Custom SaaS CRM for E-commerce Operations
Product team
2 backend engineers
2 frontend engineers
1 QA engineer
1 designer
Duration: 18+ months
Technologies
php
MySQL
Docker
JavaScript
Bootstrap
Redis
Operational Context
As e-commerce businesses grow, managing orders becomes much more complicated than simply receiving them from a website.
Teams need to handle customer communication, shipping, payments, fulfillment, internal coordination, and order tracking — often across multiple tools and systems.
The goal of this project was to create a centralized SaaS CRM platform that could bring all operational workflows into a single system and simplify day-to-day work for managers and operational teams.
About Project
The platform integrates directly with WordPress-based e-commerce websites and automatically synchronizes incoming orders into the CRM.
Each order includes customer contact details, purchased products, shipping and payment methods, invoices, and additional operational data required for processing and fulfillment.
The CRM allows managers to process orders, communicate internally, track fulfillment progress, and manage customer communication without relying on disconnected third-party tools.
Core Capabilities
WordPress order synchronization
Automatic synchronization of incoming orders from connected WordPress e-commerce websites using APIs and webhooks.
Centralized order management
Unified handling of products, customer data, shipping details, payment methods, invoices, and fulfillment workflows inside a single platform.
Workflow & pipeline management
Kanban-style operational columns allowing teams to move orders through configurable processing stages from creation to shipment.
Internal communication tools
Built-in chat functionality enabling managers and operational teams to collaborate directly inside the CRM.
Integrated email workflows
Embedded email client functionality for handling customer communication without leaving the platform.
Shipping & fulfillment operations
Support for shipment preparation, payment tracking, delivery workflows, and operational document generation.
Reporting & export tools
Excel exports and operational reporting supporting logistics, accounting, and internal business processes.
Custom operational modules
Additional internal tools tailored to specific operational and fulfillment workflows.
The Process
Workflow analysis
Existing operational processes were analyzed to identify bottlenecks, repetitive manual tasks, and communication gaps between managers and fulfillment teams.
Architecture & integrations
A centralized SaaS architecture was designed with WordPress integrations, webhook-based synchronization, and automation around operational workflows.
Development & automation
Custom CRM modules were developed for order management, workflow pipelines, internal communication, shipment preparation, and reporting automation.
Continuous improvements
The platform evolved alongside business needs, with new workflows, integrations, and operational tools continuously added over time.
Result
The platform became the operational center of the business and helped teams manage the full order lifecycle inside a single SaaS system.
The system enabled:
- Centralized management of e-commerce operations and fulfillment workflows
- Reduced repetitive manual work through automation
- Improved visibility into order processing and shipment stages
- Faster collaboration between managers and operational teams
- Scalable operational workflows adaptable to business growth
The architecture proved flexible enough to support evolving operational requirements and custom business processes over time.
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