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Case Studies
Customer Relationship Management (CRM) in APEX

A powerful CRM built on Oracle APEX to manage customers, leads, interactions, and sales pipelines. It improves customer engagement, tracks communication history, automates follow-ups, and provides insightful reports for better decision-making.

Services: Oracle APEX development

Solution: New App Integrated with legacy app.

Industry: NGO sector

The Overview

The NGO Doaba Foundation had an ERP system in place to manage its core operations, but it lacked a dedicated application to properly handle and track customer complaints related to its projects. As a result, a new database structure was designed specifically for a CRM solution, ensuring complaints could be recorded, monitored, and resolved in a structured way. This CRM was tightly integrated with the existing ERP, reusing profile and master tables to maintain data consistency and avoid duplication. While the ERP continued to run on a legacy front-end environment, the new CRM was developed using Oracle APEX, making it modern, responsive, and easily accessible on Android mobile devices. This hybrid approach bridged the gap between old and new technologies. Along with several other improvements, it significantly enhanced transparency, responsiveness, and stakeholder engagement across the foundation’s projects.

The Challenge

Designing and implementing a new application for Doaba Foundation came with practical challenges, especially when integrating it with an ERP running on a legacy Oracle front end. The CRM had to be redesigned to reuse existing profile data from the ERP without disrupting live operations. Capturing customer complaints required pulling accurate project details directly from the ERP, which demanded careful data mapping. Assigning disputed complaints to committee members, tracking their actions, and locking records after resolution also required strict controls to ensure transparency, data integrity, and smooth coordination between old and new systems.

The Solution

To address these challenges, a purpose-built application was designed to integrate seamlessly with the existing ERP while respecting the constraints of the legacy Oracle front end. The CRM layer was re-architected to securely reuse master profile and project data from the ERP in real time, avoiding duplication and ensuring consistency without interrupting ongoing operations. A controlled complaint-management workflow was introduced, enabling accurate project-level data mapping, structured assignment to committee members, action tracking, and automated record locking upon resolution. Clear validation rules and system-enforced controls ensured transparency, data integrity, and smooth coordination between the new application and the legacy ERP environment.

  • Performance and Stability
    Optimized integration points and query handling between the new application and the ERP, ensuring reliable data access without adding load or latency to the legacy system.
  • Scalability
    Designed modular workflows and data models that can support increasing numbers of complaints, projects, and committee users as the foundation grows.
  • Enhanced Security
    Implemented role-based access, controlled state transitions, audit trails, and record-locking mechanisms to protect sensitive NGO data and ensure accountability.
  • Seamless Migration
    Introduce the new application alongside the existing ERP through phased rollout and controlled data synchronization, enabling adoption without disrupting live operations or historical records.

The Results

The new application delivered a transparent, well-governed complaint management system while preserving the stability of the existing ERP. By bridging legacy and modern systems, Doaba Foundation gained clearer oversight, faster resolution cycles, and stronger data integrity, without disrupting ongoing NGO operations.

  • Streamlined Complaint Resolution
    Complaints are now captured with accurate project context, assigned automatically, and tracked through clear stages until closure, reducing delays and manual follow-ups.
  • Improved Transparency & Accountability
    Committee actions are fully traceable through audit logs and controlled workflows, ensuring fair handling of disputes and clear responsibility at every step.
  • Reliable ERP Integration
    Real-time reuse of ERP profile and project data eliminated duplication and inconsistencies while keeping the legacy system stable and performing.
  • Foundation for Future Growth
    The modular, secure architecture enables Doaba Foundation to extend the CRM with new workflows and reporting features as organizational needs evolve.