Offshore CRM Support for a Training and Event Services Customer

We supported 3cubed with CRM development and backend support for a customer managing training inquiries, prospect follow-ups, event service requests, and customer relationships

CRM Support | Workflow Support | Prospect Management | Reporting

About Project

As a CRM solution provider, 3cubed needed offshore technical support to strengthen CRM delivery for one of its customers in the training and event services sector. The requirement was to support CRM-related backend activities to support different inquiry types, customer interactions, and activity tracking in a structured way.

Soluzione supported 3cubed as an offshore CRM development and support partner, helping to extend delivery capacity while allowing 3cubed to manage customer relationships and overall solution direction.

Industry:IT / CRM Consulting
Location:Australia
Services: Offshore CRM Support, CRM Customization, Prospect Management Support, Workflow Support, Reporting Support, Backend Development Assistance
Technology: CRM Platform Support, Microsoft CRM Ecosystem, Workflow Configuration, Reporting, Data Management

About Client

3cubed is an Australia-based CRM consulting and implementation company helping businesses improve marketing, lead generation, prospect management, and customer service through CRM technology. The company works with customer relationship solutions such as GoldMine CRM and Microsoft Dynamics, and has been deploying CRM solutions for businesses across Australia and New Zealand since 2003.

For this engagement, 3cubed required dependable offshore technical support for one of its customers operating in the training and event services space. Soluzione’s role was to support backend CRM development and configuration activities while 3cubed continued to lead the client-facing relationship.

Challenges Addressed by Soluzione

Multiple Service Lines to Manage: The end customer had different operational areas, including training inquiries, workplace or group training requests, course-related communication, and event service inquiries.
Need for Better Prospect Tracking: Inquiries from individuals, workplaces, groups, and event organizers need to be tracked properly so that follow-ups are not missed.
Customer and Contact Data Management: The customer needed a more structured way to manage contacts, organizations, course interests, service requirements, and communication history.
Manual Follow-Up Risk: Without proper CRM workflows and activity tracking, teams could face delays in responding to inquiries, scheduling follow-ups, or moving prospects through the process.
Different Inquiry Types: Training inquiries could vary by course type, delivery style, location, and group size, while event inquiries required separate tracking for service scope, event details, and follow-up actions.
Reporting and Visibility Needs: The customer needed better visibility into inquiry status, prospect activity, service demand, and operational follow-ups.
Partner-Led Delivery Model: Since Soluzione was supporting 3cubed behind the scenes, the engagement required clear coordination, flexible support, and alignment with 3cubed’s delivery approach.

Impact Delivered Through Offshore CRM Support

Soluzione helped 3cubed strengthen CRM delivery for the customer by providing offshore support across CRM customization, workflow support, data structuring, and reporting-related activities. Key solution areas included:

CRM Customization Support
Soluzione supported CRM configuration and customization to better structure customer records, organizational details, inquiry categories, service interests, and activity history.
Prospect andInquiry Management Support
The CRM setup supported better tracking of inquiries from individuals, workplaces, groups, and event organizers. This helped make the customer journey easier to monitor from first contact to follow-up.
TrainingInquiry Process Support
CRM fields and process areas were supported to capture key training-related details such as course interest, group or workplace requirements, preferred training format, location, and follow-up needs.
Event Service Request Support
Soluzione helped structure the CRM around event-related inquiries, allowing service requests and follow-up actions to be managed more clearly.
Workflow and Activity Support
CRM workflows and activity tracking were supported to help reduce manual follow-up gaps, create reminders, manage tasks, and improve process consistency.
Reporting Support
Soluzione supported reporting and data visibility so that inquiry status, customer activity, follow-ups, and service demand could be reviewed more easily.
Data Management Support
The engagement helped improve how customer and prospect information could be organized, updated, and used within the CRM environment.
Offshore Delivery Collaboration
Soluzione worked as an offshore extension of 3cubed’s delivery capability, supporting technical execution while 3cubed maintained customer ownership and solution leadership.

Key Outcomes

3cubed gained dependable offshore CRM support for a customer requirement in the training and event services sector.
The customer’s inquiry and prospect management process received stronger CRM support across training, workplace, group, and event-related interactions.
CRM customization helped structure customer records, service categories, inquiry details, and communication history more clearly.
Workflow and activity support helped reduce the risk of missed follow-ups and improved process consistency.
Reporting support improved visibility into inquiries, customer interactions, and follow-up activity.
Soluzione helped 3cubed manage backend technical requirements without adding pressure to its internal delivery team.
The engagement supported a partner-led delivery model where Soluzione worked behind the scenes while 3cubed maintained the customer relationship.
The project reinforced Soluzione’s ability to support CRM consulting partners through offshore development, configuration, workflow, reporting, and data management assistance.

Key Takeaways

This case study shows how Soluzione can support CRM consulting partners by providing reliable offshore technical capabilities to meet customer-specific requirements. For businesses like 3cubed, offshore support can help manage development and configuration needs without stretching internal resources or affecting client-facing delivery.

The end customer’s operations included various inquiries, service requests, follow-ups, and customer interactions. Soluzione helped support the CRM backend, so these processes could be managed in a more structured and trackable way.

For CRM solution providers, this type of partnership is useful when customers need practical CRM improvements, workflow support, reporting visibility, and ongoing technical execution. Soluzione’s role was to strengthen the backend delivery while staying aligned with 3cubed’s process, customer relationship, and solution direction.

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