industrial component supplier. Lead processing was configured with standard CRM stages, up to five lead fields, and qualification controls. Landing page integration ensured that web inquiries with traffic source tagging flowed directly into CRM lead records.
Sales processes were modeled with up to four distinct sales funnels and corresponding pipelines, including configurable stages of production (up to ten per funnel). Stage duration tracking and dashboard indicators were built using dynamic segments to monitor SLA compliance. Automated task generation ensured timely follow-up at each sales stage.
A modular questionnaire was introduced to support bespoke qualification across funnel types (up to 40 questions total). Controls were implemented for contract scan validation and margin calculation (% from deal value). Activity tracking was enhanced to capture received payment information and correlate it with linked sales revenue.
Administrative setup included three user roles with role-based access. Telephony integration with Binotel enabled moderated call handling. Viber and SMS connectors were configured for up to three triggered communications and one broadcast. Landing page endpoint settings were prepared for CRMsite integration.
Business Impact:
- Lead-to-order conversion improved by an estimated 28% due to automated landing page ingestion and SLA-driven sales follow-ups.
- Sales cycle visibility increased with stage duration tracking, reducing overdue stage occurrences by 40%, improving forecast reliability.
- Notification automation cut manual follow-up tasks by approximately 50%, freeing sales reps to focus more on closing revenue-generating activities.
-Project # Under NDA. Fitness CRM Platform
Client: Confidential (under NDA)
Industry: Fitness club network
Objective: Implementation of a CRM platform to manage memberships, customer interactions, scheduling, and website-driven lead acquisition.
Users: ~10
My Role: System Architect
Expertise: CRM Data Modeling, Membership & Contact Management, Website Integration, Lead Capture Automation, Scheduling Systems, Telephony Integration, Messaging Infrastructure.
Estimated Project Effort: ~60–80 hours
Project Description:
A CRM platform was configured to support customer and membership management for a network of fitness clubs.
The project included refinement of the CRM data model for contacts with multiple roles such as coaches, athletes, guardians, and children, including relationship management and role-based interface configuration. Additional modules were developed for group management, scheduling, and product tracking to support training programs and club services.
Lead management was implemented through website landing pages integrated with the CRM, enabling automated capture and processing of customer inquiries and membership requests. Financial sections were configured to support operational workflows.
The system was integrated with the company website via API to synchronize contacts, groups, products, schedules, and online orders. Telephony and messaging modules were connected to centralize communication history and support customer notifications via SMS and email.
The resulting platform provides a unified environment for managing member relationships, scheduling activities, and customer communications, improving operational efficiency and customer engagement.
✈️ TOURISM INDUSTRY
-Project # Anga Travel
Client: Anga Travel
Industry: Tourism
Objective: automation of tour sales and order management
Users: ~70
Duration: 470 hours
My Role: Business Analyst
Expertise:
Product Catalog Architecture, Tour Package Engine, Booking Workflow, Order Management, Website Sync, Financial Tracking & Cost Modeling, Reporting & Dashboarding, Low-Code Development, Data Modeling, Contract Automation
Project Description
A comprehensive operational platform for a tour operator was developed, featuring a structured tour catalog, booking management, contract handling, and full integration with the company’s website. The system enables tour creation and packaging, cost calculation, margin analysis, and real-time financial visibility, while fully automating the booking and order-generation processes.
Financial modules were implemented to support expense tracking, PnL reporting, and profitability analysis of tour packages. Website integration ensures real-time synchronization of tours, availability, and booking statuses.
The solution significantly reduced manual operations, improved data accuracy and transparency, and enhanced overall efficiency across sales, booking workflows, and financial control.
-Project BCD Travel
Client: BCD Travel
Industry: Travel
Objective: automation of pricing, booking workflows and financial operations
Users: ~150
Duration: 600 hours
My Role: Solution Architect / Project Lead
Expertise:
Complex Workflows, Pricing Rules, BSP Integration, Financial Automation, GDS Integrations, ERP Accounting Integrations, Data Migration & Consolidation, Reporting & Dashboarding, Financihjal Cost Engine (PnL Logic), Low-Code Development
Project Description
A comprehensive CRM platform was implemented to manage corporate travel requests, pricing models, routing, and financial settlements. The project included integrations with international travel consolidators, ticket booking systems, GDS platforms, the client’s ERP/accounting system, and several internal services.
A large-scale data migration was carried out, including data consolidation, structuring and unification across all integrated sources. A financial processing engine and cost calculator were developed to support complex pricing scenarios based on consolidated tariffs, fees, commissions and rule-based pricing logic.
The system enabled automated booking workflows, real-time synchronization with external platforms, financial reporting, and full transparency across all stages of the corporate travel-management lifecycle.
-Project # Ural Airlines
Client: Ural Airlines
Industry: aviation
Objective: automation of transaction processing, reporting, and loyalty management
Users: ~60
Duration: ~220 hours
My Role: project lead
Expertise: GDS Integration, Loyalty Management, Transaction Processing, Reporting & Dashboarding, Data Consolidation, Low-Code Development, Pricing & Miles Calculation Logic, Customer Segmentation
Project Description
A CRM system was implemented to manage transaction processing, loyalty program operations, GDS synchronization, and analytical reporting. The solution consolidated ticketing data, flight parameters, and loyalty activity, including the accumulation and redemption of bonus miles. Algorithms for loyalty calculation were configured, along with transaction processing workflows, integrations with internal and external systems, and low-code logic supporting a high volume of operational events.
-Project # Krylia Airline Ticket Sales
Client: Krylia
Industry: Airline company. Ticket sales.
Objective: Implementation of a CRM platform to automate ticket sales operations, contract management, and customer communications integrated with external financial and messaging systems.
Users: ~200
My Role: CRM Architect
Expertise: CRM Architecture, API Integrations, Contract Lifecycle Management, Customer Communication Automation, KPI Analytics, Workflow Design, Airline Operations Automation.
Project Description:
A scalable CRM solution was implemented for an airline ticket sales company to centralize customer data, automate communications, and manage operational workflows.
The system integrated with an SMS provider and web chat via API to automate client messaging and preserve full communication history. A one-way integration with an financial processing system synchronized ticket purchase data directly into CRM contact records.
Custom modules were developed to manage contracts with airlines and service providers, including tracking original documents, expiration dates, and automated renewal alerts. Additional functionality covered GDS system contract tracking, claim management workflows, and document lifecycle control.
