Client Overview
ODA (Organizația pentru Dezvoltarea Antreprenoriatului) is Moldova’s national agency tasked with supporting entrepreneurship through grants, advisory services, and development programs. Under the Ministry of Economic Development and Digitalization, ODA administers various government and donor-funded initiatives aimed at SMEs, startups, and underrepresented entrepreneurs.
Project Objective
The objective was to build a centralized, modern CRM system that could:
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Manage thousands of beneficiaries and grant programs
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Provide a 360-degree view of all stakeholder interactions
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Automate application workflows, document processing, and reporting
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Integrate with a live Call Center for multichannel support
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Ensure transparency, efficiency, and traceability
Key Features & Functional Modules
1. Beneficiary & Organization Management
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Registration and profiling of SMEs, entrepreneurs, consultants
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KYC and eligibility checks
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Full history of applications, support interactions, and documents
2. Grant & Program Workflow Automation
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Online applications with file upload and dynamic validation
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Workflow routing for internal reviewers and external evaluators
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Stage-based evaluation, scoring, and decision registration
3. Document & Compliance Management
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Integration with MSign for electronic signatures
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Secure document versioning and access control
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Centralized archive with search and metadata filtering
4. Monitoring & Evaluation
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Milestone tracking for funded projects
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Upload of progress reports and on-site visit logs
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Alerts and escalation for overdue or non-compliant cases
5. Call Center Integration
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Caller ID recognition linked to CRM profiles
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Pop-up of case history and status during calls
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Call logging with outcomes, topics, and actions
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Routing of inquiries or complaints to responsible departments
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Live dashboard for agent status and ticket statistics
6. Communications & Notifications
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SMS/email automation for key application milestones
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Scheduled reminders for beneficiaries to submit reports
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Templates for mass communication during public program launches
7. Analytics & Reporting
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Real-time KPIs by program, sector, and geography
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Export-ready reports for government and international donors
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Dashboards for executive, operational, and programmatic monitoring
Technology Stack
LayerTechnology
Frontend Vue.js
Backend ASP.NET Core
Database PostgreSQL
Telephony Asterisk / SIP + CRM Softphone Integration
Authentication MPass SSO + OAuth2
Integrations MSign, MPay, MNotify, e-Gov API Suite
Hosting Moldova Government Cloud (MCloud)
Implementation Process
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Discovery & Design
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Workshops with ODA teams across programs and regions
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Analysis of current manual tools and legacy records
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MVP Development
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Launched for the Startup and Women Entrepreneurship Funds
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Enabled external portal for applicants and internal portal for staff
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Call Center Enablement
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Call script templates and real-time ticketing integration
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Operator training and CRM-guided support
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Training & Rollout
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Departmental onboarding sessions
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Video tutorials and help center articles
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Go-Live & Support
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Staged rollout with feedback loops
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Continuous support and system refinements
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Results & Benefits
Outcome Impact
3,500+ beneficiaries onboarded - Unified national beneficiary database
70% faster application processing - Automated flows and document checks
50% faster response to inquiries - Call Center & CRM integration
100% traceability of grants - Every decision is recorded and auditable
Real-time visibility for management - Dashboards and donor reports simplified
Full digital compliancee-signature and state platform integrations
Conclusion
The CRM + Call Center system implemented for ODA represents a digital transformation milestone for Moldova’s public sector. It enabled the agency to scale operations, enhance beneficiary experience, and meet modern governance and transparency standards—laying the foundation for more efficient, data-driven support of the entrepreneurial ecosystem.
