◆ Case study · Systems Integration · Customer Operations
Connecting onboarding, provisioning, CRM, inventory, and billing.
Cass & York worked across a connected set of customer facing and internal systems spanning onboarding, account management, automated provisioning, CRM, inventory, billing, ecommerce, and operational synchronization.
- Client
- Vintel / GovIntel
- Sector
- B2B Operations
- Services
- Portals, Systems Integration, Custom Operations Software, Data Synchronization
- Stack
- Strategy · Design · Engineering
[01] The operation
Customer operations rarely live inside one platform.
The challenge is keeping the systems aligned while giving both the customer and internal team a usable interface.
- 01Signup
- 02Authentication
- 03Customer records
- 04CRM
- 05Inventory
- 06Product data
- 07Provisioning
- 08Billing
- 09Payments
- 10Administration
[02] The existing systems
Customer operations crossed CRM, inventory, and billing.
The environment included Zoho CRM and inventory alongside signup, billing, ecommerce, and pricing applications. Customer and financial records needed to stay aligned across them.
[03] The gap
One customer journey crossed several applications.
Signup, provisioning, support, and billing depended on information held in different systems. The gap was coordinating those records while giving customers and administrators usable interfaces.
[04] What we built
A B2B customer portal and the systems around it.
The surrounding ecosystem included billing, signup, ecommerce, and pricing applications.
- 01Authentication
- 02Role separation
- 03Customer onboarding
- 04Customer dashboard
- 05Automated provisioning
- 06Customer records
- 07Administrative management
- 08Integration testing
- 09Synchronization monitoring
[05] Zoho integration
CRM and inventory connected to the customer lifecycle.
A separate Go synchronization service supported heavier synchronization workloads, while logs and monitoring exposed integration activity.
- 01Contacts
- 02Accounts
- 03Products
- 04Customers
- 05Invoices
- 06Payments
- 07Subscriptions
- 08Sales orders
- 09Contact persons
[06] Systems involved
The tools and records connected by the work.
- 01Zoho CRM
- 02Zoho inventory
- 03Signup and customer portal
- 04Billing and ecommerce applications
- 05Go synchronization service
- 06Integration logs and monitoring
[07] The resulting workflow
One customer lifecycle across several systems.
Customer signup
Onboarding
Customer record
Provisioning
CRM / Inventory synchronization
Billing & account operations
Administration & monitoring
[08] Capabilities used
The capabilities behind the platform.
Portals
Customer facing access and internal administration.
Explore →Systems Integration
Customer operations connected with Zoho and adjacent systems.
Explore →Data Synchronization
Integration state, events, webhooks, retries, and processing logs.
Explore →Custom Operations Software
Software modeled around the customer lifecycle rather than one SaaS product.
Explore →