CRM developement
Budget: ₹12,500 – ₹37,500 INR
Project: Multi-Layer Complaint Management CRM Integrated with WhatsApp API
Key Requirements
WhatsApp API Integration
Integrate with WhatsApp API (via BSP like AI Sensy, WATI, or Interakt).
Receive citizen complaints and enable two-way chat directly from the CRM.
Multi-Level Officer Hierarchy
Example structure: DM → ADM/SDM → Department Heads → BDO → Panchayat Officers.
DM/ADM can assign complaints across any department or officer.
Department heads can assign only within their own departments.
Officer Dashboards
Officers can view, track, transfer, and update complaints.
Real-time chat interface connected to citizens.
Complaint Status Management
Fixed status buttons: In Progress, Need Docs, Need Time, Physical Visit, Irrelevant, Solved.
Admin Controls
Add departments and officers, modify hierarchy and permissions.
Selected officers can add their assistants or deputies.
Analytics and Insights
Dashboards to monitor department and officer performance.
Visualize complaint origins by PIN code.
Daily, weekly, monthly, and yearly performance charts.
Future Ready
Modular structure to easily add new departments like hospitals, universities, road departments.
Ability to adjust status labels and dashboards in future.
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Technical Expectations
Lightweight, mobile-friendly CRM (React/Node preferred, but flexible to other stacks).
Modular, scalable, and secure architecture.
Cloud hosting, ready for standard security checks and audits.
Intuitive, simple interface suitable for government officials with varying technical skills.
Key Requirements
WhatsApp API Integration
Integrate with WhatsApp API (via BSP like AI Sensy, WATI, or Interakt).
Receive citizen complaints and enable two-way chat directly from the CRM.
Multi-Level Officer Hierarchy
Example structure: DM → ADM/SDM → Department Heads → BDO → Panchayat Officers.
DM/ADM can assign complaints across any department or officer.
Department heads can assign only within their own departments.
Officer Dashboards
Officers can view, track, transfer, and update complaints.
Real-time chat interface connected to citizens.
Complaint Status Management
Fixed status buttons: In Progress, Need Docs, Need Time, Physical Visit, Irrelevant, Solved.
Admin Controls
Add departments and officers, modify hierarchy and permissions.
Selected officers can add their assistants or deputies.
Analytics and Insights
Dashboards to monitor department and officer performance.
Visualize complaint origins by PIN code.
Daily, weekly, monthly, and yearly performance charts.
Future Ready
Modular structure to easily add new departments like hospitals, universities, road departments.
Ability to adjust status labels and dashboards in future.
---
Technical Expectations
Lightweight, mobile-friendly CRM (React/Node preferred, but flexible to other stacks).
Modular, scalable, and secure architecture.
Cloud hosting, ready for standard security checks and audits.
Intuitive, simple interface suitable for government officials with varying technical skills.