Knjaz Miloš-Natura d.o.o.

Knjaz Miloš - Natura d.o.o. is a regional distributor of bottled water and beverages, operating a high-volume delivery and customer service network. To enhance internal coordination and customer experience, the company adopted Odoo ERP for managing commercial sales processes, customer relationship management, and support workflows - in parallel with existing systems.

The ERP implementation includes both web and mobile components and was tailored to meet the specific needs of field teams, back-office staff, and customer-facing personnel.

Key features developed as part of the implementation:

1. Android App for Delivery Drivers

A custom mobile application was developed to support drivers during water and beverage deliveries. Features include:

- Route and delivery planning

- Real-time order confirmation

- Item tracking and proof of delivery

- Offline-first functionality for field use

2. CRM for Sales Representatives

A customized CRM module for commercial teams to track leads, manage client relationships, and monitor the performance of sales campaigns - all integrated into Odoo’s sales pipeline and reporting tools.

3. Helpdesk & Customer Complaints

A Helpdesk module was set up to manage incoming customer complaints and service requests, enabling:

- SLA tracking

- Escalation workflows

- Assignment and resolution monitoring

- Data-driven reporting on complaint categories and resolution time

4. Sales Operations (SO) for Offers

Odoo Sales module was configured to generate and manage offers directly from the system, allowing quick quote generation, approval flows, and conversion to orders.

5. Integration with External Systems

The Odoo instance is integrated with the client’s legacy systems to ensure real-time synchronization of customer data, product catalogues, delivery statuses, and financial transactions - enabling a smooth data flow between field teams and internal departments.