CRM & Call Center Integration for ODA – Moldova’s National Entrepreneurship Agency

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.

1. Beneficiary & Organization Management

• Registration and profiling of SMEs, entrepreneurs, consultants

• KYC and eligibility checks

• Full history of applications, support interactions, and documents

2. Grant & Program Workflow Automation

• Online applications with file upload and dynamic validation

• Workflow routing for internal reviewers and external evaluators

• Stage-based evaluation, scoring, and decision registration

3. Document & Compliance Management

• Integration with MSign for electronic signatures

• Secure document versioning and access control

• Centralized archive with search and metadata filtering

4. Monitoring & Evaluation

• Milestone tracking for funded projects

• Upload of progress reports and on-site visit logs

• Alerts and escalation for overdue or non-compliant cases

5. Call Center Integration

• Caller ID recognition linked to CRM profiles

• Pop-up of case history and status during calls

• Call logging with outcomes, topics, and actions

• Routing of inquiries or complaints to responsible departments

• Live dashboard for agent status and ticket statistics

6. Communications & Notifications

• SMS/email automation for key application milestones

• Scheduled reminders for beneficiaries to submit reports

• Templates for mass communication during public program launches

7. Analytics & Reporting

• Real-time KPIs by program, sector, and geography

• Export-ready reports for government and international donors

• Dashboards for executive, operational, and programmatic monitoring

1. Discovery & Design

   • Workshops with ODA teams across programs and regions

   • Analysis of current manual tools and legacy records

2. MVP Development

   • Launched for the Startup and Women Entrepreneurship Funds

   • Enabled external portal for applicants and internal portal for staff

3. Call Center Enablement

   • Call script templates and real-time ticketing integration

   • Operator training and CRM-guided support

4. Training & Rollout

   • Departmental onboarding sessions

   • Video tutorials and help center articles

5. Go-Live & Support

   • Staged rollout with feedback loops

   • Continuous support and system refinements

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

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.