Sample Business Case Implementation

The following examples show how different industries can use the CRM Module in UNICONNECT.AI™ to manage customer relationships, track activities, and improve communication.

CRM Business Case Scenarios

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1. Airline Customer Service Management

Modules: Contacts, Organizations, Tickets

Business Scenario (Standard Modules)

An airline wants to improve customer service response times and passenger satisfaction by centralizing all customer interactions in one platform.

How the Platform is Used

Contacts Module

• Stores passenger profiles including contact details.
• Maintains frequent flyer status.
• Keeps travel history and preferences.

Column Name	Field Type	Description
Contact_ID	Sequence Field	Unique identifier for the passenger
First_Name	Short Text	Passenger first name
Last_Name	Short Text	Passenger last name
Email	Email	Passenger email address
Phone_Number	Phone Number	Contact phone number
Passport_Number	Number Integer	Passport identification
Nationality	Dropdown	Passenger nationality
Frequent_Flyer_ID	Short Text	Loyalty program membership ID
Loyalty_Tier	Enum	Membership level (Silver, Gold, Platinum)
Preferred_Seat_Type	Enum	Window / Aisle / Middle
Travel_History_Count	Number Integer	Number of previous flights
Preferred_Language	Enum	Communication language
Date_of_Birth	Date	Passenger DOB
Created_Date	Date	Record creation date

Organizations Module

• Manages corporate travel partners.
• Stores travel agencies information.
• Maintains partner airline relationships.

Column Name	Field Type	Description
Organization_ID	Sequence Field	Unique identifier for the organization
Organization_Name	Short Text	Name of the company, travel agency, or partner airline
Organization_Type	Enum	Type of organization (Corporate Client, Travel Agency, Partner Airline)
Industry	Short Text	Industry category of the organization
Contact_Person	Short Text	Primary contact person for the organization
Email	Email	Organization email address
Phone_Number	Phone Number	Organization contact number
Address	Long Text	Organization address
Country	Dropdown	Country where the organization is located
Contract_Start_Date	Date	Start date of partnership or agreement
Contract_End_Date	Date	End date of partnership or agreement
Service_Level	Enum	Service agreement level (Standard, Priority, Premium)
Status	Boolean	Current status of the organization (Active, Inactive)
Created_Date	Date	Record creation date

Tickets Module Handles service requests such as:

• Flight delays
• Baggage issues
• Refund requests
• Seat change requests
• Loyalty program inquiries

Column Name	Field Type	Description
Ticket_ID	Sequence Field	Unique identifier for the ticket
Ticket_Title	Short Text	Short description of the customer issue
Ticket_Type	Enum	Type of issue (Flight Delay, Baggage Issue, Refund Request, Seat Change, Loyalty Inquiry)
Contact_ID	Relationship with Ticket Module	Passenger associated with the ticket
Organization_ID	Relationship with Organization	Related organization such as corporate client or travel agency
Flight_Number	Short Text	Flight related to the service request
Booking_Reference	Short Text	Passenger booking reference number
Priority_Level	Enum	Priority of the request (Low, Medium, High, VIP)
Status	Enum	Current ticket status (Open, In Progress, Escalated, Resolved, Closed)
Assigned_Agent	Relationship User	Support agent handling the ticket
SLA_Deadline	Date Time	Time limit for resolving the ticket according to SLA
Created_Date	Date Time	Ticket creation date and time
Updated_Date	Date Time	Last update date and time
Resolution_Notes	Long Text	Details of the solution provided
Closed_Date	Date Time	Date when the ticket was closed

What’s Next?

The table above explains the fields used in this module.
To start configuring these fields in your CRM system, proceed to the next guide.

( Configure Fields in the CRM Module)

Workflow Automation for SLA Management

Automation ensures service quality and faster response times.

Examples:

Automatic Ticket Assignment

• Tickets are automatically assigned to the correct support team based on issue category.

Priority Escalation

• VIP passengers → Immediate priority handling.
• Delayed baggage → Escalation if not resolved within 2 hours.

SLA Monitoring

• Reminder notifications when response time approaches SLA limits.
• Automatic escalation to supervisors if SLA is breached.

Customer Notifications

• Email or SMS notifications when ticket status changes.

Dashboards and Analytics

Managers can monitor:

• Average ticket resolution time
• SLA compliance rates
• Top complaint categories
• Support team performance

This helps airlines identify operational issues and improve passenger experience.

