High-Volume Call Center CRM Case Study

Client Overview

Call Center Barcelona (CCB) is a prominent outsourcing call center company based in Barcelona, Spain. Headquartered at Paseo de Gracia 87, Planta 6, CCB specializes in providing 24/7 inbound and outbound call services, telemarketing, customer support, and back-office operations for national and international clients. Combining human expertise with advanced communication technologies, CCB manages high-volume interactions across multiple channels, supporting businesses in optimizing customer engagement. As a key player in the Spanish contact center industry, CCB required a robust CRM solution to streamline internal processes, agent workflows, and secure data handling.

Challenges

Solutions

Features

Results

Operational Inefficiencies in High-Volume Call Center Workflows

Call Center Barcelona (CCB) handled thousands of customer interactions daily across multiple channels. As volumes increased, manual processes and fragmented systems began impacting efficiency and service quality.

The absence of automation, real-time visibility, and strong security controls created delays and operational risk.

Manual Validation Bottlenecks

Customer submissions required manual review, slowing approvals during peak loads.

Disconnected Systems

Frontend submission portals were not seamlessly integrated with CRM workflows.

Security Gaps

Weak password policies increased the risk of unauthorized access.

Missed Notifications & Ticket Delays

Agents lacked real-time alerts for calls, tickets, and approvals.

Hills CRM: Integrated, Secure, and Intelligent Workflow Platform

CRMTiger implemented Hills CRM using vTiger CRM and a CI4-based frontend to unify customer submissions, validations, and agent workflows into a single ecosystem.

The solution combined automation, AI, and security to support CCB’s 24/7 operations.

Integrated Web & CRM Platform

Secure frontend portal directly connected to vTiger CRM.

AI-Powered Pre-Validation

Automated initial checks to reduce agent workload.

Centralized Ticket & Call Management

Unified system for notifications, ticket assignment, and tracking.

Enhanced Security Controls

Mandatory secure login and automated 90-day password expiration.

Designed for Scalability, Speed, and Security

Hills CRM delivered powerful features tailored for high-volume call center environments.

Real-Time Notifications

Instant alerts for calls, submissions, and ticket updates.

Advanced Ticket Workflow

End-to-end ticket lifecycle: creation, assignment, escalation, and closure.

Role-Based Access Control

Permissions aligned with agent and admin responsibilities.

Analytics & Reporting

Custom dashboards for agent performance and ticket metrics.

Faster Resolutions and Improved Service Quality

The Hills CRM implementation delivered measurable operational and business impact.

70–80% Automation of Initial Validation

AI reduced manual checks and agent effort significantly.

Up to 50% Faster Response Times

Improved notification and ticket workflows accelerated resolutions.

Improved Security & Compliance

Strong authentication and password policies reduced risk.

High User Satisfaction

95% satisfaction rate with reduced workload and better usability.

Project Objectives

A secure website portal for accepting submissions (e.g., coupon codes or promotional claims)
AI-powered initial validation to automate preliminary checks.
Direct integration with CRM for manual agent review and approval.
Real-time call notifications and comprehensive ticket management workflow
Robust security measures, including mandatory secure login and a 90-day password expiration policy.

Solution Implementation Summary

Business Challenges

Manual validation and approval processes causing delays
Disconnected frontend submission portals and CRM workflows
Weak password policies creating security and compliance risks
Missed real-time notifications and inefficient ticket handling
Limited scalability during high-volume submission periods

CRMTiger Approach

In-depth discovery of call center workflows and operational needs
CI4 and vTiger selection for secure submissions and CRM efficiency
AI-driven automation to reduce manual validation effort
Strong security design with role-based access and password rotation
Agile, sprint-based execution with continuous client feedback

Delivered

AI automation handling 70–80% of initial validations
Faster response times through real-time CRM notifications
Enhanced security with compliant authentication policies
Scalable platform supporting thousands of daily interactions
Actionable analytics on agents, tickets, and submissions

Implementation

Requirement analysis, UI/UX design, and CRM workflow planning
Development of secure CI4 portal with AI validation
Custom vTiger agent dashboards with real-time alerts
End-to-end ticket management with escalation and closure
Rigorous testing, phased rollout, and agent training

Customer Satisfaction

Significant reduction in agent workload through automation
Improved service efficiency and faster issue resolution
High user satisfaction driven by intuitive and secure systems
Cost savings and better operational control for management
Ongoing support ensuring long-term adoption and success

Project Timeline

Project Duration

2
Month

Tools & Technology Used

Back End

Conclusion

The Hills CRM project highlights the impact of intelligent CRM customization in the call center sector. Through collaboration with CRMTiger, Call Center Barcelona (CCB) addressed critical workflow challenges, achieving improved efficiency, security, and scalability on the vTiger and CI4 platforms. This implementation serves as a model for contact centers seeking to blend AI automation with robust manual oversight, positioning CCB for sustained growth in a competitive industry. Future expansions could incorporate deeper AI for predictive analytics, further elevating service excellence.

Eva Lui

Principal Cofounder en Call Center Barcelona

CRMTiger helped us build a secure and scalable CRM solution that significantly improved our validation workflows and ticket management. AI-driven automation, real-time notifications, and stronger security controls reduced agent workload and improved service efficiency. A powerful CRM implementation tailored for high-volume call center operations.

Call Center