CRM & Lead Management Platform
Timeline: 18 Months| Country: United States
Project Brief
The Franchise CRM & Deal Management Platform is a robust, web-based solution built to empower franchise businesses in USA with seamless customer relationship management, deal tracking, and automated communication. This system was developed for a leading franchise network in the beauty and wellness industry, where each franchise location required independent yet centrally managed CRM capabilities.
The client faced challenges in managing multi-location customer inquiries, ensuring timely follow-ups, and standardizing franchise-level communications. They needed a scalable solution to automate deal workflows, enable drip campaigns, and provide franchisees with tools for efficient lead conversion — all while giving administrators visibility and control over communications and Twilio number provisioning.
Our objective was to deliver a multi-tenant CRM system that simplifies deal lifecycle management, automates SMS campaigns, and ensures every location operates within a unified, yet flexible framework.
Client's Need
The client required a full-featured Production & Logistics ERP that:
- Location-Specific CRM Setup: Each franchise location required the ability to configure its own CRM, including communication rules, templates, and campaign settings.
- Automated Deal Enrollment: Seamless auto-enrollment of new leads into drip campaigns to reduce manual work and improve response rates.
- Centralized Number Provisioning: Admin-controlled process to assign Twilio numbers, ensuring compliance and efficient communication tracking.
- Flexible Deal Management: Multiple views (Kanban, Table, SMS) for franchisees to track and manage deals based on their workflows.
- Customizable Messaging: SMS templates with dynamic fields to ensure consistency while reducing repetitive typing.
- Follow-Up Automation: Intelligent scheduling of follow-ups, initial responses, and closure messages to improve engagement.
- Advanced Search & Filters: Ability to search, filter, and retain applied filters across different deal views.
- Role-Based Access Control: Differentiated access for Admins and Franchisees to safeguard sensitive communication data.
- Drip Campaign Management: Easy enrollment, unenrollment, and customization of campaigns at both franchise and deal levels.
Technologies
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React JS
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Next JS
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Node JS
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Serverless
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Lambda
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PostgreSQL
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Twilio
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REST APIs
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HubSpot
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AWS
Start now with a pre-vetted developers.
Challenges
- Fragmented Deal Management: Franchisees relied on manual tracking of leads and follow-ups, leading to delays and missed opportunities.
- Delayed Initial Response: Without automation, new leads often went unattended, reducing conversion rates.
- Limited Communication Control: Franchisees lacked the ability to standardize SMS templates and automate follow-ups.
- Admin Dependency: Number provisioning and CRM setup required constant back-and-forth between Admins and Franchisees.
- Scattered Deal Views: Multiple tools were needed to track deals, resulting in inefficiency and lack of visibility.
- No Filter Retention: Switching between views caused applied filters to reset, leading to inconsistent user experience.
- Complex Call Management: Lack of structured call handling (forwarding, call tree, outbound calls) affected customer experience.
- Duplicate & Invalid Leads: Repeated form submissions from websites led to duplicate or incomplete deals, cluttering the system.
Solution By Kanhasoft
- CRM Initialization per Location : Franchisees configure CRM settings from Location > Edit > CRM Tab including deal owner, communication rules, and drip campaigns.
- Automated Twilio Number Assignment : Franchisees request new numbers directly in the system; Admins review and approve requests to maintain control and compliance.
- Drip Campaign Automation : Automatic enrollment of all new leads into personalized SMS campaigns with configurable initial responses, follow-ups, and closure messages.
- Multi-View Deal Management : Franchisees manage deals across Kanban Pipeline View, SMS View, and Table View with synchronized search and filter retention.
- Custom SMS Templates : Franchisees create reusable, dynamic templates with tokens (name, deal info, etc.) for consistent and faster messaging.
- Deal Lifecycle Tracking : Ability to assign deal owners, update statuses, and manage campaign enrollment directly from the Deal Details page.
- Outbound Call & Call Tree Management : Options for direct outbound calls, message/call forwarding, and multi-level IVR-style call trees with audio or forwarding numbers.
- Broadcast Messaging : Send bulk messages (up to 100 deals at once) using templates, attachments, or media.
- Duplicate Handling & Unique Deal Rules : Smart matching logic to avoid duplicate deals by validating contact information and location.
- Activity & Notes Tracking : Complete history of deal activities, messages, and internal notes to improve collaboration among franchisee users.
Key Features
- Location-Level CRM Configuration : Franchisees can set deal owners, drip campaign preferences, initial responses, and follow-up rules.
- Automated Deal Enrollment : Toggle-based auto-enrollment ensures all new deals instantly join drip campaigns.
- Multi-View Deal Management : Manage deals through Pipeline (Kanban), SMS View, and Table View for maximum flexibility.
- Integrated Drip Campaigns : Customizable workflows including initial message timing, communication delays, follow-ups, and closure messages.
- Custom SMS Templates : Dynamic templates with placeholders for quick, consistent, and personalized communication.
- Broadcast Messaging : Bulk SMS feature to engage multiple deals at once, supporting text, templates, and file attachments.
- Deal Details Dashboard : Complete visibility of a deal with messaging history, activity logs, contact info, notes, and manual drip control.
- Advanced Search & Filters : Multi-criteria filtering (location, status, services, etc.) with cross-view filter retention.
- Call Management Tools : Outbound calling, call forwarding, and IVR call tree setup for structured communication handling.
- Duplicate Prevention Logic : Ensures unique deal creation by validating existing contact and location details.
- Role-Based Access Control : Fine-grained permissions separating Admin controls from Franchisee operations.
- Scalable Multi-Tenant Design : Built to support multiple franchise locations under a single ecosystem.