The Problem:

The logistics company was facing significant internal and external challenges:

Operational Challenges:

Fleet Tracking Chaos: Vehicles were managed manually via spreadsheets and mobile calls.

Order Mismatches: Warehouse inventory updates were not synced with delivery orders.

Missed Deadlines: Delivery schedules were often disrupted by miscommunication or overbooking.

Customer Service Issues:

No Unified CRM: Sales and service teams had no shared customer history or real-time data.

Inaccurate Billing: Manual invoice generation led to delays and disputes with clients.

Lack of Visibility: Management could not track customer complaints or resolution timelines.

The end result?
A 24% drop in customer retention, frequent SLA violations, and a revenue leakage estimated at over AED 3 million annually.

The Solution:

Mahad IT recommended a cloud-based ERP & CRM suite tailored to logistics operations. Instead of off-the-shelf products, we built a custom solution that addressed each layer of their business.

Core Modules Delivered:

Fleet Management ERP:
Real-time GPS tracking, trip logging, vehicle service alerts, and fuel consumption reports.

Warehouse & Inventory ERP:
Automated stock updates, barcode scanning, dynamic reordering, and route-aware dispatching.

Custom CRM System:
Tracks sales leads, customer tickets, service history, feedback, and recurring order patterns.

Billing & Finance Automation:
Auto-generated invoices linked with delivery proof and inventory status.

Manager Dashboard & Alerts:
Daily insights on delivery delays, complaints, fuel overspend, and overdue invoices.

 

Implementation:

The ERP-CRM rollout was completed in four stages over 10 weeks.

Phase 1: Business Mapping & Audit

We conducted in-person workshops with fleet managers, dispatchers, and the finance team to identify workflow gaps. Based on this, we built custom user journeys and permission layers.

Phase 2: System Architecture & Development

Using .NET and Angular, our team developed the ERP-CRM suite with a mobile-friendly UI. We hosted the application on Azure for security and scalability.

Phase 3: Training & Migration

All historical delivery records, inventory levels, and client invoices were migrated from legacy tools. Over 50 staff members were trained using hands-on simulations.

Phase 4: Launch & Optimization

Soft launch began in the UAE branches before full deployment in Qatar. Based on feedback, we added new features like delivery exception alerts and customer feedback scoring.

Results:

The transformation was dramatic—and measurable.

85% Faster Billing Cycle: Auto-generated invoices eliminated end-of-month backlog. 50% Reduction in SLA Breaches: Real-time vehicle tracking and alerts improved on-time delivery. 22% Higher Client Retention: Customer feedback tools and proactive alerts built trust. Daily Ops Report in 5 Minutes (Previously 2 Hours): Managers gained instant control of key metrics. Saved Over AED 2 Million in First Year Alone: Through better fuel usage tracking, fewer returns, and smarter inventory management.

Client Testimonial:

“Mahad IT took our disorganized operations and built a system that actually makes sense for logistics. Our delivery guys now have apps, our managers get live dashboards, and billing errors are gone. It's like going from the stone age to the space age in 3 months.”
— Ahmed Bin Sultan, Operations Director

Why It Matters:

This case study proves that modern ERP & CRM solutions are not just for large manufacturing firms—they are a game-changer for fleet-heavy logistics companies operating in complex environments like the GCC.

By tailoring each feature to match the workflow of drivers, warehouse teams, and customer service agents, Mahad IT delivered a product that felt native to the client’s way of doing business—while also setting them up for scalable growth.

Technology Stack Used:

Frontend: Angular

Backend: ASP .NET

Database: Microsoft SQL Server

Hosting: Microsoft Azure

Integrations: Twilio (SMS updates), Zoho (optional sync for CRM), Google Maps API (fleet tracking)

Looking Ahead:

They are now working with Mahad IT to develop a client portal that allows customers to log in, view order status, raise support tickets, and download invoices.  This further enhances transparency and self-service in a traditionally offline industry.