Enterprise Software & CRM
A CRM shaped around how your teams sell, serve and retain customers
Generic CRM products ask your organisation to adapt to their model. We build customer relationship software that reflects your own sales cycle, service commitments and channels, then integrate it with billing, ERP and communication tools so the customer record stays complete.
Enterprise Software & CRM
The challenge
Customer knowledge scattered across people and tools
In many organisations, the real customer history lives in a salesperson’s phone, a shared inbox and a handful of spreadsheets. When an account manager leaves, the relationship context leaves too. Service teams answer the same customer without seeing what sales promised, and management cannot see a reliable pipeline.
Customer engagement in African markets also runs through channels that standard CRMs treat as secondary: WhatsApp, SMS, voice calls and field visits matter as much as email. A CRM that cannot capture those interactions, or that charges per seat in a way that excludes field teams, ends up abandoned.
- No single view of a customer across sales, service, billing and delivery
- Sales forecasts assembled manually from individual spreadsheets each month
- Service requests handled through personal messaging accounts with no tracking
- Loyalty or rewards programmes run on paper cards or disconnected tools
- Off-the-shelf CRM licences paid for, but adoption limited to a few users
Capabilities
What we design and build in this domain.
Custom CRM platforms
Account, contact and opportunity models designed around your business, whether you sell to consumers, companies, institutions or a mix of all three.
Sales pipelines
Configurable stages, quotes, approvals and forecasting, with territory and team views that make pipeline reviews factual rather than anecdotal.
Customer lifecycle management
Track each customer from first contact through onboarding, renewal and expansion, with triggers that prompt the right action at each stage.
Service workflows
Ticketing, service-level tracking, escalation rules and a knowledge base, so requests reach the right team and nothing is left unanswered.
Loyalty management
Points, tiers, vouchers and partner rewards, connected to transactions at the till, online or through mobile money payments.
Omnichannel communications
Email, SMS, WhatsApp Business and call logging unified in a shared conversation history, with templates and consent management.
Reporting and analytics
Dashboards on conversion, retention, service performance and customer value, with exports to your finance and BI tools.
Enterprise integrations
Two-way connections with ERP, billing, e-commerce, telephony and identity systems through APIs, keeping customer data consistent everywhere.
Example use cases
Illustrative examples of how these capabilities can be applied.
- 01 · Distribution and industrial companies
B2B sales for a distributor
A distributor with field sales representatives could manage visits, orders and credit limits from a mobile CRM that syncs with its ERP and works offline between customer sites.
- 02 · Telecom, utilities and subscription services
Customer service for a subscription business
A subscription provider could route requests from WhatsApp, phone and email into one queue, track service commitments and give agents the customer’s billing history alongside each ticket.
- 03 · Banks and insurers
Relationship management for a bank
A bank’s corporate team could track relationships, product holdings and pending requests per client, with access controls that respect confidentiality between business lines.
- 04 · Universities and private schools
Admissions and alumni relations
A university could follow prospective students from enquiry to enrolment, then maintain alumni and partner relationships within the same platform.
Technical approach
How we build CRM that people actually use
A CRM delivers value only when it is used every day. Our approach focuses on adoption as much as architecture: fewer clicks, the right data in the right place and integrations that remove double entry.
- 01
Shadow the customer-facing teams
We observe sales, service and marketing teams at work to identify which information they need, when they need it and what currently slows them down.
- 02
Model the customer relationship
We design the data model for accounts, contacts, interactions and products, including deduplication rules and data ownership, before building interfaces.
- 03
Integrate before you migrate
We connect the CRM to ERP, billing and messaging systems first, then migrate and clean historical data, so the platform is complete on day one.
- 04
Roll out by team and iterate
We launch with one team, measure usage and friction, refine the workflows and expand progressively to the rest of the organisation.
Technologies & practices
- TypeScript
- PostgreSQL
- Full-text search
- WhatsApp Business Platform
- SMS gateways
- REST and GraphQL APIs
- Single sign-on (SAML / OIDC)
- Workflow engines
Security & scalability
Protecting customer data at scale
A CRM concentrates some of the most sensitive data an organisation holds. Privacy, access control and data quality are part of the design, not a later configuration exercise.
Fine-grained permissions
Access defined by role, team, territory and record ownership, with field-level restrictions for sensitive information.
Consent and privacy controls
Communication preferences, consent records and data subject requests handled in the product, in line with the data protection rules that apply to you.
Activity logging
Views, exports and changes to customer records are logged, making unusual access patterns visible and investigable.
Data quality safeguards
Validation, duplicate detection and merge workflows keep the customer base reliable as it grows across teams and channels.
Scalable search and reporting
Indexed search and separated reporting workloads keep the application responsive as records and users multiply.
Frequently asked questions
When does custom CRM development make more sense than a SaaS CRM?
A SaaS CRM is a good fit when your processes match its model and per-user pricing is sustainable. Custom development is worth considering when your sales or service model is distinctive, when you need deep integration with internal systems, or when licence costs prevent field teams from using the tool.
Can you extend or integrate with an existing CRM instead of replacing it?
Yes. We can build custom modules, portals or integrations around an existing CRM, or progressively replace it if it no longer fits. The right path depends on how much of your process the current tool already serves well.
Can the CRM handle WhatsApp and SMS conversations?
Yes. We integrate with official messaging APIs, such as the WhatsApp Business Platform, and SMS gateways so conversations are logged against the customer record and handled by teams rather than personal phones.
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Gombe, Kinshasa, DR CongoPhoto: MONUSCO/Abel Kavanagh — CC BY-SA 2.0
Contact
Let’s discuss your project.
Tell us about your context and constraints — we’ll share how we would approach it.