CRM System Enhancement

CRM System Enhancement


The client has an internal system called GANAG CRM, intended to manage the customer database, hotels, business partners, and hardware equipment, monitor the status of the hardware availability and operability, track the service usage, generate bills, and invoice customers. The company’s internal personnel are using it as a ticketing tool for customer support calls. The system also serves the partner call centers and hotel managers who use it to access the subset of information related to their business. GlobalAirNet AG decided to transfer the system development and maintenance to Intetics in order to increase its quality and availability, and speed up the development of new functionality answering the changes in business processes and requirements. The source code was delivered to the team without any technical or user documentation. As analysis showed, the latest version of the source code was not available, so Intetics had to identify and restore the code consistency according to the actual state of the system deployed into production. In order to control the project budget, the client stipulated that every change request is thoroughly evaluated and an accurate budget estimate is approved prior to actual implementation.


In order to evaluate the system and code consistency, Intetics performed the initial software analysis, examined its business logic and compliance with the present system. The missing and/or inconsistent functionality was fixed and deployed into production. Intetics suggested and implemented procedures of change request management, bug tracking and project collaboration solutions which allowed better control over the development process and made it possible to satisfy budget tracking requirements. All functional requests were thoroughly analyzed and work estimates were negotiated prior to actual development.To increase the software quality we installed the test environment and established acceptance testing, continuous integration and quality assurance processes. A set of test cases and acceptance criteria was developed to ensure the application is robust.

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