Building a CRM Backbone for a Multi-Entity Logistics Leader
RTT Logistics Group is a leading multi-channel distribution provider in Southern Africa across fashion, pharmaceutical, warehousing, and direct-to-consumer sectors. With five subsidiaries serving distinct markets, each with unique workflows and compliance requirements, RTT needed a centralized CRM solution that could support shared customers while respecting division-specific processes.
Challenge: Disconnected Systems in a Complex Organization
RTT's organizational complexity created significant obstacles. Each company operated in different industries with distinct compliance needs and workflows. Customer records were fragmented, with shared clients managed in isolation, creating duplicated data and incomplete profiles. Teams lacked tools for cross-division collaboration, and commercial CRM solutions couldn't provide the multi-tenancy, customizable pipelines, and granular access control required—particularly for regulated sectors like pharmaceuticals.
Solution: A Unified Yet Customizable CRM Platform
Resonancy delivered a bespoke, low-code CRM platform tailored to RTT's hybrid needs. The six-month Agile implementation included discovery, design sprints, platform build, and progressive rollout, with stakeholders from all five companies participating in co-design workshops.
The platform featured multi-tenant architecture with tailored interfaces for each division linked to a shared database. Custom sales pipelines allowed each company to manage unique client journeys while maintaining connections. Granular access control ensured compliance and usability, while mobile-friendly dashboards provided real-time insights. Advanced features included integrated BI dashboards, smart form logic, automated document workflows, and seamless lead transfers between divisions.
Our experience with Resonancy* has always been one of professionalism and tangible results. It has without a doubt improved our employee engagement scores.
Outcomes: Agility, Efficiency, and a Shared Source of Truth
The platform transformed RTT's operations by enabling smooth inter-company handovers without losing context. Automated workflows accelerated onboarding, while activity tracking enhanced accountability. Most importantly, RTT now operates from a unified customer view—a single source of truth improving decision-making and service consistency.
This bespoke CRM enabled RTT to scale with clarity, operate securely across industries, and deliver a more cohesive experience for both internal teams and external clients.
*Implemented by MRM
