Customized CRM system based on Domino helps business soar to new heights

Organizing Business Workflow

In 2016, Novotex Italiana S.p.A. requested HCL Business Partner Digiway to help reorganize its corporate information flow relating to all customer interactions and overall market portfolio and presence.

This reorganization took into consideration the requirements of various professional disciplines — management, sales staff, product managers, laboratory and internal operational technicians — while making sure not to disrupt the external-facing customer interactions and product portfolio information.

A Custom CRM System Comes to Life!

Digiway presented a completely customized CRM, based on an existing HCL Domino infrastructure and content. This solution would allow the opportunity to take advantage of all business functions and not be limited by the subset of functionality that pre-packaged, off-the-shelf solutions provide, so Novotex could better adapt to customer needs.

The first phase of the custom project was to integrate with the existing data in the company’s ERP system. This step was done using a special Digiway tool, called Digiway Data Mover, that handled the synchronization of data for customers, suppliers, products, invoices, shipments and customer portfolios.

On top of this core CRM system several other modules were built, such as a problem ticketing system, PIM management, customer visit reporting, price lists for products, creation and scheduling of newsletters and a centralized repository of customer communications.

A Full-Service Solution

The new CRM solution has nearly eliminated all use of "personal" documents. Instead documents and product information are shared across the organization, and this has fostered a higher level of cooperation and collaboration among colleagues.

Also, the way information is accessed was simplified, making the CRM system immediately usable by all colleagues, regardless of skill level or whether they are new hires or long-time employees. Internal procedures were also improved by moving from a completely manual management to a unified and shared workflow system for automatic processing of requests and approvals. The CRM system acts as an intermediary for the various stakeholders who were involved in the approval processes. This has significantly reduced waiting time as requests move through the multiple phases leading to final approval and executive signoff.