Project Objectives
The Elite Agency Multitenant CRM project was designed to unify multiple disconnected CRM systems into a single, scalable platform built on Vtiger CRM.
CRMTiger delivered a secure, multitenant architecture that automated lead intake, synchronized telephony data, and enabled advanced reporting while ensuring tenant-level data isolation.
- Build a unified multitenant CRM architecture on Vtiger
- Automate lead ingestion and routing based on source metadata
- Enable secure tenant separation and data compliance
- Sync agent calls and performance data in real time
- Create custom reports for leads, agents, and business KPIs
- Deliver documented, scalable CRM architecture for future growth
Project Timeline
Project Duration
- 11
- Weeks
Tools & Technology Used
Back End
Business Challenge
Elite Agency faced several critical challenges in their CRM operations:
Lack of Documentation and Architecture:
There were no comprehensive documents for server architecture or CRM configurations, making maintenance, scaling, and troubleshooting difficult for the IT team
Multitenant Lead Management:
Leads arrived from multiple sources into a single entry point CRM, requiring manual division and routing to separate tenants based on source origin, which was error-prone and time-consuming.
Integration with Telephonic Systems:
Syncing agent calls from the telephony system to the CRM was inconsistent, hindering real-time updates and accurate performance tracking.
Reporting and Analytics:
Generating agent performance reports, lead conversion metrics, and other custom reports was cumbersome due to siloed data across tenants, resulting in delayed insights and suboptimal decision-making.
Scalability Issues:
The existing setup lacked the robustness to handle increasing lead volumes without performance degradation, risking data loss and operational downtime.
Implementation Approach
Setup and Configuration
Secure vTiger setup with a multitenant framework and custom routing fields.
Integration Development
Lead ingestion and telephony integration enabled real-time call logging.
Workflow Automation and Reporting
Rule-based lead distribution with performance dashboards and reports.
Testing and Deployment
Complete testing, documentation, and phased rollout with minimal downtime.
CRMTiger’s Approach
CRMTiger followed a consultative and agile approach to design a scalable multitenant CRM tailored to Elite Agency’s operational needs. The engagement started with in-depth discovery sessions to understand existing workflows, system gaps, and growth requirements, followed by phased implementation using Vtiger’s flexible architecture.
- Conducted stakeholder interviews and system audits to identify pain points
- Designed a centralized CRM acting as a lead aggregator for all tenants
- Built modular custom components for lead sourcing and tenant assignment
- Integrated telephony using APIs and webhooks for real-time data sync
- Implemented role-based access control (RBAC) for secure multitenancy
- Used cloud-based infrastructure to support scalability and performance
- Delivered detailed documentation for architecture, data flows, and CRM setup
Conclusion
The Elite Agency Multitenant CRM project exemplifies how CRMTiger's expertise in vTiger can resolve complex business challenges in lead management and multitenancy. By delivering a documented, scalable solution with automated workflows and robust integrations, CRMTiger not only addressed immediate pain points but also positioned Elite Agency for sustained growth. This case study underscores the value of strategic technology partnerships in driving operational excellence and competitive advantage in the lead generation industry.
