Multiple CRM Projects – 5 Years of Architecture & Development

Over the span of 5+ years, I contributed to and led backend development for multiple Customer Relationship Management (CRM) platforms across healthtech, e-commerce, and operational workflow automation.
These CRMs enabled scalable internal operations, customer support automation, workflow orchestration, and real-time data visibility for thousands of daily users.

Each CRM was built with modular, service-oriented backend architecture and integrated deeply with customer apps, operations tools, and external partners.

Overview of CRM Systems Built

1. Lead Management CRM

A complete flow for capturing, routing, and managing customer leads across multiple channels.

Features:

  • Lead capture from web, apps, IVR, marketing campaigns
  • Smart lead routing (skills, city, availability, probability)
  • Agent allocation, follow-up flows, auto-reminders
  • Lead scoring & prioritization engines
  • Multi-channel communication (SMS, WhatsApp, email)

2. Customer Support CRM

A dashboard for internal teams to handle customer issues efficiently.

Features:

  • Ticket creation, classification, routing
  • SLA-based escalation engine
  • Notes, activity logs, attachments
  • Call center integrations
  • Resolution workflows & audit trails
  • Reports: TAT, agent performance, category trends

3. Operations Workflow CRM

Used by field teams (phlebotomists, logistics, technicians).

Features:

  • Order assignment & shift management
  • Route planning & geo-tracking
  • Real-time workflow status
  • Daily task automation
  • Field performance dashboards
  • Alerts, validation checks, QC rules

4. Vendor & Partner CRM

A central system for vendor onboarding, payouts, and partner operations.

Features:

  • Vendor lifecycle management
  • Payout calculation + automated disbursals
  • Agreement management
  • SLA monitoring
  • Compliance dashboards

5. Finance & Reconciliation CRM

Ensured proper financial tracking across COD, prepaid, refunds, and settlements.

Features:

  • Automated reconciliation engines
  • Ledger reporting
  • Refund workflows
  • Billing rule engine
  • Daily cron-based financial summaries

Key Capabilities Across These CRMs

  • Role-based access control (RBAC)
  • Multi-tenant support
  • Real-time dashboards & analytics
  • Event-driven updates (Kafka/SQS)
  • Advanced search with filters & exports
  • Notification system (SMS, WhatsApp, Email, Push)
  • API integrations with apps, partners, payment gateways

Technology Stack

  • Backend: Node.js, Java, Spring Boot
  • Databases: MySQL (transactional), MongoDB (logs, events)
  • Caching: Redis for sessions, workflow states, cold start improvement
  • Queues: Kafka, SQS/RabbitMQ
  • Events: Webhooks, async task processors
  • Hosting: AWS EC2, ECS, Docker
  • Other:
    • CRON Jobs