CRM functionality

• To make sure all functions are carried out as stated in the CRM requirements specification
• Sales: for example, customized automated communication with prospects via IP telephony, emails, web forms, lead and cases assignment.
• Marketing: including automated campaign and event management, email marketing and social media integration.
• Customer service: case management, assignment, and prioritization, etc.

CRM integrations

Our Automation test engineers check each CRM integration (with a data warehouse, document management software, ERP, an ecommerce platform, a point-of-sale system, external analytical software). This is done to validate appropriate data passing to and from the external systems, data accuracy, data changes saved and displayed in all the involved systems correctly, the consistency of data formats, and the absence of unnecessary dependencies.

CRM Usability

CRM needs to be convenient and user-friendly. Otherwise, its bugged and inconvenient UI can make the dedicated employees just give up on it. Usability testing organized by our UX researchers gives an insight into how easy it is to use CRM and what UI improvements can be introduced.