CRM for a group of companies: every enquiry in one place

The challenge

Enquiries were getting lost in message threads, it was unclear who had replied to whom, and the owner had no overall view across the business lines. Off-the-shelf CRMs did not fit: the group needed its own enquiry sources, its own client portal and separate notifications for each business line, without paying per user.

What we built

• A single pipeline: enquiries from forms on four websites, website chat, the shared mailbox and website-builder forms all land in one system, tagged by business line
• Tasks with statuses, priorities, comments and a change history
• A meetings calendar: invitations received by email are added automatically, and reschedules and cancellations are tracked
• Phone notifications about new enquiries and meetings; the system installs on the phone’s home screen like an app
• A shared mailbox inside the CRM: managers see client emails next to the client record
• Security: two-factor sign-in, “sees all enquiries / only their own” roles, an activity log, protection against password guessing
• A client portal: sign-in via a link sent by email, no password; the client sees the status and can message the manager
• Separate notifications: enquiries for each business line go to that team’s own chat
• A dashboard with the numbers: enquiries by source and stage, time to first reply, overdue tasks

What it delivered

• Every enquiry has an owner and a status, so nothing gets lost in message threads
• The owner sees all business lines on one screen
• New enquiry sources are connected in hours, not weeks
• No per-user fees: the team grows and the bill does not

Built with

Node.js and SQLite, with no heavy frameworks; more than a hundred automated test scenarios run before every update; daily encrypted backups with tested restores.

Service

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