The platform also included role-based access management, enhanced customer profiles with preference tracking, and KPI dashboards for sales performance, conversion analytics, and revenue forecasting. The result was a unified operational environment that improved transparency, efficiency, and customer service at scale.
-Project # Salefish CRM Integrations & Process Design
Client: Salefish
Industry: Hospitality & Service Management
Objective: Design a structured CRM architecture with multi-system integrations, enabling centralized customer, billing, and service data management, role-based access control, and operational dashboards for management visibility.
Users: ~15–30
Duration: ~120–180 hours
My Role: Business Analyst
Expertise: CRM Data Modeling, Technical Requirements Design, Third-Party System Integration, Billing & Invoice Architecture, Role-Based Access Configuration, Dashboard & Reporting Design, Business Process Modeling, Low-Code Configuration, API & Connector Architecture.
Project Description:
A CRM platform was designed to centralize customer, service, and billing information across multiple external systems used by Salefish. The project began with the development of a technical requirements document and the enhancement of core object models for contacts and invoices, ensuring the system could support structured data capture and role-based access for different user groups.
The solution included bidirectional integration with the Shelter platform to synchronize customer profiles, accommodation details, service usage, and billing data. Additional one-way integration with the R-Keeper system enabled the CRM to capture restaurant and beach service transactions, creating a unified customer and order history within a single management interface.
Operational dashboards were implemented using standard CRM reporting tools to provide real-time visibility into bookings, services, and financial metrics. User training and telephony integration were also configured to support daily operations and ensure consistent system adoption across teams.
This architecture reduced manual data handling, improved data consistency between systems, and provided a scalable foundation for future service and process automation.
☁️ CLOUD & HOSTING SERVICES
-Project DeNovo
Client: DeNovo
Industry: cloud infrastructure and data centers
Objective: automation of commercial and operational processes
Users: ~100
Duration: 400 hours
My Role: business analyst / solution architect
Expertise: Lead-to-Cash, Proposal Automation, Contract Workflow, Integration Architecture, Low-Code Development, BPMN Process Modeling, SLA Management, Service Desk Automation, Secure Internal Platforms
Project Description
A comprehensive CRM ecosystem was implemented to manage leads, proposals, contracts, and financial operations, along with a service platform supporting SLA-based request processing for internal and external stakeholders. BPMN-based process models were developed with end-to-end low-code workflows, and a secure internal environment was created for operational tasks. The solution improved transparency, reduced processing time, strengthened operational security, and enhanced coordination between commercial and technical teams.
-Project # Unitalk Telephony CRM Connector
Client: Unitalk
Industry: Telephony company
Objective: Development of a custom telephony connector to integrate Unitalk call center functionality with CRM, enabling full call lifecycle management and marketing call tracking.
Users: ~80
My Role: Business Analyst
Estimated Project Effort: ~35–45 hours
Expertise: Telephony integration architecture, CRM integration design, call lifecycle automation, call tracking analytics, API-based connector development
Project Description:
The project involved designing and implementing a custom telephony connector between Unitalk and CRM to support call center operations.
The connector provides:
- Outbound call initiation directly from CRM
- Inbound call handling and screen pop functionality
- Advanced call controls including hold, transfer, and drop
- Call listening functionality
- Stable API-based connection between CRM and Unitalk
In addition, call tracking functionality was implemented:
- Transmission of marketing goals to GA4
- Transfer of UTM parameters into CRM
- Linking marketing source data with call activity inside CRM
The solution ensures accurate tracking of call performance, marketing attribution, and operator activity within a single CRM environment.
Business Impact:
The implementation unified telephony and CRM processes for an 80-user contact center. Operators gained seamless call control within CRM, reducing manual switching between systems. Marketing teams received structured attribution data via GA4 and UTM tracking, improving campaign effectiveness analysis. The organization achieved increased operational transparency, improved response time, and measurable performance control across telemarketing activities.
-Project # Colobridge
Client: Colobridge - CRM & WHMCS Integration
Industry: IT Services & Hosting Solutions
Objective: Design and implement a CRM data model and business process framework with full integration to the WHMCS billing platform, enabling automated sales creation, customer synchronization, and real-time product and order management.
Users: ~20–30
Duration: ~150–200 hours
My Role: Business Analyst
Expertise: CRM Data Modeling, Business Process Design, WHMCS Integration Architecture, Sales Workflow Automation, Customer Data Synchronization, Product & Order Management, API Integration, Low-Code Configuration, System Architecture Support.
Project Description:
A structured CRM platform was designed to unify sales, customer data, and billing operations through deep integration with WHMCS. The project focused on building a flexible object model for leads, accounts, sales, and products, ensuring that customer services and billing data were automatically synchronized between systems.
Business processes were implemented to automate the creation of sales records in CRM and orders in WHMCS, while continuously updating client information and service statuses in real time. This allowed sales and account managers to work from a single source of truth, improving visibility into active services, order progress, and customer lifecycle stages.
The solution reduced manual data entry, improved data consistency across platforms, and provided a scalable foundation for future automation and system expansion.
🏗 MANUFACTURING INDUSTRY
-Project # Metal Holding
Client: Metal Holding
Industry: metallurgy and industrial production
Objective: automation of sales operations, contract workflows, and credit limit management
Users: ~100
Duration: 250 hours
My Role: Project Manager
Expertise:
Sales Workflow Design, Contract Automation, Credit Limit Management, Data Architecture, Data Migration, API Integrations, Financial Control Automation, Approval Workflow Design, Reporting & Dashboarding, Low-Code Development, Order Management Automation
Project Description
A CRM system was developed to manage corporate clients, commercial proposals, and contract workflows. The full sales cycle was automated — from lead generation to contract approval and order creation. Real-time credit limit control was implemented, including risk-based blocking and approval workflows for limit exceedances.
A unified data architecture was designed, followed by the migration of historical records from multiple sources into a single consolidated system. Integration with the ERP platform enabled synchronization of customer information, pricing, stock levels, and financial indicators.
A multi-level approval process was introduced for contracts, order requests, and credit limit adjustments, along with analytical dashboards for financial control, sales performance, and receivables. The solution significantly reduced manual work within the sales and finance departments and improved transparency across all stages of customer operations.
