XCRM is XSTRA’s Professional Services Automation (PSA) tool developed on the CIOCTO platform

CIOCTO is a multi-tenant cloud-based management platform and control plane that delivers tools and business intelligence to manage complex IT & Communications environments

Key Features of CIOCTO include:

  • Web-Based User Interface
  • Data Lake for Reporting and Billing Data
  • Vendor Bill Transformation services
  • Plugins for Brave browser and Chrome browser for amongst other things – Single Sign-On (SSO)
  • Two-Way Directory Sync for:
    • Microsoft ActiveDirectory
    • Microsoft AzureAD
  • Vendor API integrations for multiple vendors including:
    • IngramMicro
    • Microsoft AzureAD
    • Microsoft Office 365
    • DNSMadeEasy
  • Client Portals
  • Client Dashboards and Business Intelligence
  • Artificial Intelligence (AI)
  • Restful API for:
    • Clients
    • Vendors
    • 3rd Party Integrations
  • Full Product Life-Cycle Management
  • Seamless Integration with Device42 for:
    • DCIM – Data Center Infrastructure Management
    • CMDB – Change Management DataBase
  • XERO Accounting Integration
  • Multi-Currency
  • Full Multi-Level CRM system incorporating many API implementations including:
    • Company Number Lookup
    • Logo Implementation
    • Email Validation
    • Phone Number Validation and Normalization
    • Physical & Postal Address Validation and Normalization
  • Ticket Client Survey Response System including dynamic Net Promoter Score (NPS) metrics at all CRM entity levels
    • Ability to separate NPS scores from 3rd parties at fault
  • Help and Service Desk Ticket Routing
  • BPMN – Process Implementation using Smart Tickets including:
    • Participants
      • Pools
      • Lanes
    • Activities
      • Tasks
      • Sub-Processes
      • Call Activities
      • Event Sub-Processes
      • Adhoc
    • Gateways
    • Events
    • Definitions
  • Complex Task Definitions =
    • Control Sheets +
    • Procedures +
    • Checklists
  • Ticket functional automation using Smart Tabs
  • IoS and Android App incorporating:
    • XCRM login Multi-Factor Authentication (MFA)
    • Reporting
    • Ticket Management
    • User information management
    • Smart Ticket responses
  • KnowledgeBase
    • A unique approach where common content is able to be anchored outward against Client entities and separated for custom modifications to suit each Clients unique requirements, but, still trackable from the source content after separation and a side-by-side comparison against the source KB article can highlight changes
  • Products
    • Product Catalogue
      • Multiple Catalogues
      • Category Tree Per Catalogue
      • Serial Number Tracking
    • Common Product Specification Templates
    • Warehouse Management
  • Custom Modules and Module Manager incorporating information exchange with 3rd parties using the following technologies:
    • API
    • Screen Scrape
    • Offshore Human Data Processing and Entry services

XSTRA has adopted many of the CIOCTO methodologies as shown HERE

Revision: 61
Last modified: Jul 04, 2020

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