This IT project is part of our digitalization and optimization of our customers’ IT landscape. Through targeted measures, we promote technological progress, optimize cross-system processes and create a sustainable basis for future developments. Our IT reference projects serve as a basis for orientation. They support the reusability of tried and tested concepts as part of project implementation.
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CRM service management with MS Dynamics
Project duration: 1 year, 4 months
Brief description
Development of a global service management solution for call center, in-house support, and field service on the basis of MS Dynamics CRM.
Supplement
The project involves all of the customer's business processes in the service area, and aims at a harmonized, global IT solution for the service organization. Apart from setting up regional instances (EMEA, APAC, NALA, JAPAN), cross-regional work should also be possible. The call center, in-house support, and field service departments will be supported by 2 optimized client solutions: WPF client (individual development) for call center with CTI, and Outlook Offline Client (MS CRM customization) for the field service.
IT project data
- Industries pharmaceutical industry
- Specialist tasks Customer Relationship Management (CRM), Field Service Support, servicing
- DP tasks customised software new development
- System environments component technology, PC systems/networks, technical data processing
- Procedure model Scrum
- Programming languages C-Sharp, Java Script, Microsoft Silverlight
- Databases MS SQL Server, SQL Server Full Text Search
- Development and test tool MS Team Foundation Server TFS, MS Visual Studio, SpiraTeam
- Standard software and BI Microsoft Test Manager
- Middleware and frameworks Lucene.NET, MS SharePoint Foundation, WPF
Project period01.01.2012 - 17.04.2013
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