End-to-End Subscription and Service Lifecycle Platform in Digital Trust Services

We transformed a standard CRM into a customized operations platform that manages the end-to-end journey from application and account opening to e-signature and e-document processes, renewals, collections, and dealer commissions.

Customer Profile

The institution offers legally valid digital services such as KEP (Registered Electronic Mail), e-signature, e-invoice, e-correspondence, and electronic notification to individual and corporate customers. Sales are conducted through direct channels, business partners, and a network of financial advisors. We keep the institution’s identity confidential in this article. Through a technology partnership ongoing since 2020, we co-develop the CRM infrastructure that forms the backbone of their operations.

The Challenge

The institution’s operations are heavily integration-dependent and regulation-bound, exceeding the capabilities of an out-of-the-box standard CRM:

• Applications coming from the website, online application channels, and business partners need to be centralized and cleared of duplicate records.
• Each application needs to be tracked across multiple external systems, such as KEP account opening, certificate generation at the e-signature provider, and e-Government verification.
• Contracts, quotas (KEP and e-invoice), and renewal dates need to be meticulously managed without missing deadlines.
• Production and commission calculations for dealer and business partner sales need to be transparent and automated.
• Performance and data security must be maintained in a database accumulating millions of order lines.

The Solution Developed

Without altering the core of the CRM, we built a platform consisting of custom modules and an integration layer:

• Multi-channel application collection: Requests coming from the corporate website, online application forms, digital business partners, and Google campaigns are automatically converted into leads and opportunities via APIs. There is a separate “Merge Records Suggestions” module for duplicate records.
• Automated account opening processes: Individual and bulk (corporate/HR) KEP account openings, closings, and cancellations are managed end-to-end by scheduled jobs integrated with the service provider’s infrastructure.
• e-Signature and e-Document integrations: Certificate status inquiries are made via web services of multiple e-signature providers. The statuses of e-document, e-invoice, and e-correspondence systems are also regularly updated in the CRM.
• Public systems integration: e-Government verification periods are monitored, and overdue applications are automatically reported. Electronic notification (UETS) application statuses are retrieved from PTT (the national postal service) and recorded in operations.
• Resilient integration queue: We developed a common queue layer that prevents parallel-running integrations from processing the same record twice. Thanks to atomic locking and backoff retries, external system outages do not result in data loss.
• Contract, quota, and renewal management: KEP and e-invoice quotas are automatically loaded, and contract statuses are updated. Renewals are tracked in a separate module, and periodic reminders are sent automatically.
• Sales targets, production, and commissions: Sales targets, custom pricing, bundled product offers, collections, business partner productions, and commission entitlements are calculated and reported on a single platform. Exchange rates are automatically fetched from the Central Bank.
• Corporate security and access: Region and role-based data visibility is managed with automated security rules. Strong authentication options such as client certificate login and OTP verification for the portal are provided.
• Self-managing infrastructure: We built an operations layer consisting of dozens of scripts that automatically handle database maintenance and optimization, log and cache clearing, backup archiving, termination of long-running operations, and error tracking.
• Big data performance: We kept performance scalable for rapidly growing order data through indexing strategies and table partitioning efforts.

Results and Gains

• The process from application to active account has become end-to-end traceable through automated flows communicating with dozens of external systems.
• Sales, operations, finance, and business partner management have been unified on the same platform; commission and entitlement calculations are no longer done manually.
• Outages in external systems are compensated without requiring manual intervention, thanks to the queue and retry mechanism.
• The system largely handles its own infrastructure maintenance and error tracking.
• Through a technology partnership ongoing since 2020, the platform has become the backbone of the institution’s daily operations with over 9,000 development steps, thousands of custom files, and over 25 custom modules.