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

“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

Challenge

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.

Solution

CTG—already a proven, trusted partner—had the expertise to quickly understand IOD’s business needs, then translate that into a customized, AIdriven 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.

Results

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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