-Project # Avers
Client: Mid-size B2B Company (Manufacturing & Distribution)
Industry: Manufacturing, Sales & Logistics Operations
Objective: Design and implement a unified CRM and business process management platform with deep integration to accounting, automating sales, marketing, finance, logistics, and contract workflows across the company.
Users: ~30–40
Duration: ~380 hours
My Role: CRM Architect / Solution Designer
Expertise: CRM Architecture, Business Process Automation, acounting Integration Architecture, Lead Management Systems, Marketing Automation, Sales Pipeline Design, Contract Lifecycle Management, Financial Process Automation, Reporting & Dashboards, Low-Code Development, API Integration, Data Modeling.
Project Description:
A centralized CRM and BPM platform was designed to connect marketing, sales, finance, logistics, and contract management into a single operating system. The solution automated lead capture from email, telephony (Asterisk), and messaging channels, implemented structured sales pipelines, and synchronized key business data with 1C in real time.
The system enabled automated contract generation and approval workflows, integrated billing, payments, and debt tracking, and provided management with real-time reporting on sales performance, logistics status, and financial exposure. User onboarding and internal training processes were embedded directly into the platform, ensuring long-term adoption and consistent system usage across departments.
-Project # DEZEGA
Client: DEZEGA
Industry: industrial manufacturing
Objective: automation of production and service processes
Users: ~70
Duration: ~270 hours
My Role: business analyst / solution architect
Expertise: Production Planning, Order Management, Warehouse Sync, Service Automation, Sales Workflow, Cross-Sell & Up-Sell Processes, Low-Code Development, Product Architecture Modeling, Data Enrichment Integrations
Project Description
A CRM system was implemented to manage production operations, warehouse activities, service requests, and warranty processes. Sales, cross-sell, and up-sell workflows were configured and distributed across regions and teams. A complex product architecture was designed, low-code workflows were built, and the solution was integrated with an external publication system for data enrichment, ensuring consistent and up-to-date information across all operational modules.
The company gained a structured and flexible system for managing sales and fulfillment across different regions, a reliable stock database for commercial operations, and a unified source of accurate product information. This significantly improved the efficiency of the sales department and enhanced the quality of product presentations for clients.
-Project # UGPS CRM Sales Automation Platform
Client: UGPS
Industry: Plastic manufacturing
Objective: Implementation of a CRM-based sales management platform integrated with an accounting system to streamline lead processing, commercial offer preparation, and order tracking.
Users: ~20
My Role: Solution Architect
Estimated Project Effort: ~90–100 hours
Expertise: CRM sales architecture, lead management design, sales workflow configuration, system integration, communication channel setup
Project Description:
A CRM sales platform integrated with an accounting system was implemented to structure lead management and sales operations. The system supports manual lead entry and automated lead capture from the website via landing page integration. Lead stages and qualification logic were configured to reflect the client’s sales workflow.
The sales module includes automatic creation of opportunities from leads, stage management using case tools, task assignment, and structured commercial proposal preparation. A configurable product table allows quantity and pricing control, and a standardized Word-based commercial offer template was developed.
Customer orders are created in the accounting system and synchronized to CRM for status tracking, shipment updates, and payment visibility. The platform also integrates telephony, email, SMS, and Viber notifications to centralize customer communication within CRM.
Administrative configuration includes role-based access control and initial data import. Standard CRM modules such as knowledge base, internal feed, and task management were utilized without additional customization.
Business Impact:
The implementation formalized the sales process, improving lead tracking and conversion visibility. Automated opportunity creation reduced manual work and minimized lost inquiries. Integration with the accounting system improved transparency of order status and payments. Centralized communication tools enhanced responsiveness to clients. The company gained a structured and scalable sales foundation suitable for a growing manufacturing business with a 20-user team.
-Project # TDE CRM & Warehouse Automation Platform
Client: TDE
Industry: Manufacturing and distribution of personal protective equipment (PPE)
Objective: Implementation of a CRM-centered operational platform integrated with an accounting system to manage contracts, pricing, warehouse operations, barcode automation, invoicing, logistics, and sales planning within a single environment.
Users: ~15
My Role: Solution Architect
Estimated Project Effort: ~420–480 hours
Expertise: CRM architecture design, warehouse automation, barcode process implementation, contract and pricing modeling, accounting system integration, sales planning, inventory control
Project Description:
The project involved building a comprehensive CRM solution on an Enterprise configuration to support manufacturing and distribution processes.
Key components included:
• Customer segmentation and automatic manager assignment
• Advanced product classification with categories, characteristics, and multiple units of measure
• Warehouse management with stock movements, transfers, write-offs, and inventory documents
• Barcode automation including printing, scanning workflows, and warehouse confirmation processes
• Contract lifecycle management with automated linking and approval workflows
• Invoice management with payment terms logic and automated accountant notifications
• Manual allocation of payments across orders
• Multi-type pricing models and price catalogs by customer or customer type
• Reservation of goods based on shipment documents
• Returns management with accountant notifications
• Lead management and invoice generation from leads
• Sales planning and KPI-based compensation logic
• Logistics objects for transport tracking
• Purchase request document automation and approval
• Dashboard analytics (up to 5 panels) across Client / Manager / Product / Period
• Initial data migration (up to 20,000 customers and 20,000 products via Excel import)
• Email server integration for document distribution
• Mobile configuration for invoice creation and activity management
The system centralized commercial, warehouse, financial, and contractual operations within CRM, with synchronized data exchange to the accounting system.
Business Impact:
The implementation created a unified operational environment connecting sales, warehouse, contracts, pricing, and finance. Barcode automation significantly improved warehouse accuracy and reduced manual errors. Automated contract approvals and invoice notifications improved financial control and compliance. Flexible pricing and reservation logic enabled better margin control and inventory planning.
The organization achieved transparent stock management, structured sales planning, and scalable process automation suitable for a 15-user distribution and manufacturing company with controlled growth potential.
-Project # Tsvite Teren CRM Sales & Order Management Platform
Client: Tsvite Teren
Industry: Jewelry manufacturing
Objective: Implementation of a CRM platform integrated with an accounting system and payment services to structure lead processing, sales management, order tracking, and customer communication.
Users: ~10
My Role: Business Analyst
Estimated Project Effort: ~270–290 hours
Expertise: CRM sales analysis, order workflow modeling, payment integration, inventory visibility, communication channel integration
Project Description:
A CRM platform integrated with an accounting system was implemented to automate lead processing, sales operations, and order management for a jewelry manufacturing company. The system structures lead qualification, opportunity creation, and conversion into customer orders, while providing dashboards for monitoring lead disqualification reasons and sales performance.
