How GlobalSec Manages Thousands of Orders Every Month with eWay‑CRM

GlobalSec focuses on vehicle monitoring and guarding and related services – from hardware installation and data management to a mobile app for end users. The company operates mainly in the Czech Republic, Slovakia, and Poland, serving primarily individual customers and smaller vehicle fleets.

As the number of customers and orders grew, so did the demands on internal organization. The key tool that now keeps the entire operation running smoothly is eWay‑CRM.

When Paper and Spreadsheets Are No Longer Enough

The decision to introduce a CRM system came naturally. Order volumes were growing fast, and managing everything with scattered tools was no longer sustainable.

„Once the number of customers started growing month by month, it was clear that paper records were no longer an option,“ says Denisa Čoriová, Customer Service Manager, who has been involved in setting up the CRM from the very beginning.

The main goal wasn’t sales management. GlobalSec receives ready-made orders from external partners, so the real challenge starts after the deal is done – delivering the service, handling installations, communicating with customers, and providing long-term support.

CRM as the Backbone of Daily Operations

Today, eWay‑CRM serves as the operational core of the company. Every order enters the system as a project and moves through a clearly defined workflow from start to finish.

The project workflow currently consists of 19 steps, from order acceptance to completed installation, customer connection to internal systems, and the start of invoicing. Each step reflects a real stage in the order’s lifecycle.

Mandatory fields and logical dependencies guide users through the process. You simply can’t move forward unless everything important is filled in – which naturally prevents mistakes and missing information.
„The system basically guides you step by step. If something’s missing, you notice it immediately and know exactly what needs to be completed,“ says David Zalabák, Technical Support Manager.
 

Process Certainty Instead of Improvisation

The detailed workflow is the result of long-term fine-tuning. From the start, the team mapped out the real order process step by step and gradually adjusted the system based on everyday practice.

The result is a process that:

• unifies the work of multiple departments,
• minimizes dependence on individuals,
• significantly reduces the risk of errors even with a high volume of orders.

Every action within a project is logged, so it’s always clear who did what and when. This brings transparency into daily operations and makes it much easier to resolve exceptions or unusual situations.
 

All Customer Information in One Place

Beyond workflow management, eWay‑CRM has become a central repository of customer information. The system contains a complete history – from active contracts to cases closed years ago.

„Sometimes a customer calls us after two years, even after their contract has ended. Within seconds, we can find them and see the complete history,“

 

Denisa Čoriová,
Customer Service Manager, GlobalSec

Each project also includes all related documentation:

• orders,
• contracts,
• installation reports,
• complaint records,
• email communication.

Thanks to automatic email synchronization from Outlook, employees always have a complete overview of customer communication – without forwarding messages or searching through inboxes.

eWay‑CRM acts as a structured digital archive, where every project, document, and conversation is easy to find – even years later.

Managing High Order Volumes with Ease

GlobalSec works with a high volume of orders – often hundreds or even thousands per month. The key tools for managing this workload are advanced filters and custom views.

Each user sets up CRM views according to their role:

• customer service operators,
• installation planners,
• administrative and invoicing staff,
• company management.

A typical real-life example is technician scheduling. Operators can quickly filter customers by region, order status, or type of issue – for example, clients who missed their scheduled installation appointment. Instead of digging through thousands of records, they work only with what is relevant at that moment.

„The fact that everyone can filter exactly what they need at a given time saves us an enormous amount of time,“ summarizes Denisa Čoriová.

Collaboration Across Countries

Installations and service take place across the Czech Republic, Slovakia, and Poland. With teams and partners spread across those countries, having up‑to‑date information available at all times is essential.

Any change in a project becomes visible to the entire team shortly after synchronization. This enables fast reactions – whether it’s a technical issue, a change in installation date, or a customer inquiry over the weekend.

eWay‑CRM does not replace communication itself, but creates a shared information base the team can rely on at any time.
 

„All communication and documentation are stored in one place and instantly accessible to everyone who needs them.“

 

David Zalabák,
Technical Support Manager, GlobalSec

CRM That Truly Supports Operations

GlobalSec has been using eWay‑CRM integrated with Outlook for many years, gradually tailoring it to its own processes. Today, it’s not an extra tool on the side, but a natural part of everyday operations.

It helps the company:

• maintain clarity even with a high volume of orders,
• ensure process reliability and continuity,
• save time across teams and roles,
• build long-term, well-structured customer relationships.

And that is its greatest value – quiet but reliable support for everyday work.