Case Study

    Transforming Customer Experience SaaS CXM Platform Development

    Suite of SaaS CXM products delivered as Sr. Frontend Engineer and Team Lead, rethinking customer journeys, automation, and operations across a unified platform.

    TypescriptVueJSCustomVite-based

    Overview

    01

    Customer journeys automate complex processes such as bank loans and B2B workflows.

    02

    Conversational chat bots with a drag-and-drop configurator and omni-channel messaging (email, chat, SMS).

    03

    Case management system that surfaces every relevant datum alongside conversations and tasks.

    04

    Custom charting and reporting for KPI transparency across dashboards and large-format displays.

    05

    Highly configurable knowledge base system with branding, approvals, and deep access controls.

    Customer Journeys

    Customer journey builder interface

    Combined customer and internal workflows into a drag-and-drop journey builder so teams can design, optimize, and scale experiences without touching code.

    Drag-and-drop UI lets business lines create customer and employee journeys on a unified canvas in minutes.

    Automated tasks ensure momentum across teams, departments, and partner ecosystems.

    SDKs and APIs break down ecosystem silos, keeping external tools and partners in sync.

    Backend

    • NodeJS microservices with Kafka messaging for real-time, event-driven orchestration

    Frontend

    • Typescript for strongly typed component architecture
    • VueJS for reactive UI
    • Custom drag-and-drop module for visual editing of stages, steps, and activities
    • Vite-based packaging pipeline for modular deployment

    Conversational Chat Bots & Configurator

    Bot configuration overviewChat bot drag-and-drop flowsSmart button chat client

    End-to-end system covering a smart-button chat client, bot configurator, and integration wizard so enterprises can launch branded assistants tied into case routing and knowledge services.

    Three core modules: integration wizard, drag-and-drop bot configurator, and embeddable smart button.

    Omni-channel messaging through chat, email, SMS, and live agent escalation tied into case management.

    Custom NodeJS framework with Twilio, Openfire, and Redis integrations for resilient delivery.

    Backend

    • Custom NodeJS framework for conversational workflows
    • Openfire (XMPP) + Redis eventing for messaging
    • Twilio SMS + email transport integrations

    Frontend

    • AngularJS smart-button chat client
    • D3-powered drag-and-drop bot configurator
    • ExtJS integration wizard for customer branding

    Case Management System

    Case management workspace

    Four-column agent workspace consolidates customer location data, timelines, and omni-channel conversations to accelerate resolution.

    Integrated web chat pane connects to the public Smart Button for live collaboration.

    VueJS micro frontend handles messaging inside ExtJS-powered listing/edit screens.

    Event-driven services keep cases, conversations, and tasks synchronized.

    Backend

    • Custom PHP CRM as the system of record
    • Redis eventing + Openfire XMPP for real-time updates
    • NodeJS microservices for scalable support services

    Frontend

    • ExtJS layout for listing and edit experiences
    • VueJS micro frontend for messaging
    • Typescript communication controller packaged as a shared NPM module

    Custom Charting & Reporting

    Analytics dashboard

    Dashboards, wallboard displays, and timers surface KPIs across call centers, executive dashboards, and customer portals.

    Real-time dashboards powered by ExtJS for operations teams.

    AngularJS large-format visualizations for call centers and TV displays.

    Third-party integrations (GoodData, etc.) extend analytics coverage.

    Backend

    • Custom PHP CRM APIs for first-party metrics
    • Third-party analytics integrations for extended charting

    Frontend

    • AngularJS for large displays
    • ExtJS for dashboards
    • Custom visualizations tailored to KPI storytelling

    Knowledge Base System

    Knowledge base layout

    Flexible, brandable knowledge base with granular access controls, approvals, and imports/exports that ties directly into CXM workflows.

    Public-facing KB pages inherit client branding for cohesive experiences.

    Supports data sharing via imports and exports plus strict article approvals and versioning.

    Integrates with other knowledge bases while remaining fully searchable.

    Backend

    • Custom PHP CRM
    • SOLR search
    • Redis messaging for event-driven sync

    Frontend

    • ExtJS for advanced grid management, previews, and editing
    • AngularJS for public, indexable KB pages

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