System integration at First Mile

First Mile faced several interconnected challenges that required strategic solutions from Xpand IT. The first challenge was the need to integrate and embed multiple systems into their core tools, such as CRM and ERP, as each system communicated differently, often in a static way, adding complexity to routine tasks and creating dependencies on staff expertise and manual interventions. The second challenge involved enhancing Salesforce, First Mile’s CRM, to seamlessly integrate with other IT solutions, aiming to fully empower sales teams and provide an exceptional customer experience. Lastly, as First Mile’s business was initially conducted over the phone through a large call center team, many incidents occurred due to human interactions. Customers required a platform to autonomously access their details, manage requests, and handle billing and payments, necessitating a shift toward a digital solution to minimize reliance on manual support and improve service efficiency.