evoCRM

How HAPP digitized sales enablement

evoCRM — Tue, 17 Mar 2026 14:24:10 +0000

HAPP has grown from a family-owned business into one of Hungary’s top 20 logistics and freight forwarding companies. As the company expanded, it became clear that further growth required a more structured and system-supported approach to sales. This is when they partnered with evoCRM’s process automation experts.

The numbers speak for themselves: more than 170 vehicles, 270 employees, 40,000 m² of warehouse capacity, and annual revenue of HUF 13.5 billion. With a 98% accuracy rate, HAPP is a well-oiled operation—but this story is not only about growth. It is also about adapting a 30-year-old business to the demands of the digital era.

When you have data, but lack visibility

For years, HAPP has relied on the TRANSORG ERP system, which provides full visibility into operational data: fleet movements, fuel consumption, revenue, and more. Every key operational detail is tracked and stored.

However, one critical area remained less transparent: sales.

In a company of this scale, it became increasingly difficult to get a clear, up-to-date view of:

how many tenders were in progress,
where each customer stood in the sales process,
and how much capacity remained within framework agreements.

HAPP’s sales model is built on three distinct channels:

Tenders – long sales cycles, multiple decision-makers, complex preparation
Ad hoc quotations – fast turnaround, often within 24 hours, with tailored pricing
Annual framework agreements – strategic partnerships requiring continuous monitoring

Managing these felt like running three different companies in parallel—each in separate spreadsheets.

The Decision: Salesforce

In 2025, HAPP’s leadership decided to gain better control and visibility over their sales activities. They chose evoCRM as their implementation partner.

“We didn’t choose Salesforce because it’s trendy,” said Gergely Kiss, Commercial Director at HAPP.

“We were looking for a future-proof platform that supports field work via mobile apps and can scale with our growth. We used the standard system for two years, which helped us understand where it didn’t fully match our industry needs. After a five-vendor tender process, we selected evoCRM to customize the system.

What made the difference was their ability to translate our logistics processes into practical, technology-driven solutions. They didn’t just execute—they challenged inefficient ideas and helped us build a solution aligned with our vision. Importantly, the project was delivered within budget, which is far from guaranteed in software development.”

The implementation was successfully completed within a few months. The existing ERP remained the backbone of operations, while Salesforce added a new layer for managing and controlling sales activities.

What changed with the new system?

1. Clearer sales processes

With Salesforce, management now has real-time visibility into:

active tenders,
pipeline value,
and individual sales activities.

All three sales channels are managed within one system—while preserving their unique characteristics.

2. Fully trackable sales activities

HAPP operates a complex sales organization. Today, every customer interaction is documented:

meetings
calls
emails
quotations

If a colleague is unavailable, others can instantly pick up the relationship without disruption. It also provides clear insight into what works—and what doesn’t.

3. Better forecasting, fewer lost opportunities

Improved transparency enables more accurate revenue forecasting.

The system also flags opportunities that remain too long in the negotiation phase—reducing the risk of lost deals.

Key takeaway:

HAPP’s case is particularly interesting because this was not a company starting from scratch. They already had:

a functioning ERP system,
structured processes,
and a large volume of data.

However, to improve efficiency and drive growth, they needed:

better evaluation of sales performance,
the right data available to the right people,
and real-time visibility.

“We don’t claim Salesforce performed a miracle,” said Dávid Telek, Head of Salesforce at evoCRM.

“The real step forward was HAPP’s decision to improve their sales operations. Salesforce was simply the tool—but the best possible one for the job.”

HAPP is now moving forward with the next phase: further automation and advanced pipeline analytics.

HAPP at a glance

Founded: 1991
Fleet: 170+ vehicles
Employees: 270
Revenue: HUF 13.5 billion
Warehouse capacity: 40,000 m²
Recognition: BÉT50, Top 20 Hungarian logistics companies
Salesforce implementation: 2023

Why was the project successful?

1. Clear objectives

HAPP had a precise goal: improve sales transparency.

