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Nextwebi designed and developed a customised CRM mobile and web app for a global IT services provider. The solution was aimed at improving lead management, integrating multi-channel inquiries, and providing real-time tracking and communication capabilities for sales teams and administrators.
Our client is an IT services company providing end-to-end digital transformation solutions and resource outsourcing for global enterprises. With a growing client base and multiple lead sources, they needed a centralised system to ensure no inquiry was missed and sales processes remained efficient and transparent.
Nextwebi developed a custom CRM application with mobile and web interfaces to streamline lead capture, communication, and follow-up.
Key features included:
Role-based login for admins and agents.
Lead details with quality and stage tracking.
Lead assignment to specific agents with accountability.
Integrated follow-up calendar with push notifications and reminders.
Conversation history tracking across calls, messages, and emails.
Direct communication tools: call, WhatsApp, SMS, and email.
Custom lead lists by department or category.
Notes and attachments for each lead profile.
Custom message templates for faster responses.
Exotel and MyOperator API integration for call and telephony management.
The CRM’s navigational flow, wireframes, and user interface were finalized before custom software development and deployment.
1. Disconnected lead sources
Leads were coming from multiple channels—calls, emails, landing pages, social media, cloud telephony, and the website—making it difficult to track and respond efficiently.
2. Inefficient follow-up management
The client lacked a system to track follow-up history, set reminders, and maintain visibility on communication with leads, often resulting in missed opportunities.
3. Communication gaps
There was no central platform to manage calls, WhatsApp messages, emails, and SMS interactions with leads, creating inconsistency in communication.
4. Lack of accountability
With no structured lead assignment or stage tracking, monitoring agent performance and lead progress became challenging.
Custom CRM Development – Mobile and web applications with lead capture and management.
Lead Tracking & Assignment – Stage-wise tracking, accountability, and performance visibility.
Follow-Up Management – Integrated reminders, notifications, and scheduling tools.
Multi-Channel Communication – Call, WhatsApp, SMS, and email integration.
Telephony Integration – Exotel and MyOperator APIs for seamless call management.
Custom Reporting – Daily notifications and mail reports of follow-up details.
Admin Dashboard – Real-time monitoring of lead activity and agent performance.
Read about the customised CRM mobile and web app developed by Nextwebi, for an IT services company, streamlining lead capture, follow-up management, and multi-channel communication.
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