Integration With the Client's Existing CRM System
Client
Cyfrowe Centrum Serwisowe
Industry
Phone and household appliances service, sale and distribution of refurbished devices
Technologies
Drupal
Vue.jsMain benefit
Easy access to repair order history and a chat with the service center directly on the website
What Problem Did the Client Encounter?
CCS operated on its own extensive CRM system to manage device repair orders. It had streamlined the company's daily work for years, so discontinuing or changing the software wasn't an option. Therefore, it was necessary to integrate the CRM with the new website, which we were building at the time.
We wanted to combine both solutions to maintain the proven technology infrastructure while improving user experience. The biggest challenge, however, wasn't the data integration itself, but rather creating an intuitive management dashboard for administrators and users.
How Did We Solve It?
We set a specific goal: to provide CCS customers with a convenient way to log in and easy access to their repair order history. We decided to use Vue technology to build the dashboard. Why? There were two reasons.
- Interface complexity.
- Intensive work on continuously updated data.
These factors clearly indicated to us that creating a solution in "vanilla" Drupal would hinder the website’s development and further maintenance. The Vue application enabled us to build a modern, user-friendly dashboard, and the CRM integration ensured seamless data transfer to the new environment. This allowed the client to retain the existing system, and the new dashboard operated smoothly without disrupting the site's performance.
The Most Important Implementation Benefits
Our solution gave CCS customers access to, among other things:
- their current order’s status,
- repair order history,
- a direct chat with the service center.
The customer service department quickly felt the change, as the number of email and phone inquiries significantly decreased. We achieved our goal – users became more willing to use the information available online.
Also, CCS gained a convenient tool for communicating with customers and easy access to key data in one place, without needing to use several tools simultaneously.
The key decision was to create a custom dashboard based on Vue 3. The choice to abandon implementing all interface logic directly in Drupal was on point, providing the client with a convenient solution tailored to the users’ and administrators’ needs.
When Is It Worth Implementing a Similar Solution?
When you need an expanded yet intuitive dashboard to handle multiple orders.
When you don't want to give up on customer relationship management in an external system.
When you want to provide users with easy access to the most important information without rebuilding the entire system infrastructure.
Need a convenient dashboard to manage orders?