CRM Implementation & Development

IT Project & Enterprise Systems

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Short Description

Digital transformation and automation of customer service, procurement request, service delivery, approval, and feedback processes through implementation and integration of a municipal CRM platform.

Project Information

Organization

Tehran Municipality ICT Organization

Year

2012-2018

Role

Project Manager

Project Description

Led the implementation and development of a municipal CRM platform to digitize and streamline customer-facing and internal service processes. The project transformed paper-based approval and request workflows into integrated digital processes, improving transparency, reducing processing time, eliminating redundant activities, and connecting CRM with finance, inventory, helpdesk, GIS, email, and administrative automation systems.

Challenge

-Enterprise Customer Relationship Management (CRM) System -Digital Approval Workflows -Digitized Goods Request Process -Customer Tracking -Feedback and Survey Management -Integration of Finance, GIS, Support Center, Email, and Office Automation Systems

Technologies / Skills

CRM, BPMS, SQL Server, GIS Integration, ManageEngine/Helpdesk, API/System Integration, Office Automation

Deliverables

Enterprise CRM platform Digitized customer request management processes Electronic approval workflow for contractor work reports Goods and equipment request workflow Integration with Finance system Integration with GIS / Tehran Map Integration with Help Desk / ManageEngine Integration with office automation and email systems Customer feedback and satisfaction mechanisms Management reporting and request-status monitoring

Achievements

Reduced approval time from approximately 40 days to 2 days (~95%); eliminated 4,914 paper work-report sheets and 12,552 paper goods/equipment requests annually; improved transparency and integrated major systems.