2. Integration with existing systems

Salesforce was seamlessly integrated with the TRANSORG ERP, enabling complex reporting.

3. Strong leadership involvement

The Commercial Director actively supported and uses the system.

4. Phased implementation

The rollout was iterative—starting with standard features, followed by advanced integrations.

5. Local expertise

Working with a Hungarian Salesforce partner (evoCRM) ensured fast response times and strong cultural alignment.

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How does WHC save hundreds of working hours every month?

evoCRM — Thu, 25 Sep 2025 10:18:40 +0000

What once took hours can now be handled in the time it takes to enjoy a cup of coffee – with just a few clicks. That’s the essence of WHC’s digital transformation, which has drastically simplified and accelerated many of its HR processes.

A year and a half ago, although WHC had already moved away from paper, payroll preparation still relied heavily on manual work and scattered documents. The company had been an early adopter of electronic signatures and online contracting since 2021. But their ambition was to push their already advanced systems to an even higher level of efficiency.

Creating time through digital workflows

WHC is one of Central and Eastern Europe’s leading HR service providers and staffing companies. For them, we developed a tailor-made application designed specifically for hiring students and young mothers.

Built on Microsoft Power Platform, the system keeps job openings, working hours, hourly wages, and member records fully up to date. A key innovation is that candidates can now register remotely via the “GoodID” digital identification and e-signature mobile app, with WHC staff validating and approving applications without the need for in-person meetings.

Smart contracts and remote onboarding

Membership documents are now signed and validated entirely online via GoodID. Once verified, contracts are automatically stored in a secure SharePoint environment.

Self-service portal

Employees can log in to their own accounts to record working hours, while approvals are handled by authorized managers. The portal also fully automates identity verification, password resets, and account management.

Automated payroll

The system automatically calculates monthly wages – including hourly rates, allowances, and special conditions – and prepares the data for payroll and finance. This drastically reduces the need for manual input.

Tangible results at WHC

✅ 60% less time spent on administration
✅ User data entry reduced to a minimum across most processes
✅ Hierarchical, role-based access tailored to WHC’s needs
✅ Stable, easy-to-maintain application lifecycle management (ALM)
✅ Payroll preparation time cut to near zero
✅ WHC staff can now focus on higher-value tasks instead of routine admin

“Even though we already worked with advanced tools, this system brought our operations to a whole new level. Automation has freed us from repetitive admin, and features like remote e-signatures and unified attendance data have made payroll prep a one-click process. Our clients benefit too, with faster, more flexible service that matches the lifestyle of today’s workforce.”
— Flóra Szabó, Head of IT Technology

“Since introducing the application, our cooperative service has become faster and far more transparent. Day-to-day, it saves us huge amounts of time. These innovations have taken our HR administration and payroll processes to a completely new level.”
— Sebestyén Szombathelyi, Head of IT

The secret to success

The WHC project proves that successful digital transformation is not just about technology. From the start, we worked closely with the client to map existing processes and pinpoint weak spots. Continuous communication between HR and IT ensured smooth fine-tuning after launch.

The result: streamlined HR workflows, deeper data insights, stronger forecasting, and a clear competitive edge in both local and international markets. Based on this success, a new solution is already under development to transform another WHC business line in the same way.

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Complex digital platform for UNICEF’s KajaKaland campaign

evoCRM — Wed, 06 Aug 2025 16:05:07 +0000

Working for a good cause and creating something tangible is truly uplifting.

That’s exactly how we feel now, as we watch the latest charity initiative of UNICEF Hungary come to life — the “KajaKaland” program.

Launched under the slogan “Do Good While Eating Well”, the campaign features Fördős Zé, the face of Street Kitchen and a Champion of UNICEF Hungary, inviting 10–16-year-olds — and anyone eager to try new recipes — on a year-long culinary journey around the world.

Challenge and passion project:
When UNICEF approached us, it was immediately clear: this would require far more than a simple website.

