CRM and Software FAQ

Do you build custom software or sell a product? Both. Products: Omnetra BPO OS, Akontec AI Support Operations, AI eCommOps, Kontact, and vertical dashboards (TravelGo, AstroZen). Custom builds where a product does not fit. Related: 10_SaaS_Products/01_Product_Portfolio.md

How long does a CRM build take? Four to ten weeks depending on integration count. Discovery 3–7 days, design 5–10 days, build 2–8 weeks in sprints, UAT 5–10 days, deploy, then training and a 30-day warranty.

Can you migrate our existing data? Yes. Cleaning the data is a separate scope item — we can do it, but it is chargeable and we will estimate it after seeing a sample. Migrating dirty data cleanly is the single most underestimated part of any CRM project.

Do we get the source code? For custom builds, on full payment, per the contract. Our reusable frameworks and platform components remain ours, licensed to you as embedded in the deliverable.

What happens after go-live? Thirty days of warranty and hypercare with free defect fixes, then an optional AMC covering support, updates and a defined response SLA.

What are your support response times? S1 (production down) 4 hours, S2 (core function unusable) 1 working day, S3 3 working days, S4 next release — during warranty and under AMC. Related: 17_Support/03_Priority_Matrix_And_SLA.md

Can it integrate with our telephony / WhatsApp / payment gateway? Usually yes. Integrations must be listed in the SOW; anything not listed is a change request, because integrations are where timelines die.

Who hosts it? Your infrastructure or ours, your choice, stated in the Technology Baseline. Backups are configured before go-live and a restore is tested once before handover.

Can we add modules later? Yes, as a change request or a new SOW. The architecture is built assuming you will.

What if our requirements change mid-build? Requirements are frozen per sprint. Changes go into the next sprint or a change request — never into the current sprint, because that is how projects slip silently.

Do you provide training? Yes: admin training and user training, plus written documentation. Included in implementation.

We're a BPO — is Omnetra suitable for us? Omnetra BPO OS is built specifically for BPO operations: clients, campaigns, seats, rosters, agent performance, quality audits, ticketing, invoicing and payouts, with role-based access. It is the product we built because our own network needed it.