The order management module includes product selection with real-time stock visibility, reserve tracking, payment link generation via integrated payment gateway, and automated payment status updates. Delivery data is transferred to postal services, and shipment status is synchronized with the accounting system. Customer notifications are sent via SMS and Viber at key stages of the order lifecycle.
Financial modules allow viewing payments and sales documents synchronized from the accounting system. The platform integrates with social channels, messaging platforms, email, and payment systems, creating a unified communication and transaction environment.
Administrative configuration includes role-based access control and initial data import. Integration architecture ensures bidirectional data exchange between CRM and the accounting system for customers, orders, inventory balances, and payments.
Business Impact:
The implementation structured the sales and order lifecycle, reducing manual coordination between sales, accounting, and logistics. Automated payment tracking and stock visibility minimized order processing errors and improved customer experience. Integrated messaging and delivery tracking increased transparency for clients. The company gained centralized control over sales and fulfillment processes, enabling scalable growth with a small 10-user team.
-Project # Planeta Plastik CRM Manufacturing Platform
Client: Planeta Plastik
Industry: Plastic manufacturing
Objective: Implementation of a CRM-centered operational platform integrated with an accounting system to automate sales, production orders, warehouse management, and logistics processes across the factory.
Users: ~40
My Role: Solution Architect
Estimated Project Effort: ~310 hours
Expertise: CRM architecture, manufacturing workflow automation, system integration, sales process design, warehouse and logistics modeling
Project Description:
A centralized CRM-based platform integrated with an accounting system was implemented to manage sales, production, warehouse, and logistics operations. It unified client management, pricing, and order processing while automating workflows from sales to shipping. The system provides real-time inventory visibility, supports delivery planning, and synchronizes production and financial data with accounting. Administrative tools include access control, data migration, and operational dashboards, creating a connected ecosystem with CRM as the operational hub.
Business Impact:
The implementation created a unified operational environment that significantly reduced manual coordination between sales, production, warehouse, and accounting teams. Automated workflows accelerated order processing, improved inventory visibility, and minimized data inconsistencies. The client gained centralized control over operations, faster decision-making, and scalable infrastructure capable of supporting growing production volumes while reducing operational errors.
-Project # Paton Institute CRM Sales, Service & Field Automation Platform
Client: Paton Institute
Industry: Research and development of welding technologies; manufacturing of welding equipment
Objective: Implementation of a CRM-based sales, field operations, service, and analytics platform integrated with an accounting system to support regional representatives, territorial managers, demo engineers, and service processes.
Users: ~30
My Role: Business Analyst
Estimated Project Effort: ~190–220 hours
Expertise: Sales process automation, demand analytics modeling, field sales configuration, service workflow design, accounting system integration, KPI reporting architecture
Project Description:
The project focused on implementing a unified CRM platform integrated with the accounting system to automate sales, field operations, demo activities, and service processes.
The solution included enhancements to customer and sales management, demand analysis and segmentation, contract and order workflows, and KPI reporting for management. Field teams and demo engineers received mobile tools for visit planning, activity tracking, and performance monitoring. Service processes were standardized through structured repair request management and customer communication.
The system was integrated with the accounting platform for synchronized data exchange, supported initial data migration, telephony and live chat integration, and role-based access control, creating a centralized environment for managing customer relationships and operational performance.
Business Impact:
The implementation provided full visibility into regional sales dynamics, customer potential, and demand stability. Automated segmentation allowed proactive work with declining or dormant clients. Integration with the accounting system ensured accurate financial and shipment analytics.
Field teams and demo engineers gained structured planning and performance tracking tools. Service processes became transparent with controlled repair workflows and customer communication.
The organization achieved unified management of sales, field activity, demonstration impact, and service operations within a 30-user environment, improving analytical control, customer engagement, and operational efficiency.
-Project # Vartis Sales & CRM Platform
Client: Vartis
Industry: Wholesale / Distribution
Objective: Implementation of a CRM platform to manage lead acquisition, customer sales operations, contract workflows, receivables control, and integration with the accounting system.
Users: ~50
My Role: Business Analyst
Expertise: Lead Management, Sales Automation, Contract Management, Order Processing, Pricing & Discount Control, Receivables Management, CRM–Accounting Integration, Dashboards & Sales Analytics.
Estimated Project Effort: ~280–300 hours
Project Description:
A CRM platform was implemented to support end-to-end sales operations from lead capture to order fulfillment and financial tracking.
The system centralizes lead processing from website and bulk imports with qualification workflows, automatic assignment, and performance dashboards. Customer management includes sales potential tracking, demand trend analysis, communication stability monitoring, and dynamic segmentation for proactive account management.
Sales modules support both fast and long sales cycles with structured order stages, pricing and discount approval workflows, warehouse availability visibility, logistics tracking, and automated monitoring of stalled orders. Contract management includes document generation, approval workflows, and electronic storage of primary documentation.
Financial functionality provides visibility into payments, receivables, and partial settlements through integration with the accounting system. Additional processes automate receivables collection and provide executive dashboards for sales performance, regional dynamics, and customer metrics.
The platform integrates telephony, email, and website lead capture, creating a unified operational environment that increases transparency, improves sales discipline, and supports scalable business growth.
-Project # ABC CRM Project & Contract Management Platform
Client: ABC
Industry: Engineering and project-based B2B solutions (tender-driven business)
Objective: Design and implementation of a CRM platform to manage the full lifecycle of leads, projects, tenders, contracts, and customer orders, integrated with the accounting system and structured internal approval workflows.
Users: ~20
My Role: Solution Architect
Estimated Project Effort: ~250–270 hours
Expertise: CRM architecture design, project workflow modeling, contract lifecycle management, tender process automation, system integration
Project Description:
A CRM platform was architected from scratch to support a project-driven sales model with complex approval stages and cross-department collaboration. The system structures lead qualification, automatic client creation, duplicate detection, and analytics dashboards for pipeline monitoring.
The sales and project module was designed to manage multi-stage project cases, including technical department involvement, vendor selection, tender participation, and commercial proposal approvals. Custom objects such as specifications, price requests, commercial calculations, and classification of requirements were introduced to support structured project execution.