We needed to develop a complex digital platform that could:

Seamlessly handle sign-ups
Process online payments with credit card registration
Manage automated email communication
Track and prevent donor attrition

For the evoCRM team, this was not just an exciting challenge — it was a true passion project. Beyond delivering a visually appealing design, we also had to ensure the secure handling of a significant amount of sensitive data.

“KajaKaland is an exciting, interactive journey where the joy of cooking meets the thrill of exploring the world. But this minimum 12-month program is about more than cooking — the 5,000 HUF registration fee also serves as a monthly donation, enabling UNICEF to support children worldwide who struggle to access food or clean water,”
explained Anett Matkó, Fundraising Director of UNICEF Hungary.

The joy of cooking, the adventure of discovery

Each month, participants receive a personalised package by post, including:

Child-friendly recipes from 12 countries, straight from the Street Kitchen
Chef’s tips from Fördős Zé
Country-specific culinary insights from Györgyi Kalas
Practical healthy eating advice from dietitian Emese Antal
Stickers and
Exciting spice samples

The program’s impact is tangible: a single annual donation can fund up to 500 meals or 200 measles vaccinations for children living in crisis zones.

Key Project Tasks and Challenges

1. Seamless registration & payment
We designed a modern, user-friendly registration interface that securely manages both successful and failed transactions, ensuring donors are instantly informed of their payment status.

2. Automated communication
To improve donor retention and prevent drop-offs, automated and regular communication was built into the system from the start.

3. Full Salesforce integration
While Salesforce provides default templates, the campaign’s visual identity required a fully customised look — achieved through custom components and tailored web development. Donor data is recorded in Salesforce in a structured way, making sensitive information easier to manage and enabling more effective automated reporting.

4. Dynamic content management
For a 12-month program that transitions into ongoing monthly donations, it’s vital to update content easily. We ensured that text, images, and even entire content blocks could be modified directly within Salesforce.

5. Easy cancellations — and one-click reactivation
It’s natural for donors to occasionally pause their support. Our system allows lapsed donors to restart their contributions in one click — significantly boosting retention rates.

One of the most complex aspects was aligning the unique design with UNICEF’s UX/UI guidelines, while using Salesforce’s framework.

Our solution: a hybrid system — a custom front-end powered by a robust, well-structured Salesforce CRM back end. This approach combined Salesforce’s data management strengths with the visual experience donors expect from UNICEF campaigns.

“In projects like this, continuously refining and managing evolving requirements is always a challenge, especially when business needs change during development. Thanks to the team’s professional expertise, we found the right solution for every request, with smooth and efficient communication throughout. All sprint deadlines and estimated work hours were met without exception. It was a real relief to have such a reliable and skilled partner,”
said Ármin Horváth, Product Owner.

The three pillars of success

technological stability – handling large volumes of sensitive data
flexible content management – enabling dynamic updates
automated retention – effectively following up with donors

Social impact
The KajaKaland project is not only a technological achievement but also a model for social impact. It helps children discover global cultures and learn about healthy eating — while their families’ contributions directly support UNICEF’s mission to help children in need.

The success of KajaKaland demonstrates how modern marketing automation can power purpose-driven campaigns. The platform we developed is scalable and adaptable for other similar initiatives.

“The key takeaway is this: digital technology can serve social and charitable goals. In KajaKaland, we didn’t just build digital solutions — we contributed to a program that can bring joy and knowledge to thousands of children,”
emphasised Márta Dudás, project manager at evoCRM.

Join UNICEF’s child-saving mission on the KajaKaland website: UNICEF Magyar Bizottság Alapítvány – Minden gyerekért

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How InnoSol replaced Excel sheets in just four months

evoCRM — Wed, 09 Jul 2025 08:48:17 +0000

The previously manual, fragmented way of working has been replaced by a transparent, logically structured system. Instead of juggling tasks, the sales persons can now focus on growth. That, in short, sums up the results of InnoSol Informatikai Kft.’s digital transition.

