{"id":3340,"date":"2026-05-29T10:29:37","date_gmt":"2026-05-29T08:29:37","guid":{"rendered":"https:\/\/www.wesellbrain.com\/?p=3340"},"modified":"2026-05-29T10:29:37","modified_gmt":"2026-05-29T08:29:37","slug":"donatoni-case-study-crm-mobile-app-and-customer-portal-for-sales-after-sales-digital-transformation","status":"publish","type":"post","link":"https:\/\/www.wesellbrain.com\/en\/donatoni-case-study-crm-mobile-app-and-customer-portal-for-sales-after-sales-digital-transformation\/","title":{"rendered":"Donatoni case study: CRM, mobile app and customer portal for sales &#038; after-sales digital transformation"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong><strong>An integrated digital ecosystem for quote management, machine configuration and technical service operations<\/strong><\/strong><\/h3>\n\n<p><a href=\"https:\/\/www.donatonigroup.com\/\">Donatoni Macchine<\/a> is a leading manufacturer of machines for <strong>cutting and finishing stone, marble, granite and concrete.<\/strong> Over the last few years, the company has experienced rapid growth and international expansion, <strong>surpassing 100 employees<\/strong> and strengthening its presence across <strong>global markets.<\/strong><\/p>\n\n<p>Our <strong>collaboration with Donatoni began in 2018<\/strong> with a focused objective: <strong>improving the quotation process.<\/strong> Over time, the initiative evolved into a comprehensive <strong>digital transformation<\/strong> project i<strong>nvolving sales, after-sales service, administration and supply chain operations.<\/strong> <\/p>\n\n<p>A key factor behind the project\u2019s success was Donatoni\u2019s strong commitment to digital innovation. From the beginning, <strong>the company actively involved operational teams, managers and internal stakeholders, enabling continuous collaboration<\/strong> and the gradual evolution of the platform into a fully integrated business ecosystem. <\/p>\n\n<h3 class=\"wp-block-heading has-custom-color-4-color has-text-color has-link-color popmake-3103 wp-elements-1b074e41d66314c759d177fcbe174d44\"><strong>THE CHALLENGE<\/strong><\/h3>\n\n<p>Before the project started, Donatoni had no CRM system in place, and the existing digital infrastructure was no longer able to support the company\u2019s growth.<\/p>\n\n<p>Several business areas were affected by inefficient and disconnected processes: <\/p>\n\n<ul class=\"wp-block-list\">\n<li>Sales and quotation process: quotations were created in Word documents, price lists were managed through Excel spreadsheets. This approach increased the risk of errors, made standardization difficult and complicated the management of multiple quotations for the same customer. <\/li>\n\n\n\n<li><strong>Lack of CRM<\/strong>: customer informations were scattered across different files and disconnected systems, the lack of traceability reduced visibility into the sales pipeline and customer interactions<\/li>\n\n\n\n<li><strong>Quotation<\/strong>: technical errors, risk of combining incompatible machine components.<\/li>\n\n\n\n<li>After-sales: technical interventions and maintenance scheduling managed with Excel, no structured ticketing system, lack of centralized service management.<\/li>\n\n\n\n<li>Travel expenses: and administrative process: paper-based expense reports, slow workflows involving administration and HR departments.<\/li>\n\n\n\n<li><strong>Supplier management<\/strong>: limited visibility into purchase orders and delivery timelines, risk of delays and operational errors, no centralized access to technical documentation.<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading has-custom-color-4-color has-text-color has-link-color wp-elements-7558c71b215271e02a4e48c34baff631\"><strong>THE SOLUTION: A FULLY INTEGRATED DIGITAL ECOSYSTEM<\/strong><\/h3>\n\n<p>The project started with the implementation of a <strong>centralized CRM system, including company and contact data migration and the first commercial workflows.<\/strong> It rapidly evolved into a complete digital platform supporting multiple business functions. <\/p>\n\n<h4 class=\"wp-block-heading\"><strong>Advanced machine quotation configurator<\/strong><\/h4>\n\n<p>The core of the transformation was the development of an <strong>advanced quotation configurator fully integrated into the CRM.<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>guided<\/strong> machine <strong>configuration<\/strong>;<\/li>\n\n\n\n<li><strong>automatic<\/strong> compatibility <strong>checks<\/strong> between components;<\/li>\n\n\n\n<li>automated <strong>generation<\/strong> of complex <strong>quotations<\/strong>. <\/li>\n<\/ul>\n\n<p>The result was the ability to generate professional PDF quotations of up to 50 pages, including <strong>technical descriptions, images, multilingual content.