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Custom CRM Platform / Customer Onboarding / Support & Ticketing / Reporting & Dashboards / UX/UI Design
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01
General

GAP Vassilopoulos Group operates across multiple service areas in Cyprus, including payment solutions (via its Vpayments brand), international money transfers (Western Union), and courier services (UPS local operations). Because these service lines involve high volumes of customers, follow-ups, and support requests, the team needed one reliable system to manage the full customer journey end-to-end, without relying on disconnected tools or manual tracking.

02
Objectives

The primary objectives were:

  • Replace fragmented CRM processes with one modern platform used across teams.
  •  Standardise onboarding workflows so customers don’t get “lost” between sales, documentation, activation, and support.
  •  Give staff clear visibility of what’s next: pending actions, ownership, and timelines.
  •  Improve support operations with proper ticket tracking, prioritisation, and escalation.
  • Provide management reporting so the business can see performance clearly across departments and services.
03
The Challenge

Key challenges included:

  • Different business units had different workflows and data requirements, but the experience still had to feel unified for internal users.
  • A lot of customer management was happening through spreadsheets, email chains, and ad-hoc follow-ups — which increases delays and mistakes as volume grows.
  • Support requests coming in from multiple channels made it hard to track who owns what, what’s pending, and what has been resolved.
  •  The platform needed to be simple enough for everyday use, but structured enough to enforce consistency and accountability.
04
The Solution
We designed and delivered a central CRM platform that works as a daily operational hub. The system was organised into clear areas (customer records, workflows, support tickets, reporting, and administration), so each team sees what they need without clutter.

Key improvements included:

  • A single customer profile that keeps history and status in one place.
  •  Clear pipeline-style tracking for onboarding and follow-ups.
  •  A structured support process (ticket creation, assignment, escalation, and progress tracking).
  • Notifications and reminders to reduce missed actions and help teams stay on top of deadlines.
  •  Role-based access so sensitive actions and data are controlled properly.
  • Dashboards and exports for management visibility and operational reporting.
05
The Result

The new platform reduced dependence on spreadsheets and scattered communication, and created one consistent way to manage customers across services. Teams gained clearer ownership and faster follow-ups, while management gained better visibility into activity, workload, and outcomes. Most importantly, the system created a scalable foundation that the group can build on as workflows evolve and service demand grows.

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