Centralised Customer Data and 40% Faster Response Times: Sangness Medical IT
A healthcare IT company unifies three systems into one GDPR-compliant platform.
"Our customer data was spread across three different systems — CRM, support tickets and project management. No central overview, constant back-and-forth. BudiSync brought everything into one place. GDPR-compliant, on EU servers, with a self-service portal for our customers."
The Context
Sangness Medical IT provides healthcare IT solutions and technical support for medical facilities across Austria. From practices to clinics to research laboratories — the requirements are diverse and expectations are high.
The challenge: customer data was fragmented, processes were inefficient, and response times suffered as a result.
The Starting Point
Three Systems, No Central Overview
Isolated CRM data
Customer contacts and contracts in one system. Support tickets in another. Project documentation somewhere else entirely. No connection.
Support requests by email
Customers sent support requests by email. Manual tracking in Excel. No self-service. Long response times.
Unclear project status
Customers regularly asked: "Where do things stand?" No central overview. Project managers had to manually create reports.
Complex GDPR compliance
Customer data spread across three platforms. Audit trails difficult to trace. Data protection requests time-consuming.
No self-service option
Customers had to call or write for every minor matter. Invoices, contracts, documentation — everything had to be requested manually.
The result:
Average response times of 4–6 hours, frustrated customers, and a team spending more time searching for information than doing actual work.
The Solution
Central Platform with Customer Portal
BudiSync unified all customer data in a GDPR-compliant platform on EU servers and added a self-service portal for customers.
Central CRM
- All customer data in one place
- Full history visible
- Contracts, tickets and projects connected
- Team access with permissions
Ticket System
- Support requests automatically captured
- Priorities and SLAs definable
- Real-time status tracking
- Automatic notifications
Project Management
- Project status visible for customers
- Milestone tracking
- Documentation centrally available
- Automatic reports
Customer Portal
- Self-service login for every customer
- Invoices and contracts accessible at any time
- Create and track tickets independently
- View project status
GDPR Compliance
- All data on EU servers
- Audit trails automatic
- Data protection requests at the click of a button
- Encrypted storage
Document Management
- Contracts, invoices, technical docs
- Automatic versioning
- Released to customers or kept internal
- Full-text search across all documents
The Implementation
10 Weeks from Concept to Go-Live
Requirements Analysis & Concept
Process analysis, GDPR requirements defined, data migration strategy developed.
Data Migration
CRM data, old tickets and project documentation imported. Cleansing and structuring.
Portal Development
Customer portal set up, login system configured, first test customers onboarded.
Team Training & Testing
Internal training sessions, processes adjusted, customer onboarding prepared.
Rollout & Go-Live
All customers migrated to portal, old systems switched off, support phase begun.
The Results
Measurable improvements in response time and customer satisfaction
From an average of 4–6 hours to under 2.5 hours. Self-service portal reduces requests further.
CRM, support tickets and project management in one platform. No more switching between systems.
All data on EU servers. Audit trails automatic. Data protection requests in minutes instead of days.
Customers access invoices, contracts and project status at any time. Fewer support requests.
Team has all customer information at a glance. No more searching across three systems.
"We can finally see ourselves where our project stands. No more waiting for simple requests." — Customer feedback
"The platform has fundamentally changed the way we work. Not only internally, but also in how we communicate with customers. Transparency, speed and data protection — all solved at once."
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