Overview
In this occasion I was hired by Olearia Manfredi to help improving the Call Center workflow. I operated in three different phases: analysis, migration, and support.
- analysis: troubleshooting the bottlenecks the call center team had;
- migration: migrating the leads database and software used;
- support: training the team to an upgraded workflow and software, and providing them technical support.
Roles
I covered multiple roles:
- IT technician, helping them improving their local network setup used by the Call Center operators;
- Server technician, to architect and order the hardware necessary to setup an in-house self-hosted server that would;
- Full Stack Developer, customizing Vtiger for the Call Center needs. Extending and adjusting certain functionality implemented in PHP. I had also to outsource and lead a developer specialized in Vtiger in creating a brand new component that would allow the creation of invoices working along with the eCommerce website I built few months earlier in Joomla & Virtuemart.
Data migration
To migrate their leads legacy database of clients, to a open-source CRM platform named Vtiger CRM. The “legacy database” was stored in a local Microsoft Access file, shared in a local network among different computers. It was critical to move them away from this practice because they were already encountering a lot of issues with parallel access to the same file, sometime with data loss.
vTiger sample screenshot
