Custom CRM Software & Lead Management Application
6 Months
USA
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.
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
Client's Need
The client required a full-featured Production & Logistics ERP that:
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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.
Solutions
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.
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