Enterprise Applications & Integration
CRM and Customer Platforms
A customer record that sales, service and finance can trust.
Why It Matters
A CRM holds the customer record that sales, service and finance rely on. It is only useful when people trust what it shows.
The work fails when the CRM copies the old spreadsheet, when nobody owns a field, or when every team keeps a private list. We map the real process, agree who owns each field, and connect the CRM to the systems that hold the rest.
What We Do
CRM Implementation
We configure the CRM around how leads, deals and cases move, and your team tests the screens and approvals before launch.
A Single View of the Customer
One customer record joins sales, service and finance, with each field owned by the system that knows it best.
Sales, Service and Marketing Workflows
Each process gets its steps, owners and reminders, and exceptions reach a person with the context they need.
Links to ERP and Sales Channels
The CRM exchanges customers, products, orders and invoices with the ERP and your sales channels through supported interfaces.
What Changes for You
One Customer View
Sales, service and finance work from one customer record, and each system owns the fields it knows best.
Work That Moves
Leads, cases and approvals follow the steps your teams use, and an exception goes to a person with the context.
A CRM People Use
The screens follow the work, and training and usage checks show where people still keep a list beside it.
Systems We Connect
We connect the customer record to the systems that create and use it.
The CRM
We configure the records, screens and approvals your sales and service teams use.
The ERP
Products, prices, orders and invoices stay in step with the customer record.
Service Tools
Cases, calls and messages reach the CRM with the customer's history attached.
Marketing
Campaign replies and consent reach the same record, with the source kept.
How It Connects
The drawing shows a hub between the ERP, sales channels, banks and partners. The CRM uses the same hub for customer, order and case records, and each line names the data and its direction.
Scroll sideways to see the whole drawing.
The ERP at the Centre, Every Connection Monitored
Banks, stores, payment networks and third parties connect to the ERP through one integration layer. Anything that fails lands in a queue with an alert, never in silence.
- Primary flow
- Asynchronous
- Exception path
The flow in 10 steps
The Flow, Step by Step
- From ERP to Integration layer: Orders, invoices and payment runs, over REST/JSON · OData · IDoc (primary flow).
- From Integration layer to Banks: Payment files, over ISO 20022 pain.001 · SFTP H2H (primary flow).
- From Banks to Integration layer: Statements, over camt.053 · MT940 (asynchronous).
- From POS and stores to Integration layer: Sales and returns, through an event queue, over REST/JSON (asynchronous).
- From Integration layer to POS and stores: Prices and stock, over REST/JSON (primary flow).
- From POS and stores to Payment gateway and acquirer: Card authorisation, over ISO 8583 (primary flow).
- From Payment gateway and acquirer to Integration layer: Settlement files, over SFTP (asynchronous).
- From Integration layer to Third parties: Customers, shipments and tax documents, over REST · SOAP · webhook (primary flow).
- From Integration layer to Monitoring and exception queue: Failed messages, to a dead-letter queue (exception path).
- From Monitoring and exception queue to Your operations team: Alerts and breaks to resolve (exception path).
Go-Live and Switch-Over
Each stage names what your teams decide and what they provide. The old tools stay available until the new record is trusted.
Agree the Record
You decide which system owns each customer field and who may change it.
Migrate a Sample
We move a sample of accounts, contacts and cases. Your teams check the records they use.
Pilot With One Team
One team works in the CRM first. You see where the process does not fit and approve the changes.
Move the Rest in Waves
You choose the order of teams and sites. Each wave starts after its data and access checks pass.
Measure Use
We compare daily use with the old tools. You decide what to fix before the next wave.
Compliance in Every Market
Customer data rules apply in every market. We keep access and evidence in one place.
Access follows your identity provider, and each role sees only the fields its work needs. Changes to sensitive fields are logged. Personal data stays out of test copies unless a case needs it.
Platforms and Technologies
Salesforce, Microsoft Dynamics 365, ServiceNow and Power Platform are the customer platforms we implement. REST is the common web interface for reading and changing customer records. Webhooks let the platform tell another system when something changes. OAuth 2.0 is the standard for delegated access, and OpenID Connect adds sign-in. SAML is the older sign-in standard some providers still use, and SCIM keeps user accounts in step.
- ERP systems
- Microsoft Dynamics 365
- CRM and workflow platforms
- Salesforce
- ServiceNow
- Microsoft Power Platform
- Integration
- REST
- Webhooks
- Identity and access
- OAuth 2.0
- OpenID Connect
- SAML 2.0
- SCIM
Naming a product does not mean a partnership with its vendor.
Salesforce
We build Salesforce around the agreed customer process, with clean data and every integration owned.
Microsoft
We join Azure, Microsoft 365 and Dynamics 365 on one identity model, so teams share one set of records.
SAP
We move SAP to S/4HANA, connect it to banks and tax platforms, and keep the core clean with work on BTP.
Industries
Healthcare
Patient apps, scheduling and billing, and clinical data integrations, engineered for health-data protection.
Retail and Omnichannel Commerce
POS integration, stock and price sync, card payments, loyalty and e-commerce for retailers with many sites.
Software and Technology Companies
Software companies and technology teams: multi-tenant products, platforms and the AI features and billing that keep them growing.
Questions
The questions sales and service leaders ask before they change a CRM.
Do we need a new CRM?
Not always. We review the current set-up, data and links first. If the platform fits, we fix the process and the connections. If it does not, we compare the options against your work.
How long does a CRM implementation take?
It depends on the teams in the first wave, the integrations and the state of the data. We plan in waves, so one team works in the CRM before every process is included. You see the plan after discovery.
Who owns the CRM data and configuration?
You do. The configuration, custom code, data model and migration scripts are yours. We document each custom feature and hand over the test evidence. Your administrators can change the settings within the rules.
What does it cost?
The teams and processes in scope, the custom work, the integrations and the data to migrate. CRM licences are paid to the vendor. We estimate each part separately so you can decide what comes first.
What is not included?
CRM licences and hardware are bought from their vendors. We do not write your sales policy or clean data without your owners. We name those decisions in the plan and agree who makes each one.
Tell Us What You Need to Run, Build or Secure.
Describe the service, the systems and the pressure you are under. The right team takes it from there.