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2. Real Estate Lead Management System

Modules: Leads, Opportunities, Contacts

Business Scenario (Standard Modules + Integrations)

A real estate company wants to increase sales conversion rates by managing property leads effectively and ensuring timely follow-ups.

How the Platform is Used

Leads Module Captures potential buyers from multiple sources such as:

• Website inquiries
• Social media campaigns
• Property exhibitions
• Agent referrals

Column Name	Field Type	Description
Lead_ID	Sequence Field	Unique identifier for the lead
First_Name	Short Text	First name of the potential buyer
Last_Name	Short Text	Last name of the potential buyer
Email	Email	Lead email address
Phone_Number	Phone Number	Contact number of the lead
Lead_Source	Enum	Source of the lead (Website, Social Media, Property Exhibition, Agent Referral)
Interested_Property_Type	Enum	Type of property the lead is interested in (Apartment, House, Land, Commercial)
Budget_Range	Number	Estimated budget of the lead
Preferred_Location	Short Text	Preferred location for the property
Lead_Status	Enum	Current status of the lead (New, Contacted, Qualified, Converted, Lost)
Assigned_Agent	Relationship with User	Sales agent responsible for the lead
Follow_Up_Date	Date	Scheduled follow-up date
Notes	Long Text	Additional information or communication notes
Created_Date	Date	Record creation date

Contacts Module

• Stores qualified buyer profiles.
• Maintains customer preferences such as budget and property type.

Column Name	Field Type	Description
Contact_ID	Sequence Field	Unique identifier for the buyer profile
First_Name	Short Text	First name of the customer
Last_Name	Short Text	Last name of the customer
Email	Email	Customer email address
Phone_Number	Phone Number	Contact number of the buyer
Budget_Range	Number / Currency	Estimated budget for property purchase
Preferred_Property_Type	Enum	Property type preference (Apartment, House, Land, Commercial)
Preferred_Location	Short Text	Preferred location for the property
Buying_Purpose	Enum	Purpose of purchase (Investment, Personal Use, Rental)
Urgency_Level	Enum	Purchase urgency (Low, Medium, High, Immediate)
Assigned_Agent	Relationship with User	Sales agent responsible for the customer
Notes	Long Text	Additional preferences or discussion notes
Created_Date	Date	Record creation date

Opportunities Module Tracks the sales journey from: Property Inquiry → Negotiation → Booking → Sale Closure.

Column Name	Field Type	Description
Opportunity_ID	Sequence Field	Unique identifier for the opportunity
Opportunity_Name	Short Text	Name of the opportunity (e.g., Apartment Purchase – John Silva)
Contact_ID	Relationship with Contacts	Linked customer who is interested in the property
Lead_ID	Relationship with Leads	Source lead converted into this opportunity
Property_Name	Short Text	Name or identifier of the property
Property_Type	Enum	Type of property (Apartment, House, Land, Commercial)
Property_Location	Short Text	Location of the property
Budget	Number / Currency	Estimated budget or property value
Sales_Stage	Enum	Current stage of the sales process (Inquiry, Negotiation, Booking, Sale Closure)
Probability	Percentage	Likelihood of closing the deal
Expected_Close_Date	Date	Estimated date for completing the sale
Assigned_Agent	Relationship with User	Sales agent responsible for managing the opportunity
Notes	Long Text	Additional negotiation details or comments
Created_Date	Date	Record creation date

Workflow Automation for Lead Follow-ups

Automation ensures no lead is missed.

Examples:

Automatic Lead Assignment

• Leads are assigned to agents based on location or property type.

Lead Qualification Workflow Leads are categorized based on:

• Budget range
• Property preference
• Urgency level

Follow-up Reminders

• System schedules automatic follow-up tasks.
• Alerts are triggered if agents fail to contact leads within a defined time.

Lead Nurturing Automation

• Automated email campaigns with property recommendations.
• Notifications for newly available properties matching customer preferences.

Dashboards and Analytics

Sales managers can monitor:

• Lead sources generating the highest conversions
• Sales pipeline progress
• Agent performance
• Lead-to-sale conversion rate
• Average sales cycle duration

This enables data-driven sales strategies and improves marketing ROI.

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3. Elevator Service & Maintenance Management

Modules: Customers, Service Requests, Assets

Business Scenario (Standard Modules + Custom Modules)

An elevator service company needs to manage installations, maintenance schedules, and emergency repairs efficiently.

