Digital CRM Solution for a National Benefits Distribution Agency

Client: Public Institution in Moldova (Name Withheld)
Sector: Employee Benefits, Meal and Sport Ticket Distribution
Delivered by: Indrivo
Services: CRM Development, Integration with Call Center, Workflow Automation

The agency aimed to improve the management of interactions with individual beneficiaries, partner companies, and ticket distributors by implementing a modern and centralized Customer Relationship Management (CRM) system.

The primary goal was to digitalize the lifecycle of benefit programs, including meal and sport ticket requests, approvals, and post-distribution support.

• Design and development of a custom CRM platform adapted to public service delivery
• Workflow automation for managing ticket programs from application to validation
• Call center integration to streamline communication with beneficiaries and companies
• Advanced filtering, search, and reporting capabilities for internal monitoring
• Secure document exchange and contract lifecycle management

• Ticket Program Management: Application tracking, status updates, and history logging
• Telephony Integration: SIP/VoIP-based call center integration with caller ID, interaction history, and automated case creation
• Email/SMS Notifications: Status updates sent automatically to beneficiaries and partner companies
• Company Portal: Interface for employers to request tickets and track their status
• Document Validation: Upload and review of required documents with audit trails

• Backend: .NET Core
• Frontend: React.js
• Database: Microsoft SQL Server
• Call Center Integration: Asterisk VoIP system
• Deployment: Secured Government Cloud Infrastructure

• 70% faster response time to company and citizen requests
• 100% traceability for all support tickets and beneficiary cases
• Centralized communication flow between internal teams and external stakeholders
• Higher transparency and audit readiness for every ticket distribution cycle

This digital solution helped transform the way a government agency manages the distribution of meal and sport benefit tickets. By providing real-time tracking, centralized support, and seamless communication, the agency became a model for digital public service innovation in the employee benefits domain.