GROWTH REQUIRES A SYSTEM

Since 2004, InnoSol Informatikai Kft. has been steadily building its IT portfolio. The company has grown into a key player in the Hungarian IT market, selling, designing, operating and integrating complex systems. Thanks to direct relationships with manufacturers, it can also provide global support for international enterprises.

“Before we introduced the CRM, we relied on Excel spreadsheets, and they often gave us headaches. Misalignments, data loss, and hard-to-trace formatting or content changes made it difficult to keep information up to date. We couldn’t send instant alerts to Sales about new business opportunities so they could act on them. Nor could we set reminders, tasks, or activities for expiring support contracts, agreements, or anniversaries. But now, our colleagues could more easily overlook a business opportunity in time,” said Tamás Széll, Sales Director of InnoSol Informatikai Kft.

The main challenges of InnoSol’s old system were:

Information scattered across multiple platforms
No 360° view of the customer
Manual deadline tracking and contract management
Inaccurate sales forecasts
Time-consuming searches across different applications

With the introduction of the Microsoft Dynamics Sales module, we built a future-proof, scalable solution tailored to InnoSol’s specific business needs, fully supporting the company’s sales processes.

Let’s see the concrete benefits this digital transition delivered:

1. From a sea of data to a 360° customer view

The system assigns every customer a full profile that contains:

every previous interaction,
all deadlines and details for contracts and license renewals,
every past and planned activity plus any unique customer requirements,

No more hunting for information—everything is in one place, clear and transparent.

This lets Sales make fast, well-informed decisions every day.

2. No More Missed Deadlines!

An automated notification engine proactively monitors contract expiry dates.
As a deadline approaches, the task’s priority is raised and it moves to the top of the to-do list—so not a single renewal slips through the cracks.

“Thanks to the new system, the responsible colleagues can respond to expiring deadlines in time, providing a higher-level, proactive service that anticipates client needs,”
— said Tamás Szekeres, Managing Director

3. Reliable forecasts instead of crystal-ball guessing

A sophisticated forecasting module—with extensive filter options—delivers the most accurate possible revenue and margin planning.
Where forecasts once relied on Excel sheets and gut feeling, company leaders now see in real time which potential orders are in the pipeline, what revenue to expect, and where to focus their efforts.
This isn’t guesswork—it’s data-driven planning.

4. Growth instead of juggling

Sales reps no longer drown in administration; they focus on what matters.
With the Sales Accelerator feature they can switch effortlessly between customers, opportunities, and tasks.

5. Measurable results

✅ Full implementation and go-live in just 4 months
✅ 360° customer view: real-time, structured data
✅ Automated task handling: contract churn rate dramatically reduced
✅ More accurate forecasts: better-grounded business decisions
✅ Higher team efficiency: Sales spends time with customers, not paperwork

“By introducing the CRM we gained many advantages. Clients, a complete view of their infrastructure, and business opportunities are all available in one integrated system. Automation has made sales more efficient: we get alerts about service anniversaries, expiring contracts, and support renewals, saving our sales colleagues a lot of time and improving productivity. We now catch far more opportunities in time, and having all client-related information on a single screen is a huge support for the team.”

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An Innovative Booking System That Transformed Profirent’s Daily Operations

evoCRM — Wed, 30 Apr 2025 10:04:38 +0000

“A development only truly makes sense when users feel that their work becomes faster and more seamless with the new system. That’s exactly the experience we had with the new booking system—we quickly got used to it and grew to love it. :)”
This is how the customer service team at Profirent Gépkölcsönző Kft. described the work of evoCRM’s developers.

Anyone working in construction knows:
Time is money.

In fact, it’s a lot of money.

Profirent is currently Hungary’s leading general equipment rental company, offering a unique fleet and service network that covers every phase of construction work.

With 19 branches across the country, they serve not only the construction industry, but also industrial companies and other sectors.

