How FlairsTech Transformed Supply Chain Operations Through an Intelligent CRM Ecosystem

About the Client

The client is a leading supply chain solutions provider with complex customer service and sales operations. Facing rising operational costs and outdated systems, the client sought a modern CRM platform to enhance customer interactions, automate workflows, and improve data-driven decision-making.

Challenges

The client’s existing systems led to significant operational friction:

• High Operational Costs: An on-premises CRM platform had become expensive to maintain and scale.
• Limited Workflow Automation: Manual approval processes and calculations slowed key business functions.
• Manual Case Management: Handling customer cases required extensive manual intervention, resulting in delays and errors.
• Disjointed Reporting: Decision-makers lacked unified, high-visibility reporting for performance and insights.
• Integration Limitations: The CRM did not connect smoothly with the company website, compliance tracking, or internal systems.
• Cumbersome Change Auditing: There was no structured model for tracking quotation changes and approval trails.

Solution

A tailored CRM solution was developed leveraging a modern Microsoft ecosystem, including Dynamics CRM, Power Apps, Power BI, and SharePoint. Key components implemented included:

Sales and Customer Insight Module

Enhanced CRM functionality to capture and track customer interactions, streamline sales pipelines, and enable more accurate forecasting.

Case Management Module

A structured platform for customer cases, integrated with compliance tracking and automated status updates.

Workflow Automation

Automated calculations and approval routing for quotation changes, eliminating manual steps and improving accuracy.

Advanced Reporting

Interactive Power BI dashboards with real-time analytics provided leadership with visibility into key performance metrics and trends.

Customization Using Power Apps

Default dashboards and CRM screens were modified to align with the client’s business processes and needs.

DevOps Integration

Microsoft DevOps was integrated to support agile issue resolution, enabling efficient handling of service tickets and ongoing system improvements.

Seamless Integrations

CRM systems were connected with the company website, automating case progress tracking and synchronizing compliance data in real time.

Impact

The CRM transformation delivered measurable business impact:

• Automated Operations: Core CRM and DevOps workflows were automated, reducing manual effort and accelerating execution.
• Reduced Ticket Handling Time: The system efficiently processed over 1,200 service tickets, significantly cutting response times.
• Minimized Errors: Automated processes eliminated redundant steps, reducing manual errors by approximately 80%.
• Improved Case Management: Enhanced case tracking and compliance monitoring accelerated issue resolution.
• Real-Time Data Flow: Integration between CRM, internal systems, and the website eliminated manual data entry and ensured up-to-date information.
• Faster Approvals: Automated approval notifications and tracking improved compliance and cut approval time by 25%.