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CRM Manufacturing

CRM System for Managing Manufacturing Processes at a UK Plant

Industry Manufacturing

Type CRM

Context

The challenge

Bring the customer relationship and the manufacturing core of a large industrial site into one environment: customer data, capacity, stock, quality and logistics, with six teams that had been working on paper and spreadsheets. The goal came down to three words - transparency, predictable lead times, cost control.

Our approach

What we delivered

Mapped end to end: enquiry → quote → sales order → works order → operations and BOM → quality → dispatch → financial documents. Control points: specification validators, material reservation rules, locks on any non-conformance. A modular architecture - a multi-pipeline CRM core, an MRP/APS planning service, a quality module with NCR and CAPA, logistics with ASN and carrier EDI. RBAC, audit trails and encryption in line with UK GDPR and ISO practice.

Project details

Impact on manufacturing

Results after rolling out the manufacturing control system

+28%

Production capacity

flow optimization

-65%

Quality alerts

early detection

-40%

Machine downtime

preventive maintenance

150+

Active users

3 sites connected

Before / After Seganiko

Production capacity +28%

Underused

Optimized

Machine downtime -40%

Reactive

Preventive

Active users 150+

Paper/Excel

3 sites connected

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.

About the client

Location: United Kingdom
Profile: series/project manufacturing, B2B supply
Teams: Sales, Planning, Production, QC, Warehouse, Logistics

Project goals

Centralize customer, order, capacity and inventory data.
Automate recurring operations and SLA-driven notifications.
Optimize production planning and resource loading.
Embed quality control and traceability at every stage.
Improve customer service with clear statuses, dates and documents.

Seganiko’s role

Business analysis, process and KPI modeling.
Domain model design and role-based UX.
CRM module development and integrations (ERP/MES/WMS/EDI).
Data migration, training and go-live support.

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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Serhii Nikolaienko Seganiko CEO & Full-stack Developer · AI Enthusiast

Founder of Seganiko, full-stack developer and digital solutions architect since 2012. I design web platforms, custom CRM systems and e-commerce stores that deliver measurable results - not just code. Passionate about artificial intelligence and its practical applications, I integrate AI assistants, chatbots and automation tools into my clients' projects.