CRM Case Study - Implementation and add-on development - UTC



Service - State Government Agency, US.

Customer Profile

Utilities and Transportation Commission (UTC) is the state government regularity commission in Washington. Protects consumers by ensuring utility and transportation services are fairly priced, available, reliable and safe. Also regulates the rates and services of private or investor-owned utility and transportation companies


  • Microsoft Dynamics CRM as centralized application to handle complete data and process under one roof
  • Automated document serving process through MSCRM
  • Interface to integrate MSCRM with the existing systems
  • Integration with productivity tools like Lotus Note, Microsoft Office and SSRS

Technology Used

  • Microsoft Dynamics CRM 4.0 (MSCRM)
  • MSCRM - SDK. Data migration Manager
  • .NET Framework 3.5 – ASP.NET, C#, Web Service
  • JavaScript, XML
  • SQL Server 2008
  • SQL reporting Services


UTC selected Congruent as its partner to implement Microsoft Dynamics CRM including requirement gathering, analysis, design, installation & configuration, customization, add-on development, reports design and data migration


Customer Situation

  • Business data stored in multiple and disparate systems
  • Demand for an enterprise level scalable application
  • Handle and automate core business process – serving documents to parties
  • Need of integrated business transactions/process between the departments

Congruent's Solution

  • Implemented Microsoft Dynamics CRM as centralized application to handle complete data and process under one roof
  • Customized MSCRM to hold process and data from different system
  • Automated document serving process by extending MSCRM through custom add-in
  • Developed interface to integrate MSCRM with the existing system

Congruent's Key Challenges

  • Migrating process from different systems and consolidating them under one application
  • Building a custom process inside MSCRM within the supported customization scope
  • Developing an interface for the systems of different platform
  • Building a custom data migration tool to migrate data from different systems
Contact us to know more about our CRM Services