Case Study

360° CRM & Omnichannel Communication

Creating a 360-degree engagement view for a national development institution.

360° CRM & Omnichannel Communication

The National Development Fund needed a CRM foundation that connected stakeholder communication, service visibility, and satisfaction tracking into one coordinated platform.

Project Overview

Client: National Development Fund
Platform: Creatio
Duration: 6 months
Service type: CRM
Industry: Development Finance

The Challenge

Disconnected stakeholder interactions

Stakeholder requests and service conversations were distributed across multiple tools, limiting the ability to see history, measure satisfaction, and manage response quality.

The Solution

CRM-driven omnichannel service model

Adree implemented a CRM workspace that unified communication records, automated service flows, enabled chatbot-to-agent handover, and integrated authentication and data services.

360-degree stakeholder profile and service history
Omnichannel communication and chatbot transition
Custom API integrations for operational systems
SSO integration with Microsoft Active Directory

The Results

More connected service operations

Complete interaction history

Teams could view stakeholder context before taking action.

Better service continuity

Chatbot and agent handovers became more structured and traceable.

Higher reporting confidence

Operational dashboards supported service quality monitoring.

Secure access model

SSO reduced authentication friction while preserving governance.

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