E-commerce App & CRM Portal Development

Software Development Requirements Centralized ERP, CRM & E-commerce System Hi, We want to develop a small, centralized ERP system for our business. We do not need a complicated or oversized ERP with unnecessary features. We need a simple, modern, system that connects our customers, franchises, sales channels, complaints, and customer care operations through one centralized database. The system will consist of the following main modules: 1. Complaint Management System We need a complaint management module with two separate sections: A. Customer Complaints * Customers should be able to submit complaints through our website and mobile application. * Customers should be able to select products, describe their complaints, upload pictures if necessary, and provide contact details. * Each complaint should receive a unique complaint/reference number. * Admin and customer care employees should be able to view, assign, update, and resolve complaints. * Customers should be able to check their complaint status. B. Franchise Complaints * A separate complaint portal for our franchises. * Franchise owners and authorized franchise staff should be able to submit complaints regarding products, deliveries, operations, accounts, or other business-related issues. * Each franchise should have its own login. * Admins and authorized sub-admins should be able to manage, assign, and resolve franchise complaints. * ⁠Franchisee’s also should have anonymous (identity hidden) complaints * Franchise complaints must remain separate from general customer complaints and should not be accessible to normal customers. 1. CRM – Customer Relationship Management We need a centralized CRM system that connects all our franchises, online sales, and customer care departments. A. Customer Accounts * Every customer should have a unique profile linked to their mobile number. * Customer contact details, purchase history, invoices, loyalty points, complaints, and interactions should be stored in one profile. * The system should automatically recognize existing customers through their mobile numbers. B. Franchise Portal * Every franchise should have a separate login. * Franchise employees should be able to enter customer mobile numbers, invoice numbers, products, quantities, and purchase amounts. * All purchases should automatically update the customer’s CRM profile and loyalty points. * Franchise-wise sales and customer records should be available to admin. C. Online Sales Portal * A separate dashboard for online sales employees. * Employees should be able to record online orders, customer details, products, quantities, payment methods, and delivery statuses. * Online orders should automatically connect to the customer’s existing CRM profile. D. Loyalty Program * Automatically calculate loyalty points based on customer purchases. * Loyalty points should be connected to the customer’s mobile number. * Purchases made through franchises and online channels must update the same loyalty account. * Customers should be able to check their available points. * Automated WhatsApp notifications for points earned, redeemed, and other relevant updates. E. Customer Care Portal Each customer care employee should have an individual login and dashboard. The dashboard should display: * Due calls * Completed calls * Pending tasks * Follow-up calls * Customer orders generated * Sales performance * Individual employee performance F. Call Management The CRM should have the following call statuses: * Due * In Progress * On Hold * Order Created * Rejected * No Answer * Follow-Up Scheduled The system must prevent two employees from contacting the same customer simultaneously. When an employee starts working on a customer, that customer should be marked as In Progress and unavailable to other representatives. G. Automatic Follow-Ups * Automatically schedule customer calls after purchases. * Default follow-up intervals can be 25 days, 30 days, or any interval configured by the admin. * Automatically assign due calls to available customer care representatives. * Admin should be able to change follow-up schedules. H. Customer Feedback * Admin should be able to create product-specific feedback questions. * Questions can cover product quality, satisfaction, complaints, suggestions, and other feedback. * Customer care representatives should be able to record customer responses during calls. * All feedback should be saved in the customer’s profile. I. Order Management * Customer care representatives should be able to create orders during customer calls. * Orders should automatically be forwarded to the relevant sales team for processing. * Order status and sales performance should be trackable. J. Admin Dashboard A centralized admin dashboard showing: * Total registered customers * Franchise-wise sales * Online sales * Total purchases * Loyalty points * Customer complaints * Franchise complaints * Due and completed calls * Repeat purchases * Customer feedback * Employee performance * Sales and customer reports K. WhatsApp Integration Integration with WhatsApp for automated: * Purchase confirmations * Loyalty points notifications * Follow-up reminders * Complaint updates * Other important customer notifications L. Permissions and Security Separate access levels for: * Super Admin * Sub-Admin * Franchise Staff * Online Sales Staff * Customer Care Representatives All activities should be tracked, with appropriate permissions for each department. 1. E-commerce Mobile Application We also want a dedicated mobile application for our customers. A. Website Integration * Our preferred solution is to convert or duplicate our existing website, including its design, products, categories, and shopping experience, into a mobile application. * The application should have a similar look and functionality to our existing website. * We would prefer integration with our existing Shopify store so that products, inventory, prices, and orders remain synchronized. B. Shopify Integration / Alternative * If Shopify integration is possible, we want the application connected directly to Shopify. * If direct Shopify integration is not possible, the developer can create a separate e-commerce dashboard similar to Shopify for managing application orders. * This dashboard should include product management, inventory, orders, customers, payments, and delivery statuses. C. CRM and Loyalty Integration This is a very important requirement. The mobile application must be connected to our centralized CRM database. * Customers should register and log in using their mobile numbers. * The application should recognize existing customers through their mobile numbers. * Customers who purchase through our franchises should be able to use the same account on the application. * Loyalty points earned through franchise purchases should appear in the application. * Points earned through online purchases should also update the same CRM account. * Customers should be able to view their purchase history, available loyalty points, and complaints. * All customer information should remain synchronized across the application, website, franchises, and CRM. 1. Centralized Database and System Integration All modules must be interconnected through one centralized database. Our required structure is: 1. Customer Application 2. Website / E-commerce 3. Franchise Portal 4. Online Sales Portal 5. Customer Care / CRM 6. Customer Complaint Management 7. Franchise Complaint Management 8. Admin Dashboard Every customer should have one unique profile based on their mobile number, regardless of whether they purchase through a franchise, website, or mobile application. All purchases, loyalty points, complaints, and customer interactions must automatically update the same customer profile. 1. General Requirements * Mobile-first and fully responsive design. * Compatible with mobile phones, tablets, and computers. * Simple and user-friendly interface. * Centralized database with secure access. * Separate logins and permissions for different departments. * Ability to add more franchises and employees in the future. * Automated reports and dashboards. * Reliable backups and data security. * Scalable architecture for future expansion. 1. Information Required from the Developer Before proceeding, please provide: 1. Your proposed technology stack and system architecture. 2. Estimated total development cost. 3. Estimated development timeline. 4. Whether you recommend a web-based ERP, mobile application, or both. 5. Whether Shopify integration is possible. 6. Whether all modules can operate through one centralized database. 7. Your proposed hosting and maintenance costs. 8. Examples of similar ERP, CRM, or e-commerce projects you have developed. Our Main Objective: We want one simple but powerful business management ecosystem that connects our customers, franchises, online sales, customer care, complaints, and loyalty program. We do not want multiple disconnected software systems. Everything should work together, share the same database, and be manageable through one centralized admin panel.