Year
2026
Client
Subtle Innovative Services
Category
Business Systems / CRM Infrastructure
Product Duration
3 months
Subtle Innovative Services needed a CRM that could handle lead conversion, multi channel customer support, and internal communication in one place, without relying on fragmented third party SaaS tools or exposing customers to inconsistent support across platforms.
The CRM runs on a relational data model with custom record types and structured lifecycle rules. Lead progression is governed by state triggers: an Applicant record is only created once a lead's Lifecycle Stage moves to "Converted," enforced at the data layer to prevent duplicate or premature records.
A dedicated messaging service sits behind the CRM, normalizing inbound traffic from WhatsApp, Instagram DMs, Facebook Messenger, email, and SMS into a single conversation model. The service's native interface is fully hidden, replaced end to end by a custom React frontend so agents work inside one unified inbox. Internal team communication runs over a separate real time layer, with WebRTC handling peer to peer voice calls and signaling.
Media, attachments, and generated assets are handled through a decoupled object storage layer, keeping file handling separate from the core application and the system lightweight to run and scale.
The system is fully containerized for consistent deployment and easy recovery, with secure token based authentication protecting workspace access and structured email routing for transactional and admin notifications.
Node.js/TypeScript backend, relational database for structured data, containerized deployment, object storage for media, secure authentication, real time infrastructure for calling.
