The goal was to bring together all forms of communication (emails, phone calls, and SMS) into one platform. This unified approach helps different departments collaborate more easily and speed up responses to applicants. Previously, the organization relied on separate tools—shared inboxes, spreadsheets, and phone logs. By creating a single CRM system, we reduced errors, saved time, and improved overall efficiency.
First, we built and tested everything in Sandbox environment. After successful tests, we deployed the final solution to Production. Throughout this process, I coordinated with the vendor to fix bugs and with internal departments to validate real-life scenarios.
The project was managed using Agile methodology. In the first phase, the entire system was developed and extensively tested in a sandbox environment. After successful completion of the tests, the final solution was transferred to the production environment. In this process, troubleshooting activities were carried out in coordination with the external supplier and the functioning of the system was confirmed with all departments in line with real scenarios.
Microsoft Dynamics 365: We built custom entities like “Case,” “Inquiry,” and “Contact” to manage communications in a structured way. Standard and custom workflows were used to automate case assignment, follow-up emails, and notifications.
Call Center Integration: The system displays contact details and history whenever a known phone number calls in. If the caller is not in the system, a new case is automatically created.
Email Channel: By connecting Microsoft Outlook shared mailboxes, every incoming email creates or updates a record in Dynamics 365. Supervisors can then assign these emails to specific agents or teams.
SMS Functionality: We integrated two SMS service providers to support both single and bulk SMS sending with pre-built templates. In case of an error (e.g., an invalid phone number), the system sends an alert to the user.
Centralized Collaboration: All communications (phone calls, emails, SMS) are visible in one place, reducing confusion and preventing missed messages.
Faster Response Times: Automatic case routing and real-time notifications enable the team to respond to applicants more quickly.
Less Manual Work: Automated workflows and scheduled SMS have reduced reliance on spreadsheets and manual checks.
Better Visibility: Managers can access dashboards and reports to monitor open and resolved tickets, and to measure agent performance.
First, we built and tested everything in Sandbox environment. After successful tests, we deployed the final solution to Production. Throughout this process, I coordinated with the vendor to fix bugs and with internal departments to validate real-life scenarios.
The project was managed using Agile methodology. In the first phase, the entire system was developed and extensively tested in a sandbox environment. After successful completion of the tests, the final solution was transferred to the production environment. In this process, troubleshooting activities were carried out in coordination with the external supplier and the functioning of the system was confirmed with all departments in line with real scenarios.
Results
Conclusion
This Communication CRM project successfully merged multiple tools—Microsoft Dynamics 365, Cisco call center integration, and SMS providers—into a single, efficient system. By collaborating with an external vendor and internal departments, we created a stable, secure, and scalable platform for managing applicant inquiries. The solution is designed to grow with future needs, easily adding new channels or more users as required.