CASE STUDY
CRM Modernization and Workflow Automation
Syberry modernized a business-critical custom CRM, improving platform performance by 30% while maintaining day-to-day operations. The upgraded system combines workflow and communication automation with more reliable integrations, supporting 50,000+ transactions and $1B+ in transaction value annually.
Tech stack/tools we used: PHP, JavaScript, cloud infrastructure, a relational database, reporting tools, and third-party integrations
Client
A business built around a custom CRM
The client is an established company that uses a custom customer relationship management (CRM) platform to manage complex sales-related operations and customer engagement. As the business evolved, technical limitations made the CRM software slower, harder to maintain, and less efficient to operate.
The company needed a modern CRM platform that it could depend on every day. Modernization and customer experience automation had to address those limitations while keeping ongoing operations running.
Problem
Improve a legacy CRM without interrupting daily operations
The legacy CRM remained central to the business, but aging components and repetitive workflows were limiting operational efficiency. The challenge was to improve performance and reliability while maintaining existing functionality and connections to external systems.
The client's priorities were:
- Performance and stability: Improve application responsiveness and the reliability of business-critical processes.
- Maintainability: Modernize legacy components to make the platform easier to support and extend.
- CRM automation: Reduce manual effort in repetitive operational workflows.
- Data quality: Improve data processing and consistency across the platform and its integrations.
- Functionality: Extend existing CRM capabilities as business requirements evolved.
- Business continuity: Maintain day-to-day operations throughout the modernization.
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Solution
Incremental digital transformation without disrupting ongoing operations
Syberry analyzed the existing application to identify components affecting performance and maintainability. Our engineers then modernized critical parts of the CRM incrementally, improving the existing platform without disrupting ongoing operations. Change management centered on introducing improvements gradually while maintaining day-to-day operations. This approach allowed the client to build on its existing CRM rather than replace the entire platform at once.
The work combined technical improvements with workflow automation:
- Core component upgrades: Upgraded and refactored legacy components to create a more maintainable foundation.
- Application and database optimization: Improved performance across the application and its relational database.
- Operational workflow automation: Automated repetitive tasks and optimized business-critical processes.
- Communication automation: Introduced automated communication as part of the platform's expanded functionality.
- Integration improvements: Improved connections with external systems and strengthened data consistency.
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Result
Better performance at business-critical scale
$1B+
in annual transaction value
50,000+
transactions annually
30%
performance improvement
The operational improvements included:
- Faster workflows: Quicker execution of business-critical processes.
- Less manual effort: Workflow automation reduced repetitive operational work.
- More reliable integrations: Improved connections and data consistency across systems.
- Easier maintenance: A modernized technical foundation that is easier to support and extend.
- A foundation for scale: Improved platform maintainability and scalability for future development.
The transaction figures describe the scale supported by the platform. They are not measures of additional revenue generated by the modernization.
Challenge
A foundation for customer experience automation
This project addressed the operational foundation for customer experience automation (CXA): communication workflows, connected systems, and consistent CRM data. Its documented scope was CRM modernization and workflow automation, rather than an end-to-end customer journey transformation.
The result was a more reliable platform with less manual work and a stronger foundation for future development. The client could build on its existing custom CRM instead of replacing the entire system.
Succeed faster with Syberry
If you submit a request today, your MVP will be ready
as early as April 23, 2027
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Succeed faster with Syberry
If you submit a request today, your MVP will be ready
as early as April 23, 2027