cRM

CRM system for businesses in the service and HoReCa sectors

Client

Innovative FoodTech IT startup operating in the service and HoReCa sectors. The company's main products: SuperApp: a social network with a loyalty program, a guide to establishments, and automation of visitor interactions with the establishment (booking, order management via QR code, payment, communication). CRM system for businesses in the service and HoReCa sectors, integrated with Yclients, iiko, and r_keeper.

Client problems

A flexible CRM system was needed for managing orders, bookings, and customer interactions in establishments. The development goal was to provide a unified mobile tool for business process automation and to connect establishments worldwide through a single loyalty system.

Budget

≈16 million RUB

Timeline

April 2023 - December 2023

Achievements

Analytics

App design

App development

Web interface development

Testing

Requests

Flexible CRM system for establishments
Create a system for managing orders, bookings, and customers, uniting establishments worldwide through a single loyalty program.

Payment and loyalty system
Implement payments through Tinkoff and Tochka Bank, ensuring cashback accumulation and point payments at any establishment.

Integration with accounting systems
Integrate the CRM with Yclients, iiko, and r_keeper to simplify the management of establishments and their data.

User-friendly interfaces and reports
Create a CRM with user-friendly interfaces for any device, hall and employee management, and reports for performance analysis.

Flexible CRM system for establishments

Create a system for managing orders, bookings, and customers, uniting establishments worldwide through a single loyalty program.

Payment and loyalty system

Implement payments through Tinkoff and Tochka Bank, ensuring cashback accumulation and point payments at any establishment.

Integration with accounting systems

Integrate the CRM with Yclients, iiko, and r_keeper to simplify the management of establishments and their data.

User-friendly interfaces and reports

Create a CRM with user-friendly interfaces for any device, hall and employee management, and reports for performance analysis.

Task

Development of a CRM system for establishments unified under one loyalty program.

Solutions

Implemented a payment system based on nominal accounts of Tinkoff Bank and Tochka Bank, ensuring the operation of a unified loyalty system: cashback accumulation and point payment at any establishment worldwide.
Studied similar CRM systems and applied best practices while identifying potential shortcomings of existing solutions.
Conducted interviews with restaurant staff and clients to understand their needs and expectations.
Confirmed the design of the system through UX testing on prototypes to identify the most convenient and effective interfaces.
Implemented CRM integration with Yclients, iiko, and r_keeper for seamless transition into the ecosystem.
Developed a CRM system adapted for desktop, tablet, and smartphone.

Technologies

PHP
Go
PostgreSQL
Redis
Elasticsearch
JavaScript
Vue
TypeScript
PWA

Results

Developed a flexible CRM system for managing orders, bookings, and customer interactions in establishments.

Implemented functionality

Authorization / Registration

Legal entities

Establishments

Halls and tables

Catalog and modifiers

Staff and work schedule

Tips

Reports (dashboards)

Profile creation and business connection to the unified loyalty program.

Creation of beneficiaries for calculating and receiving funds through the loyalty program.

Management of establishment information, workflows, integration with accounting systems, and page preview.

Management of halls and tables in the establishment layout.

Creation of a menu/service catalog for the establishment for mobile app and web use.

Management of staff list, work schedules, positions, and access rights.

History and settings for tip distribution.

Reports on orders, reviews, and tips for analyzing the effectiveness of the establishment and staff.