Dynamic CRM System for Multi-Branch Agencies

## Multi-Branch Agency CRM - Comprehensive Project Summary

**Project Overview**
A web-based CRM system designed for agencies with multiple showrooms across cities, featuring automated lead processing, PDF quotation generation, and WhatsApp integration.[1][2]

### **Core Functionality**

**Lead Management & Capture**
- Multi-channel lead ingestion: online forms, CSV/Excel imports, APIs, marketing channels
- Configurable pipelines per branch/product line with automated assignment rules
- Duplicate detection, lead scoring, and bulk operations
- Custom fields, tags, and activity tracking (calls, emails, WhatsApp messages)

**Quotation Engine & Automation**
- Dynamic PDF template system with variables ({{lead.name}}, {{product.specs}}, {{amount}})
- WYSIWYG template editor with auto-numbering, tax calculations, discount rules
- One-click generation and storage with versioning capabilities[3][4]

**Webhook & WhatsApp Integration**
- Event-driven webhook system (lead.created, quotation.generated, deal.won)
- HMAC-SHA256 signed payloads with retry policies and dead-letter queues
- WhatsApp Business API integration for automated message delivery with PDF attachments
- Rate limiting and template approval compliance[5][6]

### **Multi-Branch Architecture**

**User Roles & Permissions**
- **Super Admin**: Full control across all branches, tenant management
- **Branch Admin/Manager**: Single branch management, local reporting
- **Sales Executive**: Lead creation/editing, assigned opportunities only
- **Operations/Service**: Post-sale tasks, warranties, service tickets
- **Finance**: Invoice/payment access, financial reporting
- **Read-only/Viewer**: Limited access, API credentials for integrations[2][7]

**Data Partitioning**
- Branch-level data segregation with cross-branch visibility for Super Admins
- Shared product catalog vs branch-specific pricing and inventory
- Role-based dashboards and reporting per location

### **Core Entities & Data Model**
- Tenant/Branch hierarchy with user assignments
- Lead lifecycle: Contact → Lead → Opportunity → Deal → Invoice
- Product catalog with SKUs, specifications, pricing
- Quotation templates and generated instances
- Activity logs, webhook events, audit trails
- Service tickets and warranty management

### **Sample Automation Workflow**
1. Lead created via CSV import or web form
2. System validates, assigns to branch, triggers `lead.created` webhook
3. Auto-generates PDF quotation using product specifications
4. Fires `quotation.generated` webhook with payload:
```json
{
"event":"quotation.generated",
"lead_id":"L-12345",
"quotation_url":"https://cdn.example.com/q/Q-223.pdf",
"payload":{"name":"Ramesh","amount":125000}
}
```
5. WhatsApp API receives webhook, sends template message with PDF attachment

### **Advanced Features**
- Workflow automation builder with triggers/conditions/actions
- AI-powered lead scoring and next-best-action suggestions
- Multi-language support and white-label capabilities
- Mobile-responsive UI with offline sync capabilities
- Integration APIs for accounting tools and external systems

### **Technical Architecture**

**Tech Stack Recommendations**
- **Frontend**: React + TypeScript, Tailwind CSS
- **Backend**: Node.js + NestJS or Python + FastAPI
- **Database**: PostgreSQL + Redis for caching/queues
- **PDF Generation**: Puppeteer with HTML templates
- **Storage**: S3-compatible for PDFs and assets
- **Queue**: RabbitMQ for webhook processing
- **Monitoring**: Prometheus + Grafana, Sentry error tracking

**Security & Compliance**
- RBAC with SSO (OAuth/SAML) and 2FA support
- Audit logs for all CRUD operations
- Data encryption at rest and transit
- GDPR compliance and data residency controls

### **MVP Scope (3-week timeline)**
**Weeks 1**: Core backend API, authentication, lead management, CSV import
**Weeks 2**: Frontend pipeline, quotation templates, PDF generation, webhook infrastructure
**Weeks 3**: WhatsApp integration, reporting, QA, beta deployment

**Must-have MVP Features**:
- User authentication with role-based permissions
- Lead CRUD operations with pipeline management
- CSV import with column mapping and validation
- Product catalog and manual quotation creation
- PDF generation with template engine
- Webhook registration and `quotation.generated` event firing
- WhatsApp API connector for template messages with PDF attachments
- Basic dashboards and reporting

### **Success Criteria**
- Process 10k+ leads via CSV import with field mapping
- Generate and deliver PDF quotations via WhatsApp within 30 seconds
- Webhook delivery with 99.9% reliability and proper HMAC signing
- Multi-branch data isolation with cross-branch reporting for admins
- Role-based access control preventing unauthorized data access

**Key Deliverables**: Source code repository, deployed staging environment, admin UI for webhook/template management, comprehensive test suite, scaling runbook, and integration documentation.