How the Platform is Used

Customers Module

• Manages building owners and property managers.
• Stores service contract details.

Column Name	Field Type	Description
Customer_ID	Sequence Field	Unique identifier for the customer
Customer_Name	Short Text	Name of the building owner or property management company
Contact_Person	Short Text	Primary contact person responsible for maintenance coordination
Email	Email	Customer email address
Phone_Number	Phone Number	Contact phone number
Building_Name	Short Text	Name of the building where elevators are installed
Building_Address	Long Text	Full address of the building
Customer_Type	Enum	Type of customer (Building Owner, Property Manager, Facility Management Company)
Service_Contract_ID	Short Text	Identifier for the service contract
Contract_Start_Date	Date	Start date of the service agreement
Contract_End_Date	Date	End date of the service agreement
Service_Level	Enum	Service contract type (Basic, Standard, Premium)
Number_of_Elevators	Number Integer	Total elevators maintained under the contract
Assigned_Service_Manager	Relationship with User	Responsible service manager or account manager
Notes	Long Text	Additional information or service instructions
Created_Date	Date	Record creation date

Assets Module Tracks each elevator unit including:

• Installation details
• Model and serial number
• Maintenance history
• Warranty information

Column Name	Field Type	Description
Asset_ID	Sequence Field	Unique identifier for the elevator asset
Asset_Name	Short Text	Name or identifier of the elevator unit
Customer_ID	Relationship with Customers	Building owner or property manager associated with the elevator
Building_Name	Short Text	Name of the building where the elevator is installed
Installation_Date	Date	Date when the elevator was installed
Elevator_Model	Short Text	Model name or number of the elevator
Serial_Number	Short Text	Manufacturer serial number of the elevator
Manufacturer	Short Text	Elevator manufacturer company
Warranty_Start_Date	Date	Start date of the warranty period
Warranty_End_Date	Date	End date of the warranty period
Last_Maintenance_Date	Date	Date of the most recent maintenance service
Next_Maintenance_Date	Date	Scheduled date for the next preventive maintenance
Maintenance_Status	Enum	Current maintenance status (Active, Under Maintenance, Out of Service)
Asset_Status	Enum	Operational status of the elevator (Operational, Faulty, Retired)
Notes	Long Text	Additional information about the elevator unit
Created_Date	Date	Record creation date

Service Requests Module Handles various service activities such as:

• Breakdown reports
• Routine maintenance visits
• Inspection requests
• Spare part replacements

Column Name	Field Type	Description
Service_Request_ID	Sequence Field	Unique identifier for the service request
Request_Title	Short Text	Title or short description of the service request
Customer_ID	Relationship with Customers module	Building owner or property manager who reported the request
Asset_ID	Relationship with Assets module	Elevator unit related to the service request
Request_Type	Enum	Type of request (Breakdown Report, Routine Maintenance, Inspection, Spare Part Replacement)
Priority_Level	Enum	Priority level of the request (Low, Medium, High, Critical)
Request_Status	Enum	Current status (Open, Assigned, In Progress, Completed, Closed)
Reported_Date	Date	Date when the service request was created
Scheduled_Service_Date	Date	Planned date for technician visit
Assigned_Technician	Relationship with User module	Technician assigned to handle the request
Issue_Description	Long Text	Detailed explanation of the reported issue
Resolution_Notes	Long Text	Technician notes after completing the service
Spare_Parts_Used	Short Text	Spare parts replaced during service (if any)
Completion_Date	Date	Date when the service was completed
Created_Date	Date	Record creation date

Workflow Automation for On-Time Service

Automation ensures maintenance schedules are followed and breakdowns are resolved quickly.

Examples:

Automatic Maintenance Scheduling

• Monthly or quarterly maintenance tasks are automatically generated.

Technician Assignment

• Technicians are assigned based on location and skillset.

Emergency Escalation

• If an elevator breakdown is reported, technicians receive immediate alerts.

Maintenance Reminders

• Notifications are sent before scheduled service visits.

Service Completion Workflow

• Technicians update job status through mobile devices.
• Customers automatically receive service reports after completion.

Dashboards and Analytics

Service managers can analyze:

• Number of service requests per building
• Technician response times
• Preventive vs corrective maintenance ratio
• Asset failure trends
• Contract compliance levels

This helps improve service reliability and reduce elevator downtime.