Enabling Avento to build a customizable CRM platform and cater to multi-industry clientele

Our business analytics and software architects outlined the optimal architecture of the platform, refined the functional requirements and developed a complete product vision and its development roadmap.

Once the strategic plans were mutually finalized, Daffodil went ahead to develop a robust framework called ‘Briva’ that could be used to further create multiple modules such as CRM, project management tool, document management tool, HR management system, search center tool, helpdesk module, people and competence management system, etc. The primary focus was placed on increasing the user-friendliness and granular level customization of the system.

SharePoint was used as the core technology for the framework as it provides consistent user experience and allows users to create simplified views of complex data without including unnecessary information. Daffodil built the initial version of its product on Microsoft Sharepoint 2010 and has since upgraded the version to Sharepoint 2013. This technology was chosen for the project because SharePoint’s ‘enterprise search’ function integrates business data to information about people, web pages, and documents. The open architecture of SharePoint also allowed for easy integration with all Microsoft products such as Word, Excel, Powerpoint, and Outlook, and it provides numerous robust application programming interfaces (APIs), as well as many event handlers for documents and lists. In addition to that, SharePoint provides for integration with numerous existing systems and the flexibility to include new applications in the future.

Apart from building and timely upgrading of the framework, we also helped Avento bring the CRM application on the cloud, thereby increasing its scalability and market potential. Daffodil has also built several customized plugins for importing data from Microsoft Word, Excel, and Outlook. A dedicated module called ‘Briva Add-in’ was also developed to enable users to link emails, attachments and other documents with the company’s contacts and projects by integrating the Microsoft office products with Briva.

Daffodil’s team also helped improve the performance of the application and upgrade the user experience. Most of the features that were incorporated had never been done before on the Sharepoint platform. A few modules that were integrated into the framework were:

CRM module: A robust CRM system was built with features such as web-based browser support, use of SQL Server to store data and metadata, integration with Outlook and other Office products, single sign-on with Active Directory, built on Internet Information Server (IIS) and many more.

Document management system: The integrated document management system allowed users to share CRM data with customers and enabled them to submit requests, track status, view information, and see results through SharePoint. It was also used within the organization to store and share business documents and CRM data and help create visualized reports through web-based dashboards and shared workflow.

Helpdesk Module: The helpdesk module as part of the CRM helped organizations track and account for all the service costs associated with each service request, enabling total control on the service costs. The module helped clients document their customer’s individual service requirements by analyzing the number of trouble tickets per customer.

HR Module: The module was built to enable Avento’s clientele to enjoy various benefits of human resource management such as optimization of HR programs, automation of daily tasks such as employee onboarding, employee information management, resource allocation, etc., hence improving productivity and efficiency.