Their fleet includes thousands of tools and machines, available for both short- and long-term rental—from small handheld tools to massive construction equipment. This scale and geographical coverage is a challenge in itself. But the real question was:

How can equipment bookings at individual branches be made transparent and manageable—while optimizing the entire booking process?

The Challenge:

Previously, equipment reservations and tracking were handled through phone calls and Outlook calendar entries. This process consumed a lot of time and increased the risk of inaccurate information, which could lead to overlaps or machine shortages during critical periods.

The Solution:

A centrally managed, real-time booking system

Profirent realized that to support further growth and improve service quality, a central digital platform was essential.

Their new booking system was developed by the expert team at evoCRM, using the Microsoft Power Platform.

Key Features of the System:

✅ Accurate Inventory Management
All data related to machines, tools, and branch locations is accessible in one place. Profirent employees can instantly see whether a machine is already booked, eliminating overlaps and misunderstandings.

✅ Custom Development and Automation
Thanks to customized background processes and automations built on Microsoft Power Platform, the booking process is now fully digital and optimized. Branch employees use a simple, transparent interface that makes booking quick and seamless.

✅ Reports and Insights at Management’s Fingertips
Booking and inventory utilization data is synced with a data warehouse in report-ready format, enabling precise inventory control and strategic planning.

Customer Benefits: Time, Control, and Confidence

1️. Time Savings at Every Level
The digital interface allows bookings to be managed more accurately and efficiently, leading to higher customer satisfaction and improved service quality.

2️. Better Planning = More Efficient Projects
Real-time data helps staff schedule equipment rentals based on accurate information. This improves coordination and reduces the risk of project delays.

3️. Transparency and Reliability
No more “missing machines”—with the new system, Profirent staff can easily check if the required equipment is available at the right time. Inventory is continuously tracked, and it’s easy to verify if a machine is booked when needed.

4️. Efficient Data Management and Fast Response Times
The booking system is integrated with Profirent’s ERP, ensuring that all necessary data is automatically updated and readily available for staff. This supports faster decision-making and enhances responsiveness. The cloud-based setup guarantees smooth operation without the issues tied to local servers.

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How ASFiNAG Boosted Customer Service Efficiency by 8%

evoCRM — Fri, 11 Apr 2025 14:24:51 +0000

Accelerating Success:

“With the implementation of the new Case Management and Document Generation system, our customer service efficiency has significantly improved. What previously required manual processing across multiple systems is now accessible through a single interface with just a few clicks. Through automated processes, we’ve freed up our colleagues’ time, which they can now dedicate to solving real customer problems” – this is the concise summary of the project developed for ASFiNAG with participation of evoCRM.

AUSTRIA’S ROAD GUARDIAN – ASFINAG

ASFiNAG (Autobahnen- und Schnellstraßen-Finanzierungs-Aktiengesellschaft) is responsible for maintaining and developing over 2,200 km of Austrian motorways, including inspection and repair of technical equipment (e.g., tunnel ventilation, lighting), managing toll systems (time-based vignettes for passenger cars and kilometer-based charges for trucks), and modernization projects.

DIGITAL SUPERHIGHWAY INSTEAD OF SYSTEM JUNGLE

ASFiNAG AG previously used several disconnected systems to manage customer service processes. Key challenges included:

Efficiency issues: Customer service processes weren’t sufficiently automated or transparent, hindering rapid customer service and management decision-making
Data management difficulties: Managing large volumes of data and integration between different systems was complex, leading to delays or operational errors
Infrastructure maintenance: The intensive network expansions continuously increased road maintenance requirements, creating significant administrative burden

The company leadership prioritized:

Making customer service processes more efficient and automated
Creating a simpler, user-friendly interface
Improving management reporting quality
Increasing operational transparency

THE SOLUTION: CATALYST FOR DIGITAL TRANSFORMATION

The project began with a thorough assessment to define customer service process steps, case types, and required integrations. During development, we utilized various tools including PCF controls and form-embedded application development.

