Next-Gen Customer Relationship Management (CRM) Application Increases Order Throughput by 150% for a Premium Natural Health Products Company

Thanks to Trigent’s efforts, our daily order maximum throughput has increased by 150%. Trigent has proved its capability in building complex systems that are well-integrated and stable. The team's listening skills allowed them to deliver what we wanted. Customers can expect flexibility and responsiveness from them.

About the client

The client is a Canadian company that develops and markets premium natural health products to healthcare professionals and select health food retailers. With the goal to create the world's most effective natural health products, the company’s product development effort combines critical thinking with the latest scientific research. Established in 2005, the company’s R&D and Scientific Advisory Panels comprise experienced and licensed natural healthcare practitioners in natural ingredients as well as nutraceutical manufacturing. Its sales, customer services, operations, and administration teams work tirelessly to provide their customers with product information and impeccable distribution services.

Business challenge

The company is progressively revamping its internal business systems to enhance its capacity to quickly process orders to support its growth and scalability. The company’s existing CRM solution was built with older technology that lacked several capabilities. Existing off-the-shelf solutions lacked the features or integrations required for seamless order processing. They decided to invest in a custom-built Customer Relationship Management (CRM) application that would ensure agility and flexibility in order processing.

The company looked to provide its employees a single view of the status of all their existing orders and real-time insights with regard to sales and marketing of their products for demand-focused promotions and better market reach. The company also aimed to leverage the insights to modify its business operations and strategies. The next-gen CRM application needed to be:

Trigent solution

The company partnered with Trigent to develop a ground-up web application customized for their specific business needs. Trigent’s team expeditiously participated in a knowledge transfer effort to understand the company’s existing data flows and processes. The discovery phase further included a series of collaborative discussions regarding software architecture, technical stack, among many other aspects.

Leveraging Trigent’s Product Engineering expertise, the company developed an end-to-end bespoke solution. The Trigent team transformed the legacy applications into a modern, scalable Cloud Native application. The enterprise-quality application was insight-driven, well-integrated, easy to use, seamless, and agile.

Furthermore, the robust bespoke framework streamlined and simplified the company’s workflow by providing a connected digital experience in the following areas:

The software architecture was built on the PHP Laravel framework, and tools such as HTML5, VUE.JS, and CSS3 were used as the UI layer.

To enhance user experience, improve efficiency and simplicity, enterprise-level integration of several disparate systems such as Freshdesk, Dataninja, Quickbooks, Moneris, Zapier, and Google Maps, were done into the framework. The seamless integration ensured continuous scalability, seamless performance, increased agility, and reliability, thereby reducing uncertainty and risk.

Furthermore, Trigent’s team went a step ahead and integrated several marketing tools and platforms such as Mail Chimp and Zoom, to name a few, into the framework. The integrations were instrumental in developing and orchestrating several product promotions and marketing campaigns.

Multiple dashboards to analyze CSR, Sales, and Warehouse performances were created leveraging MySQL within the framework. The dashboard included customized reports, providing valuable insights to several teams such as sales, marketing, and operations. Trigent’s team also created a VP Dashboard leveraging Advanced JSON that provided insights to the leadership regarding Year To Date (YTD) sales and other account-specific insights.

Client benefits

By providing valuable insights and seamless integrations, the next-gen extensible application became much more than just a CRM tool which enabled the organization to: