Case Study: CRM system testing
Our Client is a startup owning several SaaS systems, including a big CRM system written on .Net. The Client changed developers’ teams and technologies used several times. The Client faced the necessity to adjust automatic testing process.
Business challenge
The Client’s CRM system is developed on .Net. All system tests used to be carried out manually, which caused many problems including high cost of the testers’ team support and the low quality of testing resulting in missed bugs. To reduce the expenses and improve the quality it was decided to replace the internal testing team with an external one and automate the single-type testing as much as possible.
The Client faced problems with the service quality: users started to leave; the number of critical reviews was growing. It was necessary to find the reasons for the crisis and the best way out.
Our solution
Aiming to reduce expenses on manual testing, we singled out the functionality, which required manual QA, and the functionality where QA could be automated. When the test plan was brought up to date, the most crucial and the least variable functionality was automated using Selenium. Our specialists recommended and implemented Unit-testing.
In addition, we run several stress tests. We also recommended changing the approach to the product development.
We suggested introducing a version model. New versions releases were coordinated with 3-week sprints. Each version was obligatory tested by our specialists. We developed the unified plan of tests.
Results
- Our specialists found more than 5,000 bugs of various complexity.
- Number of critical bugs, which real users could find, was reduced to 0.
- Number of bugs in business functionality was reduced by 4 times.
- Bugs percentage in the layout and UI – by more than 10 times.
- Improved data integrity and increased the peak load up to 42% without the infrastructure change.
As a result, the Client managed to reduce costs on the system maintenance, increase customers’ loyalty and increase its market share.
Before:
- All tests were run manually, making testing slow, expensive, and inconsistent
- Critical bugs reached production, driving users to leave and negative reviews to mount
- Functional defects were caught only after real users reported them
- UI and layout issues were widespread and degraded the CRM’s usability
- No structured release cadence existed and peak load behavior was untested
After:
- Repetitive tests automated with Selenium, reducing manual testing overhead
- Critical bugs eliminated from production entirely, stabilizing the platform and halting churn
- Functional defects reduced by 4x through a unified test plan covering every release
- UI and layout bugs cut by more than 10x, restoring consistent interface quality across the CRM
- A 3-week sprint cadence with mandatory pre-release testing introduced; stress testing raised peak load capacity by 42% without infrastructure replacement
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