Throughout the development process, enhancing user experience was the primary focus. Functions were designed to minimize clicks and maximize automation.

EvoCRM’s development areas included:

1. Automated Case Management

- Creating automated case queues
- Automating ownership assignments
- Optimizing task distribution

2. Document Generation Integration

- Integration with Infinica external document generation system
- Utilizing Web Function APIs
- Developing PowerApps Canvas applications for monitoring and management tasks

TURBO MODE: THE SYSTEM LIVE

Following the Microsoft business platform implementation, ASFiNAG AG experienced an 8% increase in customer service efficiency. This is a particularly important achievement for a company handling millions of customer toll payments and related cases annually.

Based on agent feedback, the system significantly facilitated daily operations:

Case management became faster and more transparent
Document production became an automated process
Customer service became quicker, leading to increased customer satisfaction

With the implementation of an effective CRM solution, leadership gained better visibility into customer service operations. Reports and dashboards enable real-time performance monitoring and identification of areas for improvement.

SUCCESS MILESTONES: MEASURABLE RESULTS

Customer service efficiency increased by 8% through Microsoft platform utilization
Service workload was optimized thanks to automated case handling
Managing large data volumes and system integrations became more streamlined
Management reporting quality improved, making decision-making more data-driven
Document generation simplified through integration, reducing manual data entry requirements
Process monitoring and management simplified through Microsoft PowerApps application

Look at the full case study video:

Asfinag - A customer case in the fast lane

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Field Service automation that delivers measurable impact

evoCRM — Mon, 24 Jul 2023 07:18:59 +0000

Client

EFAFLEX Gmbh (established in 1947 in Germany), is one of the leading manufacturers of industrial, roll-up and folding doors. Efaflex Hungary Kft., the company’s Hungarian subsidiary was founded 16 years ago.

The production, installation and servicing of thermally insulated spiral gates, high-speed roll-up industrial gates, food industry high-speed gates, cleanroom high-speed gates, explosion-proof high-speed gates, burglar-proof high-speed gates, machine protection high-speed gates, accordion gates, and industrial gates supporting intralogistics processes provide solutions for all segments in our country.

Client: Efaflex Hungary Kft.
Sector: Manufacturing

Task

Efaflex Hungary Ltd. recently introduced a new ERP system in all their three divisions, and integration with the CRM system was essential, so they were looking for a partner company with stuff experienced in integration between Salesforce and ERP systems. Worth mentioning that however the divisions use the same ERP system, their databases were different.

The main objectives were the followings:

– Development of the order management functions, that are synchronized with ERP functionality and inventory management
– Synchronization of product and asset information
– Further development of the previously existing offer management
– Development of invoice analytics function and compilation of the invoicing-related files, and their transfer to the invoicing system through the integration with the ERP system

Solution

During the joint work, our primary task was to solve the integration with the ERP system and the different databases.

In the first stage of the process, regarding to the preparation of business opportunities and offers, we implemented the optimization of the device installation and servicing process, together with the process to create supplementary offers to answer immediate requirements, and with the tender management.

The next step was to solve the management of customer and supplier orders and dispositions. The transactions are recorded in the CRM system, which automatically transfers the information about the above inventory movements to the ERP, so it can generate the delivery slips.

In the third step, the goal was to implement organizational unit management. Since the 3 different divisions use the same ERP system, but have different portfolios and processes, they use different databases within the system. Here the main goal was within the Salesforce system to use a common database, which we successfully integrated with all 3 ERP databases.

The next step of the project was to create analytics. This successful development means, that invoicing can be started from Salesforce, while the process is automatically synchronized with the ERP.

Result

We have prepared for the client a solution, covering the entire sales process, with which Efaflex’s previously isolated divisions can now work together using one integrated database.

Due to our developments a newly formed master-data management could have been established, and any changes on data triggers the necessary update in the corresponding systems real time.

Not to mention complex reporting which makes their sales activities, creating the opportunity to make stock planning and sales more optimized, foreseeable and efficient.