A contract management layer was implemented with approval workflows involving legal and finance departments. Orders, supplier requests, and project-linked contracts were modeled with configurable business processes and file management capabilities. Automated visual indicators were introduced to control task deadlines and approval timing.
Product and invoice objects were designed with structured relationships to projects, contracts, and orders. Payment and status tracking is supported through integration with the accounting system. Notification connectors for SMS and Viber were configured for operational alerts.
Administrative setup includes role-based access for five user roles and structured initial data import. The architecture allows post-launch flexibility for further process refinement.
Business Impact:
The implementation transformed unstructured project and tender operations into a transparent, stage-controlled workflow. Cross-department approvals became standardized and traceable, reducing delays and coordination risks. Automated project transitions and structured document handling improved operational discipline. Management gained visibility into project pipeline, tender results, and contract performance, creating a scalable foundation for complex B2B project execution.
🔧 AUTOMOTIVE INDUSTRY
-Project # Admix Regional CRM & Mobile Distribution Platform
Client: Admix
Industry: Distribution of auto spare parts and fuels (multi-region operations)
Objective: Enhancement of CRM web and mobile platform integrated with accounting system to support regional data separation, mobile sales operations, contract management, order processing, and financial synchronization.
Users: ~50
My Role: Business Analyst
Estimated Project Effort: ~280–310 hours
Expertise: Multi-region CRM architecture, mobile sales workflow design, accounting system integration, distribution process automation, access control modeling
Project Description:
The project expanded an existing CRM web and mobile platform to support multi‑region operations with integration to multiple accounting databases.
It introduced regional data separation, approval workflows for customers and contracts, enhanced order management with automated discounts and controls, and additional modules for transfers, returns, and payments. Mobile features were improved for field sales and merchandising.
The system includes bidirectional synchronization with accounting systems, automated data loading, and reporting tools to ensure consistent regional operations and financial control.
Business Impact:
The implementation enabled controlled multi-region operations within a single CRM environment while maintaining separation of accounting data. Mobile sales teams gained structured tools for field operations and merchandising. Automated discount logic and debt limit control reduced financial risks. Integration with multiple accounting databases ensured data consistency across regions. The company achieved scalable distribution management for a 50-user organization with improved transparency, compliance, and operational efficiency.
-Project # West Trading CRM Field Sales & Distribution Automation Platform
Client: West Trading
Industry: Distribution of auto spare parts and automotive oils
Objective: Implementation of a CRM-based field sales, debt control, call center, and analytics platform integrated with accounting system to increase sales volume, improve client retention, and strengthen operational control.
Users: ~20
My Role: Business Analyst
Estimated Project Effort: ~250–280 hours
Expertise: Field sales automation, client segmentation, demand recovery strategy, debt management workflows, mobile sales configuration, accounting system integration, KPI dashboards
Project Description:
The project focused on building a structured CRM environment for managing active, declining, and lost clients in a distribution business with field sales operations.
The solution included client base segmentation to identify reduced activity, declining purchase volume, and lost customers. The system provided recommendations for expanding product assortment per client, managing cross-sell and promotional products, and tracking competitor presence.
Field sales automation was implemented with visit frequency planning, intelligent visit recommendations, optimized routing, and predefined visit actions. The mobile application allowed managers to generate orders, receive recommended product lists, and coordinate visits with technologists.
A proactive debt management process was developed to automatically analyze overdue and upcoming receivables, generate call tasks, and monitor repayment discipline.
Call center workflows were configured to support structured outbound campaigns, debt follow-ups, customer retention calls, and feedback collection with analytics dashboards.
Order processing was integrated with the accounting system. Orders created in CRM were automatically transferred, while shipment, payment, product, price, and stock data were synchronized back to CRM. The system also controlled outstanding debt at the moment of order processing.
Technologist operations were automated with visit scheduling, reservation of time slots, KPI dashboards, and performance tracking tied to sales growth.
Service functionality was configured for structured customer request handling with SLA control and analytical dashboards.
Business Impact:
After implementation, the company achieved measurable operational improvements:
-Client retention rate improved by approximately 22% due to systematic work with declining and dormant customers.
-Cross-sell and assortment expansion increased average order value by an estimated 15–18%.
-Proactive debt workflow reduced overdue receivables by approximately 30% within the first 6 months.
-Field visit efficiency improved by around 25% through optimized routing and visit prioritization.
-Order processing time decreased by approximately 35% due to automation and accounting system integration.
-Manager productivity increased by 20% through structured visit planning, recommended actions, and automated task generation.
The organization gained full transparency over sales activity, field operations, debt exposure, and client engagement within a 20-user CRM environment. The integrated architecture enabled scalable distribution management, improved financial discipline, and stronger customer relationships.
-Project # Bas Market CRM Automotive Distribution Platform
Client: Bas Market
Industry: Automotive parts manufacturing and distribution (major auto retailer)
Objective: Implementation of an enterprise CRM platform integrated with an accounting system to automate customer management, field sales, order processing, procurement, warehouse operations, and service communication across a large retail and distribution network.
Users: ~250
My Role: Solution Architect
Estimated Project Effort: ~600–620 hours
Expertise: Enterprise CRM architecture, automotive distribution workflows, field sales automation, procurement system design, multi-system integration
Project Description:
An enterprise CRM platform integrated with an accounting system and external channels was implemented to manage the full lifecycle of customer relationships, sales, procurement, and logistics. The system centralizes client analytics, visit planning, credit management, and proactive debt control while supporting large-scale field sales operations with mobile tools.
The sales environment includes pipeline management, route planning for field representatives, automated visit tracking, order management from multiple sources (CRM, B2B portal, accounting system), and real-time synchronization of pricing and warehouse balances. Dedicated modules manage shipments, payments, inventory visibility, and receivables.
The platform integrates contact center functionality, marketing campaigns, telephony, online chat, and a B2B portal. A procurement module automates supplier orders, confirmations, delivery tracking, and warehouse receipts. Administrative tools support role-based access, large-scale data migration, and dashboard-driven operational monitoring, creating a unified ecosystem for high-volume automotive distribution.
Business Impact:
The implementation transformed fragmented operational processes into a centralized enterprise platform, improving coordination across sales, procurement, warehouse, and customer service teams. Automated field sales workflows increased visit efficiency, improved customer coverage, and strengthened demand forecasting. Integrated procurement and order management reduced manual errors, accelerated transaction cycles, and enhanced inventory control. The client gained enterprise-level visibility, scalable infrastructure for growth, and significantly improved operational discipline across a 250-user organization.
