SuiteCRM integration for a logistics company
The CRM abbreviation and how it all started
This abbreviation stands for Customer Relationship Management. In this system, we can track (ideally) all aspects of working with clients – customers, contacts, opportunities, deals, contracts, documents, communication, etc.
A logistics company manager I know had tried the SuiteCRM 8 live demo and found it to be a good tool, so he approached me with an offer to help integrate this system into the company.
At that moment, I think neither he nor I really understood what this integration would look like in real life, but in the end, in my opinion, the result was a system that not only improves customer relationship management quality, but also makes daily work easier.
System design
The SuiteCRM system is modular. It consists of various modules that are interconnected. The workflow logic of our system is built around the Orders module, which is linked to the Customers module, Contacts module, Documents module, Emails module, Tasks module, and Notes module.
Orders module
All logistics orders are registered in the Orders module. In the main view, there are seven visible columns. By clicking the button next to “Bulk Action”, we can change the column order and select which columns are visible. We can sort information by any column, enable inline editing without opening records, press the Filters button, and filter information by any parameters we have configured. Each order is linked to a specific customer and contact. Documents, emails, notes, and tasks can be attached to orders.
After adding a new order, we can generate PDF documents from this information. In our case, two – an order summary and a CMR (international transport document). We can also immediately send these documents by email to the contact specified in the order. The audit function can be enabled for all fields – any changes to a field are reflected in the change log (changelog), which is easily accessible right there.
Customer web form
Since the tool is open source, we have complete freedom to integrate it as we see fit. SuiteCRM has an excellent API interface, and where the API limits us, we can work directly with the database.
The customer web form is a simple HTML form where customers can enter information, attach documents, and submit this data. It is mobile-friendly. When the customer clicks the “Submit Order” button, a new order is created from the entered information, and an email notification is sent.
The customer web form is protected with staticrypt. It is an encrypted HTML page that is decrypted directly in the web browser after entering a password, providing excellent protection in a very simple way. If the customer checks “Remember Me”, the form loads instantly without any delay.
Tracking system
In the tracking system, customers can monitor the status of their orders. The tracking system is dynamic. We can provide any customer with a unique tracking link, built from a subdomain + customer ID (visible in the URL field when opening a record in the Customers module), for example: track.bigwheels.eu/1ed4daf9-4a97-9b01-6cd6-690f444844f8
Any changes in the CRM system are immediately reflected in the tracking system. By clicking on individual records, we can also track the change history – how statuses and comments have changed.
Impressions of SuiteCRM
We see all customers and contacts in one place, create orders, generate documents, handle communication, receive information from customers directly into the system, and provide dynamic, clear information about shipment statuses.
There are many features, and since this is an open-source tool, the possibilities are practically unlimited. The user interface is convenient and modern. SuiteCRM 8 has a modern interface, while SuiteCRM 7 is less so. In this particular case, the initial integration is simple, but the tool immediately integrated well into the workflow and became a real instrument rather than another pointless Excel sheet that just needs to be filled in. The next steps could definitely include customizing the Invoices module and linking it with the Orders module.
The complexity of implementation depends on requirements, but you must expect bugs in the code and incomplete or outdated documentation. During the initial implementation phase, I tested three different SuiteCRM 8 releases before settling on the one that seemed the most stable.
SaaS vs. self-hosted
SuiteCRM is a self-hosted solution – you host it either on your own infrastructure or on a virtual private server (VPS). The biggest advantages of choosing a self-hosted solution, in my opinion, are lower long-term costs, higher data security (see this article about a data leak from a SaaS CRM), and better customizability – you work the way you want, not the way the software dictates.
The costs consist of VPS rental and development and maintenance services. A VPS for a small solution starts at around 50 euros per year, and a solid initial integration will definitely cost a few thousand euros. For comparison, a Salesforce Pro license for one user costs around 1200 euros per year, while an Unlimited license costs around 4200 euros per year. With SuiteCRM, the biggest challenge will certainly be finding a specialist who can understand business needs and deliver a solid integration.