Development of a Custom CRM and Workflow Automation Platform for Scaling Service Providers

The client relies heavily on paper-based workflows and manual document handling, which create bottlenecks as they scale. Increased volume leads to major delays in client onboarding, transaction processing, and customer communication, resulting in stretched staff capacity and diminished response times. Existing off-the-shelf legal or management software solutions do not fully address the complex, bespoke needs of the organization, necessitating a custom digital solution to automate core workflows and improve efficiency.

A mid-sized service organization specializing in client management and operational workflows, seeking to automate manual processes to support growth and enhance customer service responsiveness.

• Automate end-to-end client onboarding, document processing, and transaction handling to reduce manual effort and processing time.
• Increase operational throughput to support at least a 35% growth in client accounts without proportional staff increase.
• Implement real-time reporting and dashboards for better decision-making and client communication.
• Enhance response times for key workflows, aiming to reduce processing delays by at least 65%.
• Create a flexible, scalable platform that can integrate with existing accounting and communication systems for seamless operations.

• Unified CRM system to manage client data and interactions.
• Automated document handling including digital forms, scanning, and storage to replace paper processes.
• Integration with accounting software for accurate transaction recording and beneficiary account management.
• Automated check writing and mailing system, with integration to third-party mailing services.
• Automatic client status updates and notifications via email or messaging platforms.
• Real-time dashboards providing operational metrics and ROI analytics.
• Automation rules engine to trigger actions based on business logic.

• Accounting software for transaction accuracy and beneficiary management.
• Third-party mailing service for check dispatch.
• Email/SMS service for client notifications and status updates.

• Scalable architecture capable of supporting at least a 35% increase in client volume without additional staffing.
• High-performance response times, with processing delays minimized to support rapid workflow execution.
• Robust security protocols to protect sensitive client data and transaction information.
• Reliable system uptime to ensure availability during key operational hours.

The new system is expected to enable at least a 35% increase in managed client accounts without proportional staffing increases. Operational throughput will improve by approximately 65%, significantly reducing processing times and enhancing customer responsiveness. Additionally, real-time dashboards and automation will support better decision-making and client communication, fostering growth while maintaining high service quality.