Our structured approach has delivered a stable environment, improved maintainability and an efficient and low risk product enhancement capability into the future.
Our client is one of Australia’s largest in the sector with over 30 years’ industry experience, specialising in premium battery storage, service, maintenance, and repairs of PV solar systems.
Our client faced challenges with their core business application – an in-house CRM system which was developed by contract developers rather than a professional software development service. Although the CRM system was functional and met the business needs, company growth and the development approach it did not align with the desired outcomes with regards to responsiveness for bugs fixes and enhancement requests, resulting in additional effort and workarounds by the end users.
These issues were compounded by a lack of functional and development documentation, and the absence of maintenance and support procedures resulting in ongoing quality and usability issues. These deficiencies posed security risks, and also increased the complexity of maintaining the system and rectifying the issues without adverse effects on other functionality.
Our client aimed to enhance the CRM system's performance, security, and usability to better serve their organisation and their customers. To achieve this, they engaged Forward Logic to provide assistance and facilitate a transition to a structured support arrangement.
Forward Logic undertook a structured approach to onboarding existing software, starting with the Discovery Phase covering the following key tasks:
Following successful completion of the discovery phase, Forward Logic commenced the support services while implementing the recommended improvements:
Forward Logic's deep understanding of the existing gaps enabled to determine the most effective approach to address them within the allocated budget and timeframe.
Forward Logic has developed core functional and technical documentation, with ongoing work practices to continuously improve it and keep it up to date. This documentation serves as a valuable resource for our client's team, facilitating easier troubleshooting, maintenance, and future enhancements.
The engagement with Forward Logic has led to a more stable and reliable CRM system, and our client now benefits from quicker resolutions to issues and a more efficient development process.
