UTAB CRM
Specialist experience in analysing and designing customer relationship management (CRM) systems: working in the UTAB software development team and implementing and optimising it in real businesses.
- Systems analyst
- CRM designer
- UTAB development team member
- Business process analysis
- Implementation and optimisation
Case study
The problem
For UTAB to grow, it needed a version that supports every trading company from purchasing to sales and warehousing, with complex stock calculations and sales from several warehouses.
My role
- Analysing the previous versions of UTAB
- Working with the professional UTAB team on the analysis and design of the new parts
- Taking part in designing UTAB’s connection to other systems through APIs
The result
- New parts were added that support every trading company, from purchasing to sales and warehousing.
- Complex modules were added for real-time stock calculation, sales from different warehouses and instant sales invoices for dispatch from different warehouses.
- Reporting automation routines through APIs are now being designed so UTAB can connect intelligently to all systems.
My role in the UTAB collaboration
In my work with UTAB I have acted as a systems analyst and designer and as a member of the software development team. My work covers studying organisations’ needs, analysing business processes, designing system solutions, and contributing to the development and improvement of the CRM software’s capabilities.
My experience is not limited to development. Implementing and optimising UTAB in businesses such as Elite Online, Chikado and Bargham let me study real user needs and adapt CRM capabilities to how each business actually operates.
This combination of analysis, design and hands-on delivery is an important part of my expertise in designing enterprise systems and turning business needs into practical software solutions.
About the UTAB software suite
UTAB is a comprehensive customer relationship management (CRM) software suite that brings processes around customers, products, sales, contracts, follow-ups, financial information, reporting and customer interaction into one platform. The aim is a unified view of the organisation’s information and activities, and easier management of day-to-day processes and management decisions.
A CRM creates the most value when it is more than a place to store customers’ phone numbers: it should also make interaction history, sales opportunities, responsibilities, contracts and the results of activities available.
A look inside the software
Main modules and capabilities
Core and people database
The UTAB core manages basic data and an important part of the organisation’s activity. Information on individuals and companies, customers, staff, suppliers and other business relationships is organised here.
- Contact details, professional, educational and registration data for each person
- Classification of information and different roles for people
- Referrers, dependants and related files
- Viewing and tracing each person’s activity history in the organisation
Product and inventory management
This module manages product information and its connection to sales and ordering processes.
- Products with configurable specifications and fields
- Grouping and classification of products and brands
- Warehouse in/out management and stock status
- Reorder thresholds and low-stock alerts
- Prices in local or foreign currency, discounts and warranty information
Invoice and contract management
UTAB tracks commercial information from pro-forma invoice to contract and the related execution stages.
- Issuing and viewing pro-forma invoices, invoices and contracts
- Defining the sales representative, finance contact and follow-up owner
- Order status and contract execution stages
- Delivery and dispatch checklists and other operational actions
- Coordinating follow-ups between teams and departments
Sales accounting and finance
This part records and tracks financial events related to customers, contracts and organisational costs.
- Cash, cheque and online receipts and payments
- Financial operations in local and foreign currency
- Credit, discount and financial transfers
- Document approval workflow and payment-request follow-up
- Financial history of people, contracts and invoices
- Cost recording and profit-and-loss reporting for contracts
- Connection to accounting software through the relevant subsystem
Follow-ups, tasks and reminders
The follow-up module manages actions and keeps tasks related to customers, sales opportunities and internal activities from being forgotten.
- Tasks linked to a customer, contract, project or internal activity
- Owner, deadline and priority
- Notes, attachments and categorisation of activities
- Transferring, extending and closing follow-ups
- Alerts and reporting on the status of actions
Reporting and management report builder
Data recorded in a CRM gains management value when it can be turned into practical reports.
- Customer and purchase-history reports
- Spotting inactive customers or those with no purchases in a given period
- Comparing sales across periods and promotions
- Saving custom reports under a name of your choice
- Excel and Word export and comparison charts
User and access-level management
Access structure and audit logging make it easier to control user activity and track changes in organisational processes.
- Access levels matched to user roles
- Separate access to information and software operations
- Logs of important events and changes
- Reviewing staff performance based on system data
- Web-based access through a browser
Event management
For organisations that run events, courses, gatherings or registration programmes, this module manages information and communication with participants.
- Event definition: time, place, capacity and status
- Individual and group registration or booking
- Event managers, documents and prerequisites
- Attendance management and participant history
- SMS and email communication with selected people
- Performance and financial information for each event
Customer portal
The customer portal lets external users view their own account and interaction information through a dedicated area.
- Viewing and editing profile information
- Purchase history and invoice status
- Access to related pro-forma invoices and contracts
- Online payment of pro-forma invoices, where this feature is enabled
- Financial history and electronic copies of invoices
Customer satisfaction surveys
The survey module records and reviews customers’ opinions about products, purchases, events and the indicators the organisation cares about.
- Defining evaluation indicators and surveys
- Numeric and chart-based analysis of results
- Satisfaction with a product or the buying experience
- Using feedback to identify areas for improvement
Business benefits of using UTAB
The value of a CRM lies in order, access to reliable information and coordinated customer-related processes. With the right design and rollout, UTAB’s capabilities can improve sales management, make follow-up more precise and increase transparency across the organisation.
- A single view of customer information and interaction history
- Better organised sales and customer follow-up processes
- Better coordination between departments
- Better access for managers to operational reports
- Customer segmentation and purchase-history analysis
- Support for planning and marketing activities
- Adaptation and customisation to the organisation’s needs
- Integration with other systems, depending on the available subsystems
- Web-based access and user access-level management
- Help improving customer experience and keeping relationships effective
UTAB implementation in real projects
Part of my experience in this field is the practical use of UTAB in different business environments and taking part in its implementation and optimisation. In every organisation, understanding existing processes and user needs is a key part of adapting the system to daily operations.
Elite Online
Taking part in CRM implementation and optimisation to fit the business’s operational needs and customer relationship management.
Chikado
Applying and optimising UTAB in an e-commerce setting and the processes around customers.
Bargham
Taking part in deploying and optimising the CRM to support business processes and customer relationships.
My approach to CRM analysis and design
In my view, a successful CRM implementation is more than installing software or switching on modules. The system has to fit the organisation’s structure, sales cycle, staff responsibilities, the information managers need and the customer experience.
That is why analysing processes and understanding real needs before designing the solution matters. Combined with my work on UTAB’s development and its rollout at Elite Online, Chikado and Bargham, this view is part of my expertise in enterprise systems analysis, process management and building digital businesses.
From business analysis to a software solution
Working with UTAB on the analysis, design and development of the CRM, together with implementing and optimising it in real businesses, is an example of my professional approach to connecting business needs with the design and delivery of digital systems.
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My services & collaboration