CRM & Customer Portal for Real Estate Developer
+45%
Lead to site visit conversion improvement
30 days → 7 days
Payment collection cycle reduced to 7 days
+30%
More broker registrations in first quarter
Industry
Real Estate & PropTech
Services
Digital Platform Engineering
Tech Stack
Next.js, NestJS, PostgreSQL, AWS S3
Duration
5 months
What Needed to Change
A real estate developer managing 4 active residential projects — with a combined inventory of several hundred units — had no unified digital system for managing the complete buyer journey from lead to possession.
The sales team tracked leads in personal spreadsheets and communicated via WhatsApp, meaning lead history, site visit notes, and follow-up commitments were invisible to management and lost when staff turned over. Channel partners and brokers — a major source of bookings — submitted leads verbally or via email, had no visibility into their referral status or commission calculations, and frequently followed up with the sales team multiple times per deal for updates. Buyers who had booked units had no digital interface to track their payment schedule, see construction progress updates, or download their booking-related documents. Payment collection was slow — buyers received reminders only when accounts staff manually checked overdue schedules, and the average collection cycle was 30 days from due date.
How We Solved It
Brihat Infotech built a three-module real estate CRM and portal system. The Internal Sales CRM gave the sales team a complete pipeline management tool — lead capture from multiple sources (website, broker referral, walk-in), stage-based pipeline tracking from enquiry through site visit, booking, and possession, automated follow-up task scheduling, and full interaction history per lead. A Broker & Channel Partner Portal allowed registered brokers to submit leads digitally, track their deal status in real time, view their commission ledger with automatic calculation on booking confirmation, and raise payout requests — eliminating the constant phone follow-up that consumed the sales team's time. A Customer Portal gave booked buyers a private dashboard showing their payment schedule with upcoming due dates and penalties, construction progress with milestone photos updated by the project team, document downloads for allotment letters, agreements, and receipts, and a service request system for snagging and possession-related queries. Razorpay payment integration enabled online payment directly from the customer portal, with automated reminders triggered 7, 3, and 1 day before due dates and immediate receipt generation on payment.
What We Built
Full sales pipeline CRM: inquiry → site visit → token → booking → possession with communication history per lead
Unit availability matrix across 4 projects with real-time booking status, floor, facing, and pricing
Broker/channel partner portal: lead submission, pipeline visibility, commission ledger, and invoice downloads
Customer self-service portal: payment schedule, construction milestone updates with photos, document downloads
Automated payment reminders via SMS and email at 7 days and 1 day before each due date
Razorpay payment collection integrated directly in the customer portal with automatic receipt generation
Why This Stack?
The three-module architecture (sales CRM, broker portal, customer portal) shares a single NestJS backend and PostgreSQL database — a unit's status updated by the sales team is instantly visible across all portals without any sync layer. AWS S3 handles document storage with pre-signed URLs so customers can download their agreements directly without routing traffic through the application server.
The Results
+45%
Lead to site visit conversion improvement
30 days → 7 days
Payment collection cycle reduced to 7 days
+30%
More broker registrations in first quarter
2 hours
Admin time saved per day
The broker network grew from 40 to 140 channel partners within a year of launching the partner portal — partners cited real-time commission visibility as the primary reason for joining. On-time payment collection improved by 23% within two quarters. The customer portal's self-service document access reduced inbound service calls by over 60%.
Lessons We're Taking Forward
One shared backend across three portals prevents silent data divergence
An earlier vendor had built the broker portal and customer portal as separate applications with nightly sync. Inventory discrepancies — a unit showing available to a broker but already booked by a direct buyer — were a weekly occurrence. A single NestJS backend with role-based views eliminated the sync problem entirely.
Automated payment reminders recover a surprising amount of revenue
The client's collections team manually called buyers before each due date. At 4 projects and hundreds of buyers, this was a half-time job. After switching to automated SMS + email at 7 days and 1 day prior, on-time payment rates improved by 23% and the collections headcount was redeployed to sales.
Pre-signed URLs are the correct document delivery pattern at scale
Routing download traffic for agreements and floor plans through the application server adds latency and compute cost for work the server doesn't need to do. AWS S3 pre-signed URLs let customers download directly from storage — the app server only generates a short-lived credential, not the file.
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