CTG Develops Custom, AI-Driven CRM Solution for Indorama Ventures

Key Challenges

Time-consuming, manual monitoring/tracking of email orders

Scattered data made audit inquiries difficult

Shared mailbox and file access created security vulnerabilities

Business Benefits

$400,000 saved annually

30% less time spent on order processing

70% less time spent on reporting

80% less time spent on auditing

In Their Words

“CTG is one of those key partners that just suits you well. They made us feel comfortable from day one. I constantly felt supported and always believed they were being transparent. That transparency and honesty really helped build trust early on.”

—Kevin Boeta, Director of IT

The Challenge and Opportunity

Indorama Ventures, a world-class sustainable chemical company, started working with CTG in 2016. As Indorama grew after an acquisition in 2021, one of their business units, Integrated Oxides and Derivatives (IOD), needed a CRM solution that would support their customer service associates (CSA) who were receiving hundreds of orders per day to one Microsoft Outlook mailbox. It was a full-time job to manually monitor the emails coming in and create tickets for each; all orders were tracked manually in an Excel spreadsheet. Additionally, audit inquiries were a challenge because information was scattered across different files and platforms, and security risks were prevalent because all CSAs had the same access to the mailbox and files.

The Solution and Results

CTG—already a proven, trusted partner—had the expertise to quickly understand IOD’s business needs, then translate that into a customized, AI-driven CRM solution with a real-time, interactive tracking mechanism. This streamlined application used state-of-the-art Microsoft Power Platform tools, such as Power Automate, Microsoft Dataverse, and Model-Driven Power Apps. Features of the application include:

An AI-focused, automated order processing system routes customer requests.
Incoming emails are channeled to a shared mailbox and tickets are auto-generated for each via Power Automate.
Fine-grained security enables individual users to only have the access they need
An enterprise-grade database backed by the Microsoft Cloud provides peace of mind regardless of how many records are processed and stored.
Easy-to-use navigation and search features enable users to access data quickly.
The ability to export to Excel is built in; filter and sorting features provide power functionality without any custom code.

IOD has saved an estimated $400,000 annually since they began using the enhanced CRM application. Other advantages include:

40% of all purchase orders received no longer require human intervention.
70% reduction in time spent on reporting/structuring data due to time-stamping capability, allowing for more effective data-driven decisions and easier creation of KPIs.
30% reduction in time spent on order processing, allowing for quicker order turnaround and an enhanced customer experience.
80% reduction in time spent on auditing as data is now organized and has a storage center for retrievability.

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