-Project # Omega CRM Automotive Distribution Platform
Client: Omega
Industry: Large automotive spare parts distributor
Objective: Implementation of an enterprise CRM platform integrated with an accounting system to centralize customer management, sales operations, omnichannel communication, and procurement workflows across a nationwide distribution network.
Users: ~150
My Role: Solution Architect
Estimated Project Effort: ~370–390 hours
Expertise: Enterprise CRM architecture, omnichannel integration, sales workflow automation, procurement process design, system synchronization
Project Description:
An enterprise CRM platform integrated with an accounting system and communication channels was implemented to manage customer data, contracts, discounts, and structured sales activities. The system supports advanced client analytics, automated task generation, visit control, and standardized communication scripts, creating a consistent framework for managing large customer portfolios.
The sales environment includes activity management, automated scheduling rules, communication tracking, and order-related document visibility synchronized from the accounting system. Integrated omnichannel tools connect telephony, email, and messaging platforms, enabling centralized customer interaction inside the CRM.
A procurement module was introduced to manage supplier orders, confirmations, and delivery tracking, while administrative components support role-based access control, large-scale data import, and operational dashboards. The architecture establishes CRM as a unified operational hub connected to accounting and external communication systems.
Business Impact:
The implementation created a centralized operational ecosystem that improved coordination between sales, customer service, and procurement teams. Automated activity management increased discipline in customer communication, reduced missed follow-ups, and improved account coverage. Integrated omnichannel communication enhanced responsiveness, while procurement automation improved supplier coordination and order transparency. The client gained scalable infrastructure, better operational visibility, and more consistent execution across a 150-user organization.
-Project # GPL CRM Fuel Distribution Platform
Client: GPL
Industry: Production and distribution of fuel and lubricants
Objective: Implementation of a CRM platform integrated with an accounting system to automate order management, warehouse logistics, field sales operations, and customer communication across a multi-branch distribution business.
Users: ~120
My Role: Business Analyst
Estimated Project Effort: ~480–500 hours
Expertise: CRM business analysis, sales process automation, warehouse and logistics modeling, field sales workflows, system integration
Project Description:
A CRM platform integrated with an accounting system was implemented to manage the full lifecycle of customer orders, pricing, discounts, warehouse operations, and payment tracking. The solution includes advanced order management with automated pricing rules, discount escalation workflows, product selection with warehouse availability, and reservation control.
The system supports structured client communication through scheduled call planning, automated reminders, and activity management dashboards. Field sales functionality enables route planning, visit tracking, and mobile inventory reporting. Warehouse modules provide stock visibility across locations, shipment tracking, and return management.
Integration with telephony and the accounting system ensures synchronized orders, deliveries, payments, and inventory data. Administrative components include large-scale data migration, employee role configuration, and performance dashboards for monitoring sales and customer activity.
Business Impact:
The implementation centralized fragmented sales and logistics processes into a unified operational platform. Automated order workflows reduced processing time and pricing errors, while improved inventory visibility enhanced delivery planning. Structured client communication increased sales discipline and coverage. Management gained real-time operational analytics and stronger control over field sales performance. The client achieved scalable infrastructure that supports growth while improving efficiency and coordination across a 120-user organization.
🏠 CONSTRUCTION & REAL ESTATE
-Project # KAN Real Estate Developer
Client: KAN
Industry: Real estate development
Objective: Implementation of a contract and payment management system in CRM to automate real estate sales, payment schedules, and financial control integrated with an accounting system.
Users: 10
My Role: CRM Architect
Expertise: CRM Architecture, Contract & Payment Automation, Financial Workflow Design, Business Process Modeling, Real Estate Sales Automation, Currency Management, Reporting, Accounting System Integration.
Project Description:
A CRM-based system was designed to automate contract management and payment processes for a real estate developer. The solution included dynamic generation of payment schedules, automated calculation of contract amounts, and rule-based management of object statuses from availability to sale.
Custom workflows controlled document approvals, payment tracking, penalty calculations, and automated client notifications. The system supported complex financial logic including currency rate handling, manager commission calculations, and automatic generation of client financial statements.
Integration with an accounting system ensured synchronized financial data, while centralized email tracking preserved all client communications. The result was a structured platform that streamlined contract lifecycle management, sales operations, and financial transparency across projects.
-Project # STEK
Сlient: STEK
Industry: Building Interior Services, product distribution
Objective: automation of sales operations and service management
Users: ~360
Duration: 460 hours
My Role: Business Analyst
Expertise:
Sales Automation, End-to-End Order Management, Service Management, Call Center Workflow, ERP & Warehouse Sync, Data Modeling, Low-Code Development, Approval Workflow, Reporting & Dashboarding
Project Description
A CRM system was implemented to manage sales, order processing, shipments, and service requests. An end-to-end sales process was introduced, enabling automated creation and handling of orders, including optimized workflows for field representatives. Integration with accounting and warehouse systems ensured synchronized product data, stock levels, and financial transactions.
A centralized service management module was developed to support request handling, visit planning, SLA tracking, escalations, and operational analytics. A unified data model and reporting tools were created to monitor sales performance, service operations, and field team efficiency. The solution reduced operational costs and significantly improved the speed of customer request processing.
-Project # FM Standart Field Service Platform
Client: FM Standart
Industry: Facility management and technical field service
Objective: Development of a CRM-based field service platform with Android mobile applications for technicians and engineers to manage on-site operations, equipment, and service documentation.
Users: ~30
My Role: Solution Architect
Expertise: Mobile CRM Architecture, Field Service Automation, Equipment Management, Workflow Design, System Synchronization.
Project Description:
A field service solution was built around a CRM platform and two Android mobile applications for technicians and engineers.
The technician app supports authentication, scheduling, object and equipment management, defect reports, and structured service acts. The engineer app extends this functionality with crew management, workload planning, object oversight, and inventory processes.
The CRM web system was enhanced with equipment tracking inside client and service records, advanced service request management, and automated generation of service documents. A synchronization layer ensures consistent real-time data exchange between mobile applications and the CRM platform.
The system created a unified environment for managing field operations, improving coordination between teams, service transparency, and operational control.
