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Transforming Single-Tenant CRM to a Multi-Tenant CRM Platform

Introduction

The Customer Relationship Management (CRM) platform is a software solution designed to help businesses within the insurance domain manage and analyze customer interactions and data throughout the customer lifecycle. The CRM platform is tailored for agents to streamline the management of client relationships and business operations in the insurance industry. The platform helps agents to efficiently manage their policies, claims, and customer interactions, ensuring they can provide personalized and timely service to their clients.

Overview

The original application was a single-tenant system built for a healthcare domain, managing client interactions, policies, and operations in dental, drug, health, and long-term care, serving individual clients on separate instances.

Synergy Technologies embarked on a project to develop a Multi-Tenant CRM platform. The objective was to evolve this system into a robust multi-tenant CRM platform that could serve multiple agencies with a single, shared infrastructure while ensuring data security, customization, and operational efficiency.

Challenges

  • Single-Tenant Limitations : The primary challenge was to transition from a single-tenant architecture to a multi-tenant architecture without disrupting existing services. The multi-tenant CRM needed to support various agencies (tenants) on a unified platform while maintaining data isolation, customizability, and security for each tenant.
  • Scalability Issues : Scaling single-tenant systems was both resource-intensive and difficult to manage.
  • Security Concerns : Maintaining data security and isolation between tenants was critical.
  • Operational Overhead : Managing and maintaining separate instances for each client increased the workload on the IT team.

Solution

Here is the high-level architecture diagram of a Multi-tenant CRM Application.

Synergy Technologies developed a comprehensive Multi-Tenant CRM platform with the following key components and features:

1. Transition to Multi-Tenant Architecture : The original single-tenant CRM was re-architected to support multiple tenants on a single platform. This involved :

  • Schema-Based Data Isolation : Each tenant's data is stored in a separate schema within a single database, ensuring data isolation while optimizing resource usage.
  • Root Cause Analysis : Used Azure Application Insights for detailed analysis of failure points.
  • Role-Based Access Control (RBAC) : Implemented RBAC to manage user permissions across different tenant environments, allowing for granular control over access and functionality.

2. Integration:

  • Five9 Integration: Integrated with the Five9 telephonic service, allowing agents to interact with customers directly through the CRM and update opportunity statuses based on call outcomes.

3. Security Enhancements :

  • JWT Authentication : Secure, stateless user authentication was implemented using JSON Web Tokens (JWT).
  • Future-Proofing : Plans to implement Network Access Control (NAC) to manage network-level security, further enhancing the platform's security posture.

4. Data Management and Reporting :

  • Comprehensive Reporting : Enabled tenants to generate detailed reports on various aspects such as opportunities, policies, commissions, and customer interactions.
  • Data Import/ Export : Provided tenants with tools to import and export data via CSV, allowing for easy data management and reporting.

5. Technology Stack :

    Benefits

    1. Operational Efficiency :

    • Resource Optimization : By converting to a multi-tenant architecture, the platform reduced the overhead associated with managing multiple instances of the CRM, resulting in significant cost savings.
    • Automation : Automating the tenant onboarding process and schema creation reduced setup time and improved the efficiency of bringing new tenants onto the platform.

    2. Enhanced Security :

    • Data Security : Data Security : Ensured each tenant's data was securely isolated while sharing the same application infrastructure.
    • Scalability : The platform was able to scale efficiently to accommodate a growing number of tenants without compromising performance or security.

    3. Improved Customer Experience :

    • Customizability : Tenants could customize their environments to meet specific business needs, enhancing user satisfaction.
    • Seamless Communication : Integration with Twilio and Five9 allowed tenants to manage customer communications effectively, leading to better customer engagement and satisfaction.