Proprietary CRM · Built in India · Made for Utilities
Know Your Customers.
Before They Even
Pick Up the Phone.
iCRM is IngrOInfo's own Customer Relationship Management platform — designed from the ground up for the
operational complexity of utilities, government organisations, and enterprises that serve
thousands of customers every day.
iCRM is wholly owned and developed by IngrOInfo — not a resold or white-labelled product.
That
means faster customisation, direct support, and full control over your data.
Utility-Domain Ready
Built by a team that has spent 15+ years inside water, electricity, gas, and wind
operations.
iCRM ships with the workflows your organisation already runs — not generic templates.
Web & Android Access
Your office team uses the full web platform. Your field staff use the Android app. One CRM,
everywhere your organisation operates.
What is iCRM
CRM That Understands Your Customers Before You Even Ask
The core promise of CRM is simple: understand what your customers need, anticipate it before they
ask, and respond consistently. For utilities and government organisations, that promise has never been
delivered
well — until now.
A CRM is only as good as the domain knowledge built into it. iCRM is the first CRM
designed
by people who have actually managed utility billing, meter data, and citizen service at scale — not by
software generalists guessing at your problems.
Centralise Every Customer Interaction
Billing queries, complaints, connection requests, and field visits — all captured in one unified
customer
record your whole team can access.
Automate the Repetitive Work
Follow-up reminders, escalation triggers, arrears notifications, and service renewal alerts — automated
so your team focuses on relationships, not admin.
Respond Proactively, Not Reactively
With complete customer history and smart alerts, your team anticipates issues before they escalate —
reducing complaints and building long-term trust.
Connects to Your Existing Systems
iCRM integrates with UBARMS billing, Arm mobile, ERP systems, email platforms, and accounting software
—
no data silos.
Platform Features
Everything Your Organisation Needs. Modular by Design.
Deploy only the modules your organisation needs today. Add more as you scale. Every feature is
customisable to your specific workflows and terminology.
01
Lead & Opportunity Management
Capture, assign, and progress every sales or service enquiry through a structured, trackable pipeline.
Multi-channel lead capture (web, email, field, phone)
Auto-assignment by territory or team
Real-time pipeline tracking
Automated follow-up reminders
Duplicate detection and data quality rules
02
Sales & Process Automation
Eliminate manual tasks and accelerate deal closure with intelligent workflow automation across your sales
cycle.
Configurable workflow triggers and actions
Quotation and proposal management
Approval workflows for enterprise deals
Revenue forecasting and performance tracking
Activity timeline — calls, meetings, emails
03
📣
Marketing & Campaign Management
Reach the right customers at the right time with targeted, data-driven communication campaigns.
Customer segmentation by account type, region, or status
Email and SMS campaign management
Automated renewal and arrears sequences
Campaign performance and open-rate analytics
Promotion and announcement management
04
Customer Support & Complaint Management
Handle high-volume service requests and complaints with full visibility, accountability, and speed.
Centralised ticket management with priority queuing
SLA monitoring and breach escalation alerts
Full 360° customer history at every agent's view
Multi-channel intake: email, phone, portal, field
Resolution time and satisfaction reporting
05
Reporting & Analytics
Real-time dashboards and customisable reports that give leadership and operations teams the data they need
to
act.
Executive dashboards with drill-down capability
Customisable reports by team, region, or account type
Sales pipeline and collection efficiency metrics
Staff performance scorecards
Audit-ready exports for compliance submissions
06
Access Control & Platform Security
Enterprise-grade security and access management designed to meet public sector and regulated industry
requirements.
Role-based access with granular permission control
Complete audit trail for every user action
Cloud and on-premise deployment options
Encrypted data storage and secure data transfer
Scalable infrastructure — grows with your organisation
Mobile Access
Your Field Team Is Never Out of the Loop
iCRM's Android application gives field officers, sales teams, and service engineers full access to customer
records, task queues, and activity logs — wherever the work takes them.
Android Application Web Platform Offline Capability Field Operations📸 Document Capture
🗂️
Full Customer Records On-Site
Field staff view complete customer history, billing status, past complaints, and service
records from their Android device — before knocking on the door.
Task & Activity Logging
Log visits, calls, and resolutions directly from the field. Data syncs instantly to the
central platform.
Location-Aware Operations
Territory-based task assignment and location-tagged activities for full field team
visibility.
Industries Served
Pre-Configured for Your Sector.
iCRM ships with workflow templates shaped by IngrOInfo's deep operational experience in utility
and
government sectors — and the flexibility to serve any enterprise.
Why Utilities Choose iCRM
Generic CRMs were not
built for organisations that manage millions of consumer accounts, complex billing cycles, and government
compliance requirements. iCRM was.
✓ Pre-built utility workflow templates
✓ UBARMS & Arm integration
✓ On-premise deployment available
✓ Audit trail and compliance-ready
✓ INR pricing, India-based support
Water, Electricity, Gas & Wind Utilities
Consumer connection requests, billing complaint resolution, arrears follow-up campaigns, meter reading
coordination, and O&M service management — all pre-configured in iCRM's utility workflows.
Local Government & Public Sector
Citizen service request tracking, inter-department workflow, and audit-ready reporting designed to meet
public sector governance standards.
IT & Software Enterprises
Client contract management, renewal pipeline tracking, and support ticket management for technology
service
organisations.
Healthcare Organisations
Patient communication management, appointment follow-up sequences, and service feedback tracking at
institutional scale.
Financial Services & NBFCs
Customer onboarding workflows, documentation tracking, and long-term relationship management for banking
and lending organisations.
Manufacturing & Distribution
Dealer and distributor relationship management, after-sales service coordination, and warranty and
complaint tracking across large networks.
FAQ
Questions Worth Asking Before You Decide
iCRM is a proprietary platform built and owned by IngrOInfo — a company with 15+ years of
utility billing and operations expertise. It ships pre-configured for utility and government workflows, so
your organisation avoids the months of costly customisation that generic CRMs require. You get domain
knowledge baked into the product itself.
Yes. iCRM includes a dedicated Android application for field staff and mobile teams. Field
officers can access full customer records, log activities, capture documents, and update task status from
their devices — all synced in real time with the central web platform.
Absolutely. IngrOInfo has a proven track record with public utilities and local government
bodies across India. iCRM is built with role-based access control, complete audit trails, and the data
handling standards required by public sector organisations. On-premise deployment is available for
organisations with strict data sovereignty requirements.
Yes — fully. Because iCRM is IngrOInfo's own proprietary platform, our development team can
customise modules, workflows, fields, reports, and user interfaces to match your organisation's exact
operational requirements. There are no third-party licensing constraints on what can be modified.
Yes. iCRM integrates natively with IngrOInfo's UBARMS billing platform and Arm Android
mobile solution, giving your team a single 360° view of every customer — billing history, meter data, CRM
interactions, and service records — without switching between systems.
Most deployments go live within 4–8 weeks, depending on the scope of customisation and the
volume of data to be migrated. IngrOInfo's implementation team manages configuration, data migration,
integration, and staff training end-to-end, so your internal team is not burdened with the technical heavy
lifting.
