Custom Service CRM Development

Help customers faster - every channel, one inbox.

A custom service CRM engineered around your support flow. WhatsApp, email, chat, voice - unified, with SLAs that fire on time.

Omnichannel inbox
SLA policies & warnings
Auto-routing & macros
360° customer view
Knowledge base + widget
You own the code

Get a quote See pricing

support.client.com/inbox

All conversations · 47

SLA 98%

Rakesh M. · WhatsApp"Order #4521 delayed"

Urgent

✉

Priya S. · Email"Need plan upgrade"

High

💬

Arjun K. · Live chat"How to export?"

Med

Why custom-built

Built for the way your support actually works.

One queue, one view

WhatsApp, email, chat, voice and social - agents work from one inbox, one customer history.

SLAs that fire on time

Targets per channel, customer tier or topic. Auto-warnings at 80% time. Ping team leads on Slack.

360° customer

Every order, ticket, note, integration - one record, one truth, no more "let me check with another team".

What we build in

Six features at the core.

Omnichannel inbox

WhatsApp Business, Gmail/Outlook, live chat, voice (Exotel/Twilio), Facebook/Instagram DM.

SLA engine

Multi-tier SLAs, business hours, warnings & escalations to senior agents.

Auto-routing & macros

Skill, load or round-robin assignment. One-click reply templates. Auto-tag by topic.

Customer 360°

Orders, billing, tickets, products - every system feeding into one timeline.

Knowledge base

Public help centre + embedded widget. Deflect 30–50% of tickets before they reach an agent.

Live reports

Volume, response time, CSAT, agent leaderboards, SLA compliance - real-time.

Automation engine

Handle 2× the tickets with the same team.

Macros, auto-replies and smart routing take the busywork off your agents - they spend time on the hard cases.

Trigger-based routing rules
Sentiment-based escalation
Auto-acknowledge in 60s
Article suggestions inline
Bulk macros & saved replies

Automation rules

🔁

If channel = WhatsApp + "delivery"→ assign to Logistics

⚡

If sentiment = negative→ escalate to senior agent

📨

Auto-ack: "We're on it"within 60s · 24×7

⏰

SLA warning at 80%→ Slack ping to lead

Built on modern stacks

Technology under the hood.

React + Next.js Node.js + Postgres Redis + BullMQ WhatsApp Business API Twilio / Exotel SendGrid / SES Pusher / Socket.io Elasticsearch AWS / GCP

FAQ

Service CRM build questions.

How long does a Service CRM build take?

First production version typically in 10–14 weeks for the core inbox + SLAs + reports. Adding voice/social channels takes 2–4 more weeks.

What about WhatsApp Business API approval?

We handle the full WABA application via Meta Business Suite, BSP setup (Karix/Gupshup/Twilio), template approvals and number migration. Typically 1–2 weeks.

Can we migrate from Freshdesk / Zendesk?

Yes - we've migrated from both. Tickets, contacts, history, attachments and macros all transfer over.

Does it support multiple brands?

Yes - multi-brand inbox, per-brand SLA & routing, separate help centres.

Is there a customer-facing portal?

Yes - a branded portal where customers raise tickets, track status and view past conversations. Optional, embeddable.