Project Objectives
The goal of this engagement was to enhance SMTech’s Vtiger CRM with secure access, automation, and improved service efficiency:
- Upgrade CRM from Vtiger 7.2 to 8.0
- Implement automated SLA tracking and reporting
- Enable secure Google Single Sign-On (SSO)
- Improve ticket response visibility and accountability
- Enhance CRM usability for support teams
- Reduce manual effort and IT overhead
Project Timeline
Project Duration
- 11
- Weeks
Tools & Technology Used
Back End
Business Challenge
SLA Monitoring & Service Accountability
- Track ticket response times
- Measure SLA compliance
- Monitor service efficiency
- Generate SLA-based reports
Authentication & Security Issues
- Users had to remember separate CRM passwords
- Frequent password reset requests
- Increased IT support overhead
- Risk of weak or reused passwords
- Manual onboarding of new users
CRM Usability Limitations
- Contacts were not automatically linked to organizations
- Ticket creation showed unrelated contacts
- Technicians had difficulty identifying customer types
- Lack of visual indicators in ticket view
CRMTiger’s Approach
CRMTiger implemented a structured solution tailored to SMTech’s operational needs:
- CRM version upgrade
- SLA automation design
- Google SSO integration
- Ticket workflow optimization
- UI and usability enhancements
Solution Implementation
SLA Implementation – Ticket Response Tracking
Enables accurate measurement of how quickly support teams respond to customer tickets.
- Ticket creation time recorded
- Status movement tracked automatically
- Response time calculated by system
- SLA reports generated in CRM
Google Sign-In (SSO)
Secure and seamless login using Google authentication for Vtiger CRM users.
- OAuth-based authentication
- No CRM password required
- Authorized Google users only
- Roles and permissions unchanged
Implementation Approach
Google OAuth Setup
Integrated Google authentication with Vtiger CRM.
User Mapping
Mapped Google emails with CRM users securely.
Security Control
Preserved role-based permissions and audit logs.
UI Enhancement
Added “Sign in with Google” button.
Additional CRM Enhancements
Auto-Link Contacts
Contacts are automatically linked to organizations, improving accuracy and reducing ticket errors.
Visual Ticket Indicators
Color-coded indicators help agents instantly identify customer type and priority.
Results Achieved
| Area | Outcome |
|---|---|
| SLA Compliance | Automated & measurable |
| Security | Enhanced with Google SSO |
| User Experience | Faster login process |
| Productivity | Reduced ticket handling time |
| Data Accuracy | Correct contact–organization mapping |
| IT Overhead | Fewer password reset requests |
Conclusion
By partnering with CRMTiger, SMTech modernized its Vtiger CRM with advanced SLA tracking and secure Google authentication. The solution improved service quality, reduced administrative overhead, and positioned SMTech for scalable growth with a future-ready CRM system.
Yaron Maor
Founder at Shay Maor Computers Ltd