Feedback

EVO’s development and project team has compiled a solution-focused functional requirement specification based on business needs. The integration development between the SF CRM and ERP systems was implemented with outstanding professional competence and customer-oriented support. The project schedule and the project management on the supplier and customer side of the deliverables were coordinated.

Evo’s team is prepared, motivated and customer oriented, I can only recommend it to other partners.

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Why Oracle Intelligent Advisor?

evoCRM — Mon, 17 Jul 2023 12:16:03 +0000

Oracle Intelligent Advisor

Oracle Intelligent Advisor (OIA) is a powerful rule engine that supports complex decision-making and calculations. The use-cases for OIA are endless. Whether you need to enable user-friendly self-service, improve personalized assistance through chatbots, reduce the workload of customer service agents, provide decision analytics, or fully automate decision-making OIA comes to the rescue.

Why OIA?

Consistent decision-making

OIA ensures consistent decision-making across various communicational channels and reduces the possibility of human error. All the above-mentioned use cases may be combined in a project and OIA guarantees that end-users receive the same result through different channels.

For instance, a user may get assistance from a chatbot or fill-in an Interview to determine eligibility for a certain bank loan. Once he is reassured by the decision and explanation, he receives through these self-service channels he hands in his application. The agent handling his case at the bank utilizes the automated decision-making process and at the push of a button he is presented with the exact same decision and explanation the client had received.

Consistency is a guarantee because the core of the rule engine is the same, regardless of the end user or the channel: the rules.

Personalized service

OIA allows customers to get personalized advice by completing an OIA Interview on a self-service portal. The client can pick what benefit they are applying for on a user-friendly interview screen.

The interview changes dynamically based on what data the customer provides. For instance, once the customer selects whether they are applying for a house loan or a car loan, the interview will only ask for the input data that is relevant for the chosen loan type.

In case the client provides data that rules out eligibility – for instance the client is not employed when applying for the loan – the interview immediately returns the negative decision with the relevant explanation.

Dynamic interviews ensure that the customer receives the decision in the shortest amount of time with the minimum number of clicks.

Reduced workload for agents

OIA interviews may also be designed for the use of call-center agents. Supporting the work of agents by OIA can significantly decrease the time required to process a case. By making use of OIA’s input validation, consistent decision-making, and detailed explanation on how a decision was reached the likelihood of human error can also be reduced.

Automating complex decision-making

Depending on the purpose of the project OIA may run in the background without a surface. OIA does not have its own database. It collects the data from other services and returns the answer. The rule engine is able to make a decision using thousands of input values within milliseconds and send back the result and the relevant explanation.

Rules written in natural language

OIA rules are written in Microsoft Word and Excel. OIA stands out from other rule engines because in OIA rules can be written in natural language. As a result, no serious IT background is necessary in order to build an effective decision-making system.

The fact that the rules are written in easily understandable language greatly promotes the cooperation between the clients and developers. OIA supports various custom languages in addition to English.

Built-in functions

Built-in functions enable complex calculations and logic in the rules. The main types of built in functions are numerical functions, date and time functions, text functions, entity and relationship functions and temporal reasoning functions.

Temporal variables

A specialty of OIA is handling temporal variables, that is variables the value of which change over time. Therefore, it’s easy to handle past changes in the rule engine and calculate the margin that results from these changes.

Built-in regressive testing

OIA allows for saving test cases and running them at a click of a button, guaranteeing that during a new development no bugs can hide among the rules.

The test cases are created in excel files, using color-coded input, expected and actual values. The user-friendly surface enables close cooperation with the client while creating test cases.

The test cases can range from unit tests written to guarantee that small parts of the rules work as expected to complex test cases that cover all the rules and the whole decision-making process.

Conclusion

Oracle Intelligent Advisor is a powerful rule engine that can be implemented in various business scenarios. OIA ensures quick and consistent decision-making across multiple channels. It can speed up the decision-making process, reduce the workload of agents and consequently reduce costs.