<\/strong> <\/p>\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"900\" src=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Configuratore-preventivi-1-1600x900.png\" alt=\"Quotation configurator\" class=\"wp-image-3330\" srcset=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Configuratore-preventivi-1-1600x900.png 1600w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Configuratore-preventivi-1-300x169.png 300w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Configuratore-preventivi-1-768x432.png 768w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Configuratore-preventivi-1-1536x864.png 1536w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Configuratore-preventivi-1.png 1920w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/figure>\n\n<h4 class=\"wp-block-heading\"><strong>Customer, dealer and supplier portal<\/strong><\/h4>\n\n<p>Alongside the CRM, a fully integrated supplier and customer portal was developed.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>CRM functionalities accessible externally;<\/li>\n\n\n\n<li>dedicated access for customers, dealers and suppliers;<\/li>\n\n\n\n<li>real-time order tracking and delivery timeline visibility;<\/li>\n\n\n\n<li>download area for updated technical drawings and documentation.<\/li>\n<\/ul>\n\n<p>The portal <strong>improved collaboration across the supply chain<\/strong> while reducing delays and communication errors.<\/p>\n\n<h4 class=\"wp-block-heading\"><strong>Digitalization of after-sales service operations<\/strong><\/h4>\n\n<p>The next phase focused on redesigning and digitalizing the entire technical support and after-sales process.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>structured <strong>ticketing<\/strong> <strong>system<\/strong>;<\/li>\n\n\n\n<li><strong>centralized management of all technical<\/strong> service interventions;<\/li>\n\n\n\n<li>drag-and-drop calendar <strong>scheduler<\/strong> with advanced planning capabilities for individual technicians\u2019 activities;<\/li>\n\n\n\n<li><strong>real-time visibility<\/strong> of all scheduled tasks.<\/li>\n<\/ul>\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"900\" src=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Schedulatore-1600x900.png\" alt=\"Calendar schedular\" class=\"wp-image-3333\" srcset=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Schedulatore-1600x900.png 1600w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Schedulatore-300x169.png 300w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Schedulatore-768x432.png 768w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Schedulatore-1536x864.png 1536w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Schedulatore.png 1920w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/figure>\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"900\" src=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Intervento-1600x900.png\" alt=\"Technician's activity\" class=\"wp-image-3335\" srcset=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Intervento-1600x900.png 1600w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Intervento-300x169.png 300w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Intervento-768x432.png 768w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Intervento-1536x864.png 1536w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/Intervento.png 1920w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/figure>\n\n<h4 class=\"wp-block-heading\"><strong>Mobile app for field technicians<\/strong><\/h4>\n\n<p>One of the project\u2019s key components was the development of a mobile app <strong>designed as a mobile extension of the CRM platform.<\/strong><\/p>\n\n<p>The app allows field technicians to:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>view scheduled interventions;<\/li>\n\n\n\n<li>access machine data and manuals;<\/li>\n\n\n\n<li>upload reports, images and attachments and submit travel expenses;<\/li>\n\n\n\n<li>geolocate machines and activities.<\/li>\n<\/ul>\n\n<p><strong>This brought the entire service management system directly into the field, improving efficiency and data accuracy.<\/strong><\/p>\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"900\" src=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/App-1600x900.png\" alt=\"Technicians app\" class=\"wp-image-3337\" srcset=\"https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/App-1600x900.png 1600w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/App-300x169.png 300w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/App-768x432.png 768w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/App-1536x864.png 1536w, https:\/\/www.wesellbrain.com\/wp-content\/uploads\/2026\/05\/App.png 1920w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/figure>\n\n<h4 class=\"wp-block-heading\"><strong>Automated expense management <\/strong><\/h4>\n\n<p>Paper-based expense reporting was completely eliminated. Through the <strong>mobile app<\/strong>, technicians can submit expenses directly into the CRM, enabling faster approval workflows, reduced administrative workload, automatic integration with payroll systems and improved traceability and compliance.