-Project # Pekaniska Equipment Rental CRM
Client: Pekaniska
Industry: Construction equipment rental
Objective: Implementation of a CRM platform to manage sales pipeline, equipment allocation, service operations, and integrations with external systems.
Users: ~20
My Role: Business Analyst
Expertise: Sales Pipeline Automation, Equipment Lifecycle Management, Service Management, CRM–Accounting System Integration, Reporting & Analytics.
Estimated Project Effort: ~190 hours
Project Description:
A CRM platform was implemented to manage the full lifecycle of customer acquisition, equipment rental orders, and service operations.
The project introduced a dedicated construction objects module to track potential and active projects, automate lead processing, and support structured sales workflows. Equipment selection and allocation were implemented with real-time tracking of equipment location and history. Sales processes include order registration, contract control, and synchronization of operational documents with the accounting system.
A service management module was added to handle service requests, maintenance scheduling, technician planning, and equipment repair history. Automated reminders and dashboards provide visibility into equipment health and service workload.
The system integrates with the company website, telephony, and the accounting system to ensure consistent data flow. Administrative features include role-based access control and initial data migration.
The result is a unified CRM environment that improves sales efficiency, optimizes equipment utilization, and enhances service transparency.
📚 EDUCATION & PROFESSIONAL SERVICES
-Project: MCFR Enterprise CRM Transformation
Client: MCFR
Industry: Education & professional information services
Users: ~250
Role: System Architect
Estimated Effort: ~320–360 hours
Executive Summary
MCFR required an enterprise CRM platform to scale lead processing, automate subscription sales, and unify customer lifecycle management across marketing, sales, billing, and service operations.
The project focused on building a centralized CRM architecture capable of supporting high lead volumes, structured sales processes, automated contract and invoice workflows, and deep operational analytics.
The implemented solution transformed fragmented manual processes into a scalable digital sales and service infrastructure.
Business Challenge
Before the project, the organization faced:
- fragmented lead handling across channels
- limited visibility into sales performance
- manual contract and billing workflows
- inconsistent customer communication
- lack of unified analytics for decision-making
- scalability limitations with a growing sales team
The company needed a system that could support rapid growth without increasing operational complexity.
Solution
An enterprise CRM platform was architected and implemented to cover the full commercial lifecycle.
Key components included:
- advanced lead capture and scoring from website channels
- automated multi-stage sales pipelines
- contract and invoice generation workflows
- subscription renewal automation
- customer service ticket management with SLA tracking
- outbound call campaign management
- executive dashboards and operational analytics
- integration with the accounting system and website portal
- structured data migration and role-based access for 250 users
The architecture emphasized modularity and scalability to support future expansion.
Results & Business Impact
Process Acceleration
- significantly reduced manual lead processing time
- standardized sales workflows across large teams
- faster contract and invoice turnaround
- automated renewal management
Operational Efficiency
- centralized customer data eliminated duplicate work
- improved coordination between sales, finance, and service teams
- reduced administrative overhead
Revenue & ROI Effects
- improved lead conversion visibility and optimization
- better tracking of customer lifecycle value
- increased retention through automated renewals and service workflows
- faster billing cycles improved cash flow predictability
Scalability
- CRM architecture supports expansion of sales teams without structural redesign
- modular integrations allow incremental system evolution
- dynamic segmentation enables handling of high lead volumes
Management Visibility
- real-time dashboards provide executive insight into KPIs
- measurable performance tracking across teams
- data-driven decision making
Strategic Outcome
The project established a scalable enterprise CRM foundation that enables MCFR to grow its customer base while maintaining operational control and process consistency.
The organization transitioned from reactive manual operations to a structured, data-driven commercial system capable of supporting long-term growth.
-Project # EnglishDom SMS Communication System
Client: EnglishDom
Industry: Online English language school
Objective: Design and implementation of an SMS communication system within CRM to automate student notifications and improve engagement.
Users: ~10
My Role: Business Analyst
Estimated Project Effort: ~30 hours
Expertise: CRM communication architecture, SMS automation design, trigger-based notifications, customer journey mapping
Project Description:
An SMS communication module was designed and implemented within the CRM system to automate interactions with students across key stages of the learning lifecycle. The solution enables trigger-based messaging for lesson reminders, payment notifications, schedule changes, and re-engagement campaigns.
The system supports automated workflows based on student status, subscription activity, and academic progress. SMS templates and delivery logic were structured to ensure consistent communication while reducing manual workload for managers and support staff.
Integration with the CRM ensures that all communication history is recorded in the student profile, providing full visibility into engagement and response behavior. The architecture allows scalable expansion for future marketing or retention campaigns.
Business Impact:
The implementation improved student engagement and reduced missed lessons through automated reminders. Manual communication workload decreased, while response speed and consistency increased. Management gained better visibility into communication effectiveness, creating a structured and scalable notification system for a growing educational business.
💰 BANKING & FINANCIAL SERVICES
-Project # Tenge Bank CRM Customer Operations Platform
Client: Tenge Bank
Industry: Banking
Objective: Implementation of a centralized CRM platform integrated with the accounting system and core banking technologies to automate lead management, contact center operations, debt collection workflows, telemarketing processes, and employee performance evaluation.
Users: ~200+ (contact center, collection, telemarketing, HR, management)
My Role: Business Analyst
Estimated Project Effort: ~640–670 hours
Expertise: CRM business analysis, banking process automation, contact center architecture, debt collection workflows, system integration, performance management modeling
Project Description:
A comprehensive CRM platform was implemented to support multiple operational units of the bank, including remote customer support, debt collection, telemarketing, and HR evaluation processes. The system centralizes client data, interaction history, products, and service status through integration with the bank’s accounting and core systems.
The contact center module includes lead management, automatic distribution, call queue handling, escalation workflows, client scoring, and structured case management. Operators can access full client profiles, payment history, and debt information directly within CRM during calls. Reporting dashboards provide performance tracking and SLA control.
The debt collection department operates through automated segmentation of overdue clients based on delinquency periods, dynamic workflow scenarios, promise-to-pay tracking, legal escalation, and notification triggers via SMS, Viber, Telegram, and email. Client scoring is dynamically adjusted based on repayment behavior.
The telemarketing module supports automated lead intake from website and social channels, structured questionnaires, qualification processes, and transfer of qualified leads to branches. Additionally, the platform includes a 360-degree employee evaluation module with configurable competency profiles and automated scoring.
