# Custom CRM and case management

> A CRM or case-management system built to your process: leads and intake, cases with a status workflow, documents and secure uploads, retainers and e-signature, billing and calendar connections, roles with two-factor sign-in and an audit log. Handed over with the source code and the data.

CUSTOM CRM + CASE MANAGEMENT. Status: Two in use for clients today, and one built for our own sales: an immigration case-management CRM under ongoing development, the practice CRM behind the clinic receptionist, and our sales workspace.

A system built around how your team actually works, that you own outright, with no per-seat fee every month.

We build the records, workflow, documents and connections your process needs, on a plain stack your team can keep, and connect it to the tools you already pay for.

## Who it is for

Owner-led teams of roughly 5 to 200 people whose work no longer fits a spreadsheet or a per-seat platform: consultancies, clinics, agencies and firms that manage cases, clients and documents.

## What it does

- Leads and intake: enquiries from your website, booking tool or intake form land in one list, with duplicates flagged.
- Clients and cases with a status workflow you define, so everyone sees where each file stands and what happens next.
- Documents on the record: secure upload links for clients, folders synced to your OneDrive, and PDFs generated from the case.
- Retainers and agreements generated from the case and sent for e-signature.
- Billing connected to your accounting and payments, in QuickBooks Online or Square, so nothing is re-typed.
- Calendar and phone connections, such as Google Calendar and Zoom Phone, where your process needs them.
- A client portal where your clients see their file and upload what you asked for.
- Roles and permissions with two-factor sign-in, so each person sees only what their job needs.
- An audit history of who changed what and when, on every record.
- Email sent from the system through your own provider, such as Brevo.
- Spreadsheet import of your existing clients, with duplicates resolved before the move.
- AI where it earns its place: a phone receptionist, a call transcript, a drafted follow-up, with a person in the loop for anything it cannot complete or that cannot be undone.

## How it goes live

1. **A scoping call** — We follow one client or case through your team, from the first enquiry to the last invoice, and note which tools you already pay for.
2. **A written plan and a fixed scope you approve** — You get a written plan: the records, the workflow, the connections, what is in the first release and what is not. Nothing is built until you approve it.
3. **Build with visible progress** — Each release adds a complete, usable part of the workflow. You see it running as it grows, on a private address, and we adjust before the next piece.
4. **A review week on your real data** — We import your real clients and cases, and your team works in the system for a week. What they trip over gets fixed before launch.
5. **Handover with your code and data** — You receive the source code in your own repository, the database, and written documentation. Ongoing development is by agreement, not by lock-in.

## Works with

QuickBooks Online, Square, Microsoft 365 / OneDrive, Google Calendar, Zoom Phone, Brevo, AdobeSign, Twilio, OpenAI

## In use

**A Canadian immigration consultancy** — Ongoing development of their case-management CRM, live for their team in their own cloud: leads, clients and cases with a fourteen-stage workflow, retainers with e-signature, documents synced to OneDrive, a client portal, and billing connected to QuickBooks Online and Square. The code lives in the client's own repository.

**A family clinic in Nova Scotia** — The practice CRM behind the clinic receptionist: patients, appointments with double-booking checks, doctor schedules, waitlist, staff messages and call transcripts, with three roles, two-factor sign-in, field-level encryption and an audit log that cannot be edited.

**Our own sales workspace** — The internal CRM for our own outreach: lead import with duplicate detection, campaigns paused by default with rate limits and spend caps, a calling assistant that has not yet made a live call, follow-up emails drafted for the owner to send, and a cost ledger in Canadian dollars. Built the same way we build for clients.

## Questions

**Do we own it?**

Yes. The source code sits in a repository you control, the database is yours, and the documentation comes with it. You can hire anyone to continue the work, or take it in-house.

**What if Ribhu Labs closes?**

You keep running. The system is built on a plain, widely used stack, not a platform of ours, and it lives in your own cloud account with your own source code. Another developer can pick it up from the documentation.

**Is it cheaper than Salesforce or HubSpot?**

Not necessarily, and we will not claim it is. The case for a custom build is fit and ownership: a workflow that matches how you work, no per-seat fee, and nothing you pay for and never use. If your process fits a standard pipeline, a subscription tool is the cheaper answer.

**Do we need a custom CRM at all?**

Maybe not. If your sales process fits a standard pipeline and your team is small, HubSpot, Pipedrive or a spreadsheet will serve you well, and we will say so on the scoping call. Build when your workflow, approvals, documents or records genuinely do not fit, or when the per-seat bill has become the price of doing it their way.

**Can you move our existing data?**

Yes, subject to access and data quality. We map the fields, resolve duplicates, test a sample import, and reconcile the records with you before the move.

**Who maintains it after handover?**

Your choice. We can keep developing it by agreement, as we do for the immigration consultancy, or hand it to your own developer with the documentation. There is no maintenance contract you have to sign.

**Where is it hosted?**

In your own cloud account, in Canada where the work calls for it: the immigration CRM runs in Azure Canada Central and the clinic CRM in AWS ca-central-1. You hold the account; we hold access only while we work on it.