<\/p>\n\n<h4 class=\"wp-block-heading\"><strong>Business Process Automation (BPM)<\/strong><\/h4>\n\n<p>The project was completed with the implementation of <strong>over 100 automated BPM workflows <\/strong>internally designed to streamline and automate business operations across departments.<\/p>\n\n<h4 class=\"wp-block-heading\"><strong>International rollout<\/strong><\/h4>\n\n<p>The CRM ecosystem was progressively extended to Donatoni\u2019s international branches in <strong>USA, Germany, Spain and France.<\/strong><\/p>\n\n<h3 class=\"wp-block-heading has-custom-color-4-color has-text-color has-link-color wp-elements-dc8a7a72f08a4203dc2dbd11017ba1e4\"><strong>RESULTS: EFFICIENCY, CONTROL AND SCALABILITY<\/strong><\/h3>\n\n<p>The project delivered a significant operational transformation and supported Donatoni\u2019s expansion strategy.<\/p>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-custom-color-2-color has-text-color has-link-color wp-elements-43e9b0d441e3b68fc4db3b721f22fe2f\">\u2714 <strong>Faster and more reliable sales process<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Standardized quotations without errors.<\/p>\n<\/div>\n<\/div>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-custom-color-2-color has-text-color has-link-color wp-elements-cc54a525e9c1de38bf892db44167dc4c\">\u2714 <strong>Reduced technical errors<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Automatic validation of machine configurations and combinations.<\/p>\n<\/div>\n<\/div>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-custom-color-2-color has-text-color has-link-color wp-elements-2a0e88d0a3f8558cd81a544e44bebf45\">\u2714 <strong>Structured after-sales management<strong><strong><strong><br\/><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Centralized technical support and optimized technician scheduling.<br\/><br\/><\/p>\n<\/div>\n<\/div>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-custom-color-2-color has-text-color has-link-color wp-elements-fabe1b00c4689933ba9af07d3ccde0b6\">\u2714 Administrative efficiency<strong><strong><strong><strong><br\/><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Faster and traceable workflows, integration with HR and payroll systems.<\/p>\n<\/div>\n<\/div>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-custom-color-2-color has-text-color has-link-color wp-elements-b0c64eb2b9f6b5db4f101adaa1d742b4\">\u2714 <strong>Better supplier collaboration<strong><strong><strong><br\/><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Greater transparency across the supply chain and fewer delays and communication issues; immediate access to technical documentation.<\/p>\n<\/div>\n<\/div>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-custom-color-2-color has-text-color has-link-color wp-elements-5742a8767be3e6db1516f5f8f64c68b8\">\u2714 <strong>International scalability<strong><strong><strong><strong><strong><strong><br\/><\/strong><br\/><\/strong><\/strong><br\/><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p> Replicable CRM and service model across multiple countries.<\/p>\n<\/div>\n<\/div>\n\n<h3 class=\"wp-block-heading has-custom-color-4-color has-text-color has-link-color wp-elements-2c989b7fbc376b8cfa489bf1f22db9db\"><strong>CONCLUSION<\/strong><\/h3>\n\n<p>The Donatoni project represents a <strong>complete and progressive digital transformation journey.<\/strong><br\/>What started as a quotation management improvement initiative evolved into a fully integrated digital ecosystem supporting:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>sales,<\/li>\n\n\n\n<li>after-sales,<\/li>\n\n\n\n<li>technical assistance,<\/li>\n\n\n\n<li>supply chain,<\/li>\n\n\n\n<li>administrative workflows.<\/li>\n<\/ul>\n\n<p>This case study demonstrates how a CRM platform, supported by a clear digital vision and strong internal leadership, can become the operational core of a manufacturing company and a key driver for international growth and scalability.<\/p>\n\n<h3 class=\"wp-block-heading\"><strong>Do you want to digitalize your company? Let&#8217;s talk. <\/strong><\/h3>\n\n<p><strong><a href=\"https:\/\/www.wesellbrain.com\/en\/contact\/\" type=\"page\" id=\"1399\">Get in touch<\/a> with us for a personalized consultation.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>An integrated digital ecosystem for quote management, machine configuration and technical service operations Donatoni Macchine is a leading manufacturer of machines for cutting and finishing stone, marble, granite and concrete. Over the last few years, the company has experienced rapid growth and international expansion, surpassing 100 employees and strengthening its presence across global markets. 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