Extensive integrations were implemented with the bank’s accounting system, core banking technology platform, telephony, messaging services, social media channels, and website forms. The architecture ensures centralized control of client data and interaction history across departments.
Business Impact:
The implementation transformed fragmented client interaction processes into a unified operational ecosystem. Automated lead routing and contact center workflows improved response times and reduced missed inquiries. Collection automation strengthened overdue debt control and improved monitoring of repayment commitments. Centralized analytics provided management with real-time visibility into performance metrics across departments. The bank gained scalable infrastructure capable of supporting high-volume customer operations while increasing process transparency and operational discipline.
🌾 AGRICULTURE INDUSTRY
-Project # GR Agro CRM Procurement & Supplier Management Platform
Client: GR Agro
Industry: Procurement, processing, storage, and export of agricultural products
Objective: Implementation of a CRM-based supplier management and procurement platform integrated with an accounting system to automate supplier analytics, purchase processes, contract control, logistics coordination, and financial synchronization.
Users: ~40
My Role: Solution Architect
Estimated Project Effort: ~210–230 hours
Expertise: Procurement workflow design, supplier analytics modeling, contract and debt control, mobile procurement management, accounting system integration, logistics coordination architecture
Project Description:
The project focused on building a centralized CRM platform to manage supplier relationships, procurement processes, contracts, and logistics operations.
Supplier cards were extended to capture production potential by crop type, automatic monitoring of potential utilization, communication rhythm analysis, supplier rating based on delivery performance, contract availability, and reliability indicators. The system identifies suppliers with declining supply volumes, seasonal fluctuations, or communication gaps using dynamic segmentation and dashboards.
A structured procurement workflow was implemented, including supplier orders with stage control, payment schedule generation from contracts, document checklist validation, logistics task generation, and tracking of supply disruptions with root-cause analysis.
Mobile functionality enables field teams to manage supplier orders, update delivery stages, monitor debt, and track supplier ratings directly from mobile devices.
Bidirectional integration with the accounting system ensures synchronization of suppliers, contracts, products, deliveries, payments, and outstanding debt. Planning tools support volume forecasting in tons by region and manager, as well as storage planning at elevator facilities.
Business Impact:
• Supplier performance transparency increased significantly, with automated supplier rating reducing supply disruption cases by an estimated 25% within the first operational year.
• Procurement cycle visibility improved, decreasing manual coordination between procurement and logistics teams by approximately 35% and accelerating supplier order processing time by up to 30%.
• Integration with the accounting system reduced reconciliation errors by over 60% and provided real-time debt control, strengthening financial discipline and improving payment predictability.
The organization achieved structured procurement governance, improved supplier accountability, and scalable control over regional sourcing operations within a 40-user environment.
-Project # Pöttinger CRM Requirements & Survey Engine
Client: Pöttinger
Industry: Agricultural machinery manufacturing and distribution
Objective: Development of a configurable survey and requirements collection engine within CRM to support structured product configuration and sales qualification processes.
Users: ~10
My Role: Solution Architect
Estimated Project Effort: ~95–110 hours
Expertise: CRM architecture design, dynamic questionnaire modeling, sales process automation, product-driven logic configuration, low-code business process implementation
Project Description:
The project focused on building a dynamic “Survey / Requirements Builder” module within CRM to support structured sales qualification and product configuration.
Key components included:
• Development of a standalone Survey Constructor module with reusable templates
• Support for multiple answer types: single choice, multiple choice, reference-based selections
• Validation logic for mandatory and optional answers
• Hierarchical dependency between answers within a single question
• Ability to attach contextual “tips” at each question and answer level
• Assignment of survey templates to product groups for automatic generation within Sales
• Automatic creation of survey structure based on selected product or product group
Enhancements to the Sales object included:
• New “Requirements Collection” tab within Sales
• Automatic population of survey template depending on selected product type
• Sequential question flow, displaying only the active question
• Color indicators for mandatory unanswered questions
• Automatic control of required responses with auto-activation of “Requirements Completed” flag
• Dynamic registry refresh of completed surveys in Sales
• Interactive help visibility per answer option
The solution allowed structured capture of technical requirements directly inside the sales process, ensuring consistency and completeness of commercial proposals.
Business Impact:
The implementation standardized the requirements gathering process and reduced dependency on manual checklists. Sales managers gained a guided configuration workflow aligned with product groups. The system minimized errors in technical specifications, improved proposal accuracy, and shortened pre-sale cycles.
The company achieved a controlled, template-driven approach to product qualification suitable for a 10-user sales and engineering organization.
-Project # Tvoe Kolo CRM Telephony & Lead Automation Platform
Client: Tvoe Kolo
Industry: Agricultural land marketplace and investment platform
Objective: Implementation of a CRM-based lead and deal automation system integrated with telephony to manage land sales and land acquisition processes with strict responsibility control.
Users: ~10
My Role: Business Analyst
Estimated Project Effort: ~30–40 hours
Expertise: Telephony integration, automatic deal creation logic, queue distribution algorithms, lead responsibility control, website-to-CRM automation
Project Description:
The project focused on automating lead and deal creation logic based on call events and website submissions.
The solution included dynamic behavior depending on deal status:
- If a deal is active, new leads are not duplicated and routed to the responsible manager.
- If a deal is closed, a new lead and corresponding deal are automatically created.
- If the responsible manager is no longer active, redistribution logic assigns the deal sequentially or escalates it to the department head.
Telephony integration ensured automatic creation of leads and deals directly from the call page, linking call records to the related objects and eliminating manual data entry. Responsibility assignment was strictly controlled, preventing unassigned leads.
Website forms were integrated to automatically generate leads and corresponding sales or procurement deals depending on the source (“Sell land” vs “Invest”). Sequential distribution logic ensured balanced workload among managers.
Additional controls included:
- Mandatory call recording attachment to deal records.
- Automatic qualification fallback to call center if classification fails.
- Validation rules preventing creation of leads without responsible users.
Business Impact:
- Lead loss was almost eliminated thanks to automatic assignment and clear responsibility.
- Lead-to-deal processing time reduced by approximately 35–45% through automatic deal creation directly from telephony and website events.
- Workload distribution became more balanced, improving response speed and team efficiency.
The company gained full control over call and website leads within a 10-user CRM, improving transparency and conversion stability.