CRM System for Managing Manufacturing Processes at a UK Plant
CRM System for Managing Manufacturing Processes at a UK Plant
For a large manufacturer in the United Kingdom, we built and deployed a comprehensive CRM platform that unifies customer and order management with the manufacturing core: planning, quality and logistics. The solution provides a single working environment—from first quote to shipment—delivering transparency, predictable lead times and cost control.
Approach & architecture
We mapped the end-to-end chain “Inquiry → Quote → Customer Order → Work Order → Operations/BOM → QC → Shipment → Financial docs”.
From this we defined the domain model and master-data sync rules (items/BOM, routings, stations, stock units).
Control points included spec validators, material reservation rules and quality non-conformance holds.
The architecture is modular: a CRM core with multi-pipelines and an offer catalog; a planning service (MRP logic, APS scheduling); a quality module (inbound checks, in-process control, final inspection, NCR/CAPA); and logistics (WMS ops, ASN/shipping, EDI with carriers).
RBAC and change audit enforce governed access, while a UK GDPR/ISO approach ensures security and compliance.
Technology
- REST/JSON APIs, webhooks, event bus.
- ERP/MES/WMS integrations, CSV/XLSX import/export.
- Document templates: quotes, specifications, shipping docs.
Manufacturing & quality
- MRP/APS: material requirements and capacity-based schedules.
- Stage-based QC: incoming, in-process, final inspection.
- Lot/serial traceability, NCR and CAPA cycles.
Reliability & compliance
- RBAC, access logs, backup and restore.
- Encryption in transit/at rest, anomaly monitoring.
- UK GDPR and ISO 9001/27001-aligned practices.
Implementation
We rolled out iteratively. First, a pilot on one line: sales pipelines, the “customer order → work order” link, baseline QC scenarios and warehouse movements. Then we expanded: plan-vs-actual by shifts, SLA alerts, automatic material reservations, shipping documents and EDI with logistics partners.
- Historical order migration and harmonization of masters and BOM.
- Scheduling setup, machine/shift calendars and QC checkpoints.
- Role-based training (sales, planner, QC, warehouse), SOPs and playbooks.
Key modules
Sales & orders
- Quotations and specs with stage-by-stage status tracking.
- Auto-creation of work orders from approved customer orders.
- Customer-facing statuses: promised dates, readiness, documents.
Planning & resources
- Capacity/shift plans, bottleneck visibility and alternate routings.
- MRP recalculation on orders/forecasts and material reservations.
- Lot reassignment for deviations and downtime.
Quality & logistics
- Control plans, inspection checklists and hold reasons.
- Serial/lot traceability, returns, claims and CAPA.
- WMS ops: receiving, putaway, picking, shipping, ASN/EDI.
Results
The platform delivered a unified view across commercial and shop-floor data, reduced manual steps and shortened fulfillment cycles.
Planning became more predictable, quality oversight continuous, and customer communications clearer on dates and statuses.
The client reported a significant uplift in operational efficiency and process control.
Transparency
End-to-end statuses from order to shipment, unified masters and reports.
Speed
Fewer manual actions, faster planning and quicker date confirmations.
Quality
Early defect detection, lot traceability and robust inspections.
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