Enterprise CRM Suite
A comprehensive CRM implementation for a multinational corporation with operations in 12 countries. Included custom modules for sales pipeline management, customer service ticketing, field service coordination, and executive reporting. Integrated with SAP ERP, legacy databases, and third-party logistics systems.
The Challenge
A multinational corporation operating in 12 countries had outgrown its fragmented CRM landscape. Different regional offices used different tools, creating data silos that prevented leadership from getting a unified view of customers, pipelines, and service operations. Off-the-shelf CRM solutions could not accommodate the company's complex approval workflows, multi-currency pricing models, and deep ERP integration requirements.
The new system needed to consolidate sales pipeline management, customer service ticketing, and field service coordination into a single platform while integrating with the existing SAP ERP system, legacy databases from acquired companies, and third-party logistics providers.
Our Approach
We took a modular architecture approach, building each functional domain (sales, service, field ops, reporting) as an independent module sharing a common data layer. React powers the frontend with role-based views that adapt to each user's region, language, and permission level. Node.js handles the API and business logic, with Python services for data integration and ETL pipelines.
Elasticsearch provides the backbone for the reporting module, enabling sub-second queries across millions of customer records. The entire system runs on Kubernetes for consistent deployment across the company's multi-region cloud infrastructure, with automated failover and horizontal scaling.
The Solution
Unified Sales Pipeline
A configurable pipeline management system supporting multi-currency deals, complex approval chains, and territory-based assignment rules. Regional managers see their territory while executives access a consolidated global view.
Integrated Service & Field Ops
Customer service ticketing with SLA tracking, automatic escalation, and a field service module that dispatches technicians based on location, skill set, and availability. Mobile-optimized interfaces for field teams operating offline.
Executive Analytics Hub
Real-time dashboards powered by Elasticsearch that aggregate data across all 12 regional operations. Custom report builder with drill-down capabilities, scheduled exports, and anomaly detection alerts for leadership.
Results
The unified CRM platform replaced eight legacy systems and now serves over 4,500 users across 12 countries. Sales cycles shortened by 35% thanks to streamlined approval workflows, while the integrated service module reduced unnecessary escalations by 60%. Sales representatives save an average of 4.5 hours per week previously spent switching between tools and manually reconciling data.
Technologies Used
“We evaluated the top CRM vendors and none could match the complexity of our operations. G1 built exactly what we needed, a system that respects our processes rather than forcing us to change them. The rollout across twelve countries was remarkably smooth.”
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