Case study > Banking & Financial Services > Enterprise CRM Implementation in an Omnichannel Financial Environment for Bank Pekao
Edge One Solutions supported a financial-services organisation in implementing an enterprise CRM system that connects customer information across digital channels, Contact Centre and branches.
The project covered Business Case and TCO preparation, solution selection, architecture design, roadmap development and the delivery of a scalable foundation for future digital products.
The financial-services organisation operated in an omnichannel environment without a consistent customer view across digital channels, Contact Centre and branches. Fragmented information limited the effectiveness of service processes and made it more difficult to develop digital products.
The challenge extended beyond selecting a CRM platform. Before implementation, the organisation needed to structure its investment decisions by preparing the budget, solution architecture, delivery model and vendor-selection process.
Without a structured approach, the project could have faced delays, rising costs and the implementation of a solution that would not meet business or operational needs.
The Edge One Solutions team designed and implemented an enterprise CRM system, supporting the project from the preparation phase through delivery.
The scope included preparation of the Business Case, TCO, RFI and RFP documentation, budget plan and delivery schedule. The team also defined the solution architecture, technology stack and infrastructure requirements.
The project followed a hybrid delivery model: Scrum for functional development and waterfall for solution selection and architecture design. The team also provided business and systems analysis, along with solution-design support.
The team delivered a system foundation that integrates data from digital channels, Contact Centre and branches. The enterprise CRM provides a more complete view of customer history and needs across the organisation.
Standardising key service processes reduced operational fragmentation and created a basis for developing further digital products. A defined MVP, roadmap and milestones improved control over project scope and delivery progress.
Built with Angular, Java, IBM DB2, Kafka, IBM BPM, Kubernetes, Oracle, PostgreSQL, REST API, SOAP (ESB), ETL and Power BI, the solution provides a scalable foundation for data integration, process automation and the continued development of the omnichannel environment.
