Back office
ERP
One system for people, stock, and finance — with a path into the call and the customer record.
Leave, inventory, and invoices share a customer and employee identity with the communication systems. The back office and the contact center stop working as two separate worlds.
Implementation
How we implement ERP
HR, inventory, and accounting on one system — sharing customer and employee identity with the contact center and CRM.
01
Scope the modules
Which of HR, inventory, and accounting you need first, and which spreadsheets they replace.
02
Design the records
Employees, items, warehouses, and chart of accounts — with the same customer identity CRM already uses.
03
Load opening data
Staff lists, stock, and opening balances, checked before go-live.
04
Link to CRM and voice
The invoice, the leave request, and the customer who just hung up share one id.
05
Train the back office
HR, warehouse, and finance users on their screens. Managers on the boards.
06
Go live
Cutover with a parallel check of the first invoices and stock movements.
What the project covers
HR
Roles, shifts, and leave.
Inventory
Items, warehouses, and devices.
Accounting
Invoices that match what CRM already recorded.
Shared identity
Customer and employee ids across ERP, CRM, and voice.
Access
Desk or phone, with role-based permissions.
After go-live
Support from the same Cairo team.
What you have after go-live
- Live HR, stock, and/or books as scoped
- Opening balances loaded
- CRM and voice identity linked
- Trained back-office users
ERP and CRM
How ERP shares one customer with CRM
The invoice, the stock movement, and the person who just hung up use the same customer identity. HR shifts sit next to contact-center occupancy — not in a second spreadsheet.
01
One customer identity
CRM remains the master for the customer. ERP uses the same id for invoices, receivables, and delivery — no second card for the same company.
02
Deal to invoice
A won opportunity in CRM creates or updates the invoice in accounting, with the same items, amounts, and customer.
03
Stock and devices
What CRM promised is what inventory ships — including IP phones, headsets, and spare parts — against the same SKU list.
04
HR and the roster
Who is on which shift, and who is on leave, is visible next to occupancy in Innovatel. The back office and the floor stop using two lists.
05
Collections
An overdue invoice can open a CRM task or an outbound campaign. The agent sees the balance on the same customer file as the last call.
06
Management view
Pipeline, invoices, outstanding amounts, and call volume can be read together — not as three Friday exports.
What the ERP–CRM link covers
Customer master
One id in CRM and ERP. Phone, tax number, and billing address stay aligned.
Quotes and invoices
A closed deal becomes an invoice without retyping the customer.
Payments
Receipts in accounting update the CRM balance the collections team sees.
Inventory
Items and serials — including communication hardware — match what was sold.
HR and shifts
Leave and roster feed the contact-center schedule.
Real-estate reservations
A held unit can raise the related accounting entry from the same file.
Tourism bookings
A confirmed package can raise the guest invoice without a second guest card.
Access
Finance, sales, and operations see their screens; the identity underneath is shared.
What you have after the link is live
- One customer identity in CRM and ERP
- Invoices created from closed CRM deals
- Collections tasks back on the CRM timeline
- Stock movements against the same SKUs
- HR shifts visible next to the contact-center roster
Data integration
How the database stays one customer across systems
Voice, inbox, CRM, and ERP share a designed data model. The customer is stored once and reused — not copied into three spreadsheets and reconciled on Friday.
01
Name the source of truth
We agree which system owns each record: CRM for the customer, ERP for invoices and stock, Innovatel for the call, HR for the employee. Other systems read that master; they do not invent a second copy.
02
Design the keys
Customer id, phone, WhatsApp id, email, tax number, SKU, and employee id are mapped so a repeat contact opens the same file — including after an Excel import.
03
Connect the stores
Where products share a platform, they write to the same database. Where a system is already in place (Vtiger or another CRM), we integrate through an API or a scheduled sync — not a manual export.
04
Import and de-duplicate
Existing lists are cleaned against phone and email before go-live. Duplicates are merged so reports and screen-pop stay trustworthy.
