Novotex Italiana – A Custom CRM Built for a Global Technical Textiles Leader
Novotex Italiana S.p.A., part of the COIM Group, has been a force in the global technical textiles market since 1970. Today the company ranks among the sector's leading players, manufacturing and distributing polyurethane resins, additives, lacquers, pigment dispersions, and TPU Films for the coated and laminated fabrics industry — worldwide.
The Challenge
In 2016, Novotex Italiana turned to Digiway to rethink and restructure the flow of business information across its entire client and market portfolio. The project demanded a solution capable of involving every layer of the organisation — from senior management and sales teams to product managers, laboratory technicians, and internal operations staff — while respecting each team's visibility boundaries and maintaining a clear separation between the environments of different group companies.
An off-the-shelf CRM simply would not do.
The Solution
Digiway designed and delivered a fully custom CRM, built on the HCL Domino™ infrastructure already in place at Novotex — eliminating the constraints of packaged solutions and ensuring a perfect fit with the company's specific workflows and organisational structure.
The first phase focused on integrating data from the existing ERP system using Digiway Data Mover, a proprietary synchronisation tool that keeps the following datasets consistently aligned between platforms: Clients, Suppliers, Products, Invoices & Shipments, and Client Portfolios.
Around this core data layer, a suite of purpose-built modules was developed:
- Complaints Management — A trouble ticketing system for logging, tracking, and resolving client complaints end to end.
- Client Activity — Appointment and visit management, designed primarily for the sales force in the field.
- Sales Price Lists — Centralised product pricing with client-specific customisation.
- Mailing List — Creation and scheduling of personalised newsletter campaigns.
- Mail Archive — A centralised repository of all client-related email correspondence.
The Result
"With the introduction of the CRM application, we achieved our goal of centralising, streamlining, and standardising company information — its coordination and sharing — enabling more effective business management, improved customer satisfaction, stronger marketing campaigns, new client acquisition, better opportunity and market management, and an enhanced brand reputation. The CRM is the focal point of a broader process optimisation project, introducing a new and modern collaborative paradigm." — Daniele Vecchio, IT Manager, Novotex Italiana