This case study presents the CRM modernization project executed by Ivoyant for a well-known telecom client. Faced with an inefficient legacy CRM system, the client company sought complete overhaul of its customer support system. Ivoyant successfully transformed the existing system into a scalable, microservices-based CRM solution, within a short span of six months.
The client, a leading telecommunication service provider, has long been recognized for its commitment to delivering affordable, high-quality mobile connectivity to millions of customers across the United States. As part of a highly competitive telecom market, the company consistently strives to deliver superior customer experience while optimizing operational efficiency.
The company's operational setup dealt with various critical functions - one such being customer care operations - housed with customer support agents providing round-the-clock service to its customers. Daily operational work involved handling customer requests, customer queries, service requests, issues/complaints and more. The pressure on customer support agents was high – to service as many customer calls as possible, creating the necessity to have an efficient tool – one that could enable customer support agents meet high service demands.
However, the company’s customer care operations relied on a legacy spreadsheet-like CRM system that had become a major bottleneck in its service delivery chain. The outdated tool struggled to keep pace with growing customer demands and operational complexity. The support agents faced a host of problems – ranging from inefficient navigation between multiple tabs and screens, data duplication to slow data retrieval times. These culminated in longer call durations, inconsistent customer experiences, and increased maintenance costs.
In the light of these challenges, the client company sought comprehensive modernization of its customer relationship management system - one that would unify data, streamline processes, and empower agents with smarter, faster tools.
Ivoyant, a digital transformation partner with deep expertise in enterprise-grade CRM modernization, was selected to lead the initiative.
The goal was ambitious: to transform the existing legacy system into a cloud-native, microservices-driven CRM platform - within a six-month timeframe. The resulting solution, a state-of-the-art CRM, was designed to revolutionize customer service delivery with scalability, resilience, and intelligent automation at its core.
The client’s legacy CRM system was plagued by several critical inefficiencies. The key ones being:
Overall, these challenges translated into frustrated users and inconsistent service quality – the net effect resulting in poor customer satisfaction, operational inefficiency and high maintenance cost.
Ivoyant proposed a complete overhaul of the legacy CRM architecture, replacing it with a microservices-based system capable of handling high concurrency and seamless integrations. The new CRM was conceptualized to deliver operational ease, efficiency, agility, intelligence, and scalability while ensuring a visually engaging and intuitive interface for customer support teams.
Key solution pillars included:
This holistic transformation enabled the client company to future-proof its CRM infrastructure, positioning the organization for faster growth and superior customer engagement.
The transformation project was executed in six months, following a structured, agile methodology. The engagement began with an exhaustive study of the existing CRM ecosystem to identify pain points and design an optimized architecture aligned with business goals. Ivoyant’s cross-functional teams - including UI/UX designers, solution architects, backend engineers, and QA specialists - collaborated closely with stakeholders at the client company throughout the lifecycle.
Development was divided into modular sprints:
The revamped CRM delivered transformative results:
The above metrics are tabulated below for quick reference:
Beyond performance metrics, the solution elevated the telecom client’s customer-centric culture by enabling proactive, data-informed service delivery. The modernization not only boosted operational KPIs but also strengthened brand trust and customer loyalty.
The successful deployment of the new CRM solution stands as a testament to how legacy modernization, when executed with precision and innovation, can redefine an organization’s operational DNA.
The CRM modernization project delivered a compelling ROI with payback in under 14 months. The combination of operational efficiency gains, vendor cost reduction, and improved business agility created annual benefits exceeding $13M against an initial investment of $15M.
The client company’s transformation journey with Ivoyant showcases how microservices architecture, AI-enabled workflows, and seamless integrations can convert customer support from a cost centre into a strategic growth engine.
The project demonstrated measurable improvements in key areas like operational efficiency, agent productivity, faster time-to-market and customer satisfaction - all achieved within an accelerated 6-month delivery window. By embracing modern technology frameworks, the client company not only overcame legacy constraints but also gained a sustainable competitive edge in the dynamic telecom market.
For enterprises grappling with aging systems and fragmented processes, this case study serves as an inspiring blueprint. Ivoyant’s expertise in legacy transformation, coupled with its agile, customer-first approach, enables organizations to unlock innovation and operational excellence.
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