05
Permissions and retention
Who can read, edit, and export is set by role. Call recordings and chat history follow the retention policy you approve — not an open folder on a shared drive.
06
Operate
Backups, monitoring, and a named path when a record fails to sync. Reports read from the live model, not from a weekly dump.
What the data integration covers
Customer master
One record used by the call, the inbox, the invoice, and the campaign.
Call metadata
Number, agent, duration, outcome, and a link to the recording — stored against the customer.
Omnichannel threads
WhatsApp, Facebook, Instagram, Telegram, and SMS under the same id.
Sales and service
Pipeline, tickets, and activities on the 360° file.
ERP documents
Invoices, stock, and payments referencing the same customer and SKU.
HR
Employee and shift data that the contact-center roster can read.
Import / export
Controlled load from Excel or a legacy CRM, and exports limited by role.
Security
Access by role, audit of sensitive exports, backup and retention as agreed.
What you have after data integration is live
- A documented source of truth for customer, invoice, call, and employee
- Mapped keys so phone and WhatsApp open the same file
- API or shared-store connection — not a weekly spreadsheet
- De-duplicated import of existing lists
- Role-based access, retention, and backup
Sync protocols
How records move — live events, scheduled jobs, and conflict rules
Not every field should sync the same way. Calls and chats write as they happen. Invoices and stock follow the ERP master. Third-party CRMs are updated through an API with retries — not a Friday spreadsheet.
01
Classify the traffic
Each field is labelled live, near-live, or scheduled. A screen-pop cannot wait for a nightly job. A chart of accounts does not need to move on every keystroke.
02
Live events
Inbound ring, hang-up, wrap-up, a new WhatsApp message, and SMS delivery can fire an event into CRM in the same session. Shared Innovia products write in the same transaction. External systems receive a signed HTTPS webhook or an API call.
03
Scheduled sync
Vtiger or another existing CRM, ERP balances, and report aggregates run on an agreed cadence — typically minutes or nightly — with a watermark so the same row is not sent twice.
04
Conflict rules
CRM wins the customer name and phone. ERP wins invoice amount, tax, and stock. Innovatel wins call duration and recording link. A silent overwrite of a posted invoice is not allowed.
05
Identity and retries
Every payload carries a stable id (call, message, invoice, contact). Failed deliveries retry with a log. Operators can see the last success and the last error without opening a vendor ticket.
06
Secure path
HTTPS only. Credentials stored on the server, not in a desktop file. Exports and bulk pulls are limited by role. Recording files are referenced, not copied into CRM as unmanaged attachments.
What each protocol is used for
CTI events
Ring, answer, hang-up — screen-pop and write-back in the same call.
Webhooks
Signed HTTPS callbacks to CRM, OTP, or the website when an event completes.
REST API
Create or update a contact, ticket, or invoice from another system, using the agreed keys.
Shared database
Innovia products on the same platform write one row; there is nothing to ‘sync’.
Scheduled jobs
Balances, de-duplication, and third-party CRM poll — with a watermark and a retry log.
SMS status
Delivery receipts pulled or pushed onto the contact timeline.
File import
First load and exceptional catch-up only — not the daily path.
Conflict policy
A written rule per field: who wins, and what is never overwritten.
What you have after sync is in production
- A field map: live, near-live, or scheduled
- Event write-back for calls and chats in the same session
- API or webhook to the CRM you already run, with retries
- Conflict rules so finance documents are not silently changed
- An operator log of last success and last error
What it includes
01
HR
Who is on which shift, in which role.
02
Inventory
Stock including devices and spare parts.
03
Accounting
Invoices that match what CRM already recorded.
04
Access
Run the business from the desk or the phone.
- Human resources
- Inventory
- Accounting
- Link to call management and CRM
Also in the catalogue
Solutions
Innovate your communication
Book a free consultation
Tell us what you already run — VOIP, contact center, channels, or CRM — and we will map the next step.