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iTS Case Study
iTS is Europe's largest PaperCut Authorised Solution Centre. It supplies print management software and hardware, including PaperCut, Umango, ELATEC readers and Princity, to resellers and organisations across Europe, North America and North Africa. Over the last two years wildesoft.net has continued to develop the systems that connect iTS's reseller portal, webCRM, Xero and Freshdesk. In that time it has closed more than 170 issues and delivered 70+ new features, across about 65,000 lines of code it maintains for iTS.
The Business Problem
iTS sells through several operating companies, and each one has its own currency, tax rules and language. The portal itself works in seven languages. Pricing is detailed: perpetual, subscription and cloud editions, card readers, installation services, maintenance and partner discounts, all of which change every year. Resellers need to produce accurate quotes themselves, and finance needs every order to arrive in the right Xero company with the right tax treatment.
Some processes still needed manual work: Princity invoices were matched back to the CRM by hand, hardware pricing was kept in several separate lists, and errors were hard to spot.
The Solution
Yearly pricing in the reseller portal. wildesoft.net delivered the 2025 and 2026 price books for PaperCut MF perpetual, MF subscription and Hive. These included maintenance renewal quotes, cloud document processing and OCR options, and the new Umango Cloud product. Hardware moved onto a single recommended retail price list, with each reseller's discount applied automatically.
Accounts and billing. The Xero integration now uses the right tax codes and VAT numbers for iTS Europe, and it raises purchase orders for more product lines. Princity billing now builds orders in webCRM and keeps them up to date from Xero through webhooks. Staff are emailed whenever an API call fails.
Sales and support automation. Maintenance and subscription renewal leads are created automatically, carrying over their history and the right account owners. Emails sent from the CRM now open Freshdesk tickets, and a daily job repairs any missing links between Freshdesk tickets and CRM records.
Self-service and visibility. Resellers can now set and reset their own passwords. iTS can track external portal usage and gather feature requests from inside the portal.
Foundations. In early 2025 the portal, Xero integration and background services were prepared for a cloned webCRM instance. Product-name fields were updated throughout, and the work was built on a separate branch and merged once ready. Centralised logging with error alerts, a missing-translation scanner and the removal of obsolete reports and pricing code followed.
The Result
iTS releases each year's pricing and new products through a portal its resellers already know, without a rebuild. Orders, invoices and renewals flow between webCRM, Xero and Freshdesk across several companies with far less manual work. Problems show up in the logs before customers report them.
Steady, continuous development, unbroken since 2020 and with 200+ features delivered in that time, keeps a complex, multi-country operation running smoothly.
Get in touch if your CRM, accounts and support systems need to work as one.