Client's Testimonial

"Developers.dev didn't just connect our systems; they unified our business. For the first time, our support team has a complete picture of the customer in one screen-their orders, their support tickets, their shipping status. This project has directly led to a 15-point increase in our CSAT scores. The technical skill and project management were flawless."

Head of E-commerce, Urban-Decor.com

Client Overview

A fast-growing online retailer in the USA, specializing in custom furniture, with annual revenues of $25M. Their Magento e-commerce store was the primary sales channel, but all customer service and post-order communication were handled in Vtiger. These systems were not connected, and a separate, legacy ERP handled inventory and shipping. This created chaos for their support team and a disjointed experience for customers.

Problem

The client's customer support team was operating with blinders on. To answer a simple customer query like "Where is my order?", an agent had to log into three different systems: Vtiger for ticket history, Magento for order details, and the ERP for shipping status. This led to long wait times, frustrated customers, and inefficient support operations.

Key Challenges

No Real-time Data Sync

No real-time synchronization of customer and order data from Magento to Vtiger.

Limited CRM Visibility

The support team had no visibility into inventory levels or shipping information within the CRM.

Legacy ERP API Gap

The legacy ERP had no modern API, requiring a custom middleware solution.

Overwhelming Status Tickets

High volume of "status update" tickets was overwhelming the support team.

Our Solution

We deployed a cross-functional POD focused on complex, multi-system integration to create a single source of truth for the client.

⚙️ Custom Middleware Development

We first built a secure REST API for the legacy ERP system, effectively modernizing it and enabling it to communicate with Vtiger and Magento.

🤝 Magento-Vtiger Connector

We developed a robust connector that synced customer data, sales orders, and product information from Magento to Vtiger in real-time.

👁️ Unified Customer View Widget

Inside Vtiger, we built a custom "E-commerce Snapshot" widget on the contact and organization records. This widget made live calls to the Magento and ERP APIs to display order history, shipping status, tracking numbers, and even inventory levels for previously ordered items.

🌐 Customer Portal Enhancement

We enhanced their existing Vtiger customer portal to display the same order and shipping information, empowering customers to self-serve and track their own orders, drastically reducing inbound support tickets.

Implementation and Execution

Data Field Mapping

Mapped all data fields and workflows between the three systems.

Custom ERP Middleware

Developed the custom ERP middleware using Python (Flask) hosted on AWS.

Magento & Vtiger Modules

Built the Magento extension and Vtiger custom modules using PHP.

E-commerce Snapshot Widget

Designed and developed the "E-commerce Snapshot" widget using JavaScript and Vtiger's API.

Phased Rollout

Executed a phased rollout to a small group of support agents to gather feedback before a full launch.

Intense System Monitoring

Monitored the system intensely post-launch to ensure stability and data accuracy.

Positive Outcome

⚡ 50% Faster Ticket Resolution Time

Agents could answer most questions without ever leaving the Vtiger screen.

📉 30% Reduction in Inbound Support Tickets

The enhanced self-service portal empowered customers to find their own answers.

😊 15-Point Increase in Customer Satisfaction (CSAT)

Faster, more informed support led to happier, more loyal customers.

✅ 100% Data Accuracy

Eliminated errors caused by manual data lookup and copy-pasting between systems.

Why Choose Us

👥 Ecosystem of Experts

We brought in backend, frontend, and Vtiger specialists.

🌟 CMMI Level 5 Maturity

Our structured process was essential for this complex, multi-system project.

🔒 Ironclad Security

We ensured all API communication was encrypted and secure.

❤️ 95% Client Retention

We are a trusted, long-term technology partner.

👨‍💻 Vetted, In-House Talent

Our team had proven experience with Magento and custom API development.

✨ Zero-Risk Trial

Allowed the client to vet our technical capabilities on a smaller, preliminary task.

🔄 Free Replacement Guarantee

Provided confidence in the quality of our team.

🤖 AI-Augmented Delivery

Helped us manage the complex dependencies and timelines of the project.

📄 Full IP Ownership

The client owns the custom ERP middleware and all Vtiger modules.

Conclusion

This project demonstrates our ability to go beyond simple Vtiger customization. By tackling the client's most complex integration challenge, we unlocked massive efficiency gains and helped them deliver a superior customer experience, solidifying their reputation in a competitive market.

E-commerce Retailer Achieves a Unified Customer View by Integrating Vtiger with Magento and a Custom ERP

Industry E-commerce / Retail