Our client came to us with a decision on its hands – utilize an out-of-box CRM that
carried burdensome licensing fees or find a technology partner to develop a custom
solution. After discovering that a custom solution was more budget-friendly, the client engaged Magenic to make the vision a reality.
That decision was only the beginning. Magenic needed to develop a call management system that would be utilized by over 2,000 users across 164 countries both
online and offline (leveraging Microsoft SQL Server). The system would also need to
incorporate preventative maintenance, generating technical service bulletins and
product recall notifications while tracking and recording execution of FDA requirements. Because of its global presence, the client’s call management system would
need to record potential reportable events to be later reported to local and global
regulatory bodies such as the FDA and EDA.
Reporting needed for 2,000 users in 164 countries.
Magenic leveraged Windows Forms with a CSLA .NET business layer and a Microsoft SQL
Server backend to build a customized call management system from the ground
up. Magenic also implemented SQL Server Merge Replication which allowed users
to access the system remotely from their laptops in an offline setting. The new call
management system also integrated with the client’s existing legacy backend.
The user interface and user experience for the application were both designed by
our in-house design team, Magenic Studios. While the design and development
phases of this project took place nearly four years ago, Magenic has continued to
partner with the client and perform ongoing support, maintenance, and enhancements to the system when needed.
Merge Replication allows both online and offline users.
Over the past four years, Magenic’s custom solution has saved the client millions
in licensing fees. The call management system replaced not only the client’s legacy
system but also an ERP system that was used for the majority of global business.
Magenic’s custom solution now accounts for 75% of the client’s global business.
The solution has grown from a simple service ticket registration application to now
include modules for inventory management and service contracts. Magenic’s utilization of .NET and other Microsoft technologies responded to the client’s business
needs in a time- and cost-efficient manner that has facilitated data collection to
respond to both regulatory concerns and business needs.
Magenic’s latest maintenance phase upgraded the technologies used in an effort to
enhance the call registration process. This effort improved customer response and
quality monitoring, and included upgrades to .NET 4.0, CSLA 3.8, and SQL Server
Custom solution accounts for 75% of global business.