The fact that OIA can read rules from documents written in natural language simplifies the development process, allows for easier communication between developers and customers and strengthens cooperation.

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On-premise to Cloud Migration

evoCRM — Thu, 06 Apr 2023 07:23:19 +0000

Client

The client has been using a Siebel Call Center based system for managing the reported tickets related to their products for a long time. They were running their applications on servers using Windows operational system. In order to improve efficiency, they turned to us with the request to move from on-site facilities to cloud based infrastructure.

Solution

Before starting the process, the system was dockerized; so that the development and later the operation of the system could be done on any platform, including Windows, Linux or IOS. Since their system was using an older version, we needed to upgrade it from version 16 to the most recent one, version 22.6. The upgrade was also necessary since a lot of useful functions, such as CRM GUI or webtools, were not available in the older version. These two features enable simultaneous development on the web interface.

Following the upgrade, the proof of concept was written. Oracle Cloud, a Linux based cloud service provider was chosen for the project so in addition to the usual technical challenges moving from Windows to Linux was a significant task.

As a first step we created a Linux Red Hat system and migrated the application there. Two servers were created in the cloud (Linux and Windows), so the migration could be done as a two-step process. First, we deployed the application to the Windows server in the cloud and after testing the deployment to the Linux server was also completed.

Due to the two servers, we work with a hybrid architecture within the Siebel Enterprise which allows us to filter out possible errors and identify their cause (change of architecture or software related problem).

Following the successful migration, we carried out performance measurements that yielded the expected results: the cloud-based system works faster and more efficiently. In addition, its maintenance is significantly easier. The POC proves that it is possible to move the old, well-functioning system to a modern environment without re-developing the business logic.

A On-premise to Cloud Migration bejegyzés először evoCRM-én jelent meg.

Home Renovation Support

evoCRM — Fri, 31 Mar 2023 07:22:36 +0000

Project

In 2021 Hungary introduced the Home Renovation Program for the renovation and modernization of flats and houses which allows families raising at least one child to apply for a non-repayable grant of up to 3 million HUF. Our task was to integrate this new support into an existing system that handles various family related benefits starting from receiving the applications, through paying the grants up until creating the subsequent statistics.

Solution

The first step in the project was to present the existing system to the customer and discuss the requirements. We had to align the client’s expectations with the technical properties of the system and find common ground. After clarifying the requirements, we created a new Home Renovation Support case type. We created the necessary views, business components and applets for the new case type. For instance, a new form containing the attributes of the flat/house and a new view with all the details of the bills connected to the renovation costs were created.

Four new interfaces were introduced as part of the project:

One for accepting electronic applications, one connecting to Takarnet (a system that contains details concerning property ownership in Hungary), one connecting to the system of NAV (National Tax and Customs Administration), and one for receiving data the applicant’s social insurance coverage.

Through these interfaces administrators can get the data necessary to determine eligibility by the click of a button.

In addition to Siebel, we also used Oracle Intelligent Advisor (OIA) in the project to support the decision-making process. The laws regarding eligibility for Home Renovation Support were translated to rules in OIA. Once all the necessary data is collected a call is made to OIA which responds with a decision whether the applicant is entitled to Home Renovation Support.

We also added the necessary collision checks, for instance, to ensure that one applicant cannot receive the support twice, finished the finance and money transfer related developments and created the document types to be sent out upon a positive or negative decision.

Finally, we created the reports and statistics through which all important data concerning the Home Renovation Support case type can be queried and organized based on the needs of the administrator.

Results

The Home Renovation Program was active for two years throughout which its popularity was constantly high. During this period several modifications were implemented, either due to changes in the relevant laws and regulations or to further support the work of the administrators. The close cooperation with the customer enabled us to react to these needs promptly. In conclusion, the system enabled administrators to make quick and consistent decisions throughout the whole country and handled the applications of thousands of families who applied for/received the grant.

A Home Renovation Support bejegyzés először evoCRM-én jelent meg.