(01 / 09) Case study
PlayCRM
PlayCRM is our own product: an ERP and CRM for retail and service businesses. Orders, stock, messenger chats, Telegram bots, delivery, telephony, analytics and mailings — in one account for every brand the owner runs. Currently in development.
(01) Where the product came from
After a few e-commerce projects we noticed we were building the same things every time: an order back office, delivery and payment integrations, messenger chats, a bot. For clients with several businesses it multiplied by the number of brands — separate accounts, separate reports, separate contractors. So we decided to gather it into one product and develop it as a SaaS.
(02) What we did
One account for every business the owner runs
The core is multi-brand. An owner of several stores or salons signs in once and sees everything: combined analytics, the chats of every brand, orders and deliveries — or switches to a single brand. Around the core sit the modules: orders, stock and catalogue, chats from Telegram, Instagram, WhatsApp and Viber in one feed, a no-code Telegram bot builder, a booking calendar for salons and barbershops, a delivery hub with Nova Post waybills, telephony, segmented mailings and an integration vault: payments, marketplaces, delivery, SMS and email, 1C. Every module is switched on separately, so a flower shop and a barbershop share one account but see different tools.
(03) Result
What the product does
- 01
1 login
for every brand the owner runs: combined analytics or each brand on its own
- 02
6
messengers in one feed: Telegram, Instagram, WhatsApp, Viber, Facebook, TikTok
- 03
32
integrations in the vault: payments, marketplaces, delivery, telephony, mailings, 1C
(04) Inside the product
The overview is what an owner looks at every morning: revenue, orders, average order value, repeat purchases, the sales plan, what needs attention and live events from the last hour. Then the modules: the bot builder with its auto-responses, where a scenario is assembled from triggers, replies and buttons without code; the order list, where every order carries its status, payment and delivery; and mailing segments: conditions on a customer's orders, a message to their messenger, a schedule.
(05) Chats and bots
Every message from Telegram, Instagram, WhatsApp and Viber lands in one feed: a manager sees who is waiting and for how long, replies from the CRM, sets tags and priority, and has the customer's profile, orders and notes right next to the dialogue. Routine questions are closed by the bot — following a scenario built in the builder — and it hands the dialogue over to a person when needed.
