ARTICLE
Custom CRM System: Automatic Lead Capture, Pipeline Tracking and KPI Reports
A business client had customer leads scattered across several ad platforms, spent time every morning consolidating Excel sheets, and kept all sales updates in LINE, where messages quickly piled up. We helped build a custom CRM that automatically captures and sorts leads from Meta, the LINE Official Account, website forms and Douyin ads. Sales, admin and managers see the same customer pipeline, and performance and KPIs are calculated by the system, with no manual Excel entry.
Background: Leads everywhere, updates buried in LINE
The client ran ads on more than one channel, so leads landed on different platforms, and the first task each day was copying them into Excel. After following up, salespeople posted their updates in LINE groups. Once the messages piled up, looking back to find one customer’s progress was close to impossible.
The client’s problems
Leads were spread across Meta, LINE, website forms and Douyin ads, and consolidating them in Excel by hand every day was overwhelming.
Sales updates lived in LINE, where new messages buried old ones, so managers and admin staff couldn’t see progress.
Customer details, case progress and deal status were scattered, and there was no single record of after-sales and warranty status.
Performance, KPIs and bonuses were calculated separately by hand and re-entered into Excel every month.
How we helped
Following the client’s way of working, we organized the needs into six parts and built them into one CRM:
Leads enter the system and are sorted automatically. Customer messages from Meta, the LINE Official Account, website forms and Douyin ads flow into the system and are categorized, with no manual sorting.
A shared progress view for everyone. Sales, admin and managers see the same customer status and workflow, which makes it easier to follow up and helps improve the closing rate.
Customer data and case progress. Basic customer details and case progress are recorded in full, along with deal status and the follow-up customer service and warranty status.
One-click customer window. Open a customer’s window straight from the system, with LINE notifications and the VoIP phone system integrated, so there’s no switching between tools to reach a customer.
Reports and KPIs calculated automatically. Complete reports calculate approvals and KPIs, covering lead development records, deal amounts, total revenue, performance, each salesperson’s results and profit-share bonuses, with no separate manual Excel entry.
Speed and security. The system’s speed has been optimized, and multiple layers of security protect customer and performance data.
What changed after rollout
Leads are in one place, so nobody spends the morning consolidating Excel.
Follow-up records stay in the system instead of being scattered across LINE chats.
Admin staff and managers can check progress directly without asking each salesperson.
Performance and bonuses are calculated by the system, which lightens the month-end number-checking considerably.
Why a CRM suits custom development
Every company has its own lead sources, case workflow, performance calculation and bonus rules. This case had to connect Meta, LINE, forms and Douyin, and fold profit-share bonuses into the reports. All of that was designed around the client’s existing process instead of making them change how they work to fit the software.
FAQ
Can a CRM automatically collect leads from Meta, LINE, web forms and Douyin ads?
Yes. In this case, customer messages from those channels enter the system automatically and are categorized, so sales staff no longer sort them by hand.
Can sales, admin and managers see the same data?
Yes. All three roles see customer status and workflow at the same time, which makes progress easy to track. What each role can view and do can be set to fit the company’s needs.
Can a CRM connect to LINE notifications and a VoIP phone system?
Yes. In this case, a customer’s window opens in one click from the system, with LINE notifications and the VoIP phone system integrated.
Can performance and bonuses be calculated automatically?
Yes. The system calculates approvals and KPIs automatically, covering deal amounts, total revenue, each salesperson’s results and profit-share bonuses. The calculation rules follow the client company’s own policy.
Still running leads and sales on Excel?
We’re based in Kaohsiung and help companies turn manual work into working systems. You can browse other case studies, learn about our custom system development and implementation process, or read about maintenance after launch. Tell us how you work today, and we’ll propose a feasible scope and rough timeline before discussing a quote.