Call-centre CRM for ABI
Case resolution 40% faster across a national call-centre operation.
The context
ABI's national call centre handled thousands of customer and trade queries a day across disconnected tools — a legacy ticketing system, shared spreadsheets and email inboxes. Agents re-captured the same information repeatedly, supervisors had no live view of queues, and reporting took days to assemble.
The challenge
Consolidate intake, case management and reporting into one system — without interrupting a call centre that could not afford downtime during the switchover.
What we built
- A custom CRM built around ABI's actual case lifecycle, with computer-telephony integration so caller history opens with the call.
- Live supervisor dashboards: queue depth, SLA breaches and agent load visible in real time instead of next-day spreadsheets.
- Phased cutover by team, with the legacy system kept read-only — no big-bang risk, no lost history.
- Role-based access and full audit trails to meet corporate governance requirements.
Stack
- .NET
- SQL Server
- React
- CTI integration
- Power BI
“The switchover was the smoothest systems change we have had — and it is the first time supervisors can see the floor in real time.”
Detailed client references are available under NDA on request.
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This engagement was delivered by our Custom Software Engineering practice.