Optilead — multi-tenant lead-management CRM for OWCP clinics
Multi-tenant CRM for OWCP healthcare clinics that unifies web-form, inbound SMS, and IMAP email leads into a single deduped pipeline with calls, SMS, email, AI assist, appointments, and conversion analytics — so no lead falls through the cracks.
The problem they were stuck in
OWCP clinics were losing leads across siloed channels (forms, texts, inboxes) with no unified pipeline, no visibility into time spent per lead, and no escalation when leads went stale. Specialists juggled tools; managers couldn't see where conversion broke down.
The shift
- Three-channel intake (public web form, Twilio SMS webhook, per-clinic Zoho IMAP poll) with Gemini structured-field extraction and dedup tracker
- Kanban pipeline with admin-configurable per-tenant stages and drag-to-status with realtime socket broadcast
- Per-section time-on-lead tracking so managers see where specialists actually spend time
- Browser WebRTC outbound calling via Twilio Voice SDK with supervisor listen-only monitoring on a separate TwiML app
- Auto-downloaded call recordings analyzed by Gemini for compliance/QA, summarized into the activity timeline
- AES-256-GCM encryption of PII at rest via Sequelize getters/setters
- 5-role RBAC: admin, team manager, intake specialist, clinic owner, clinic staff
- Stale-lead escalation cron + DB-persisted in-app notifications + email reminders via ZeptoMail
The outcome
Node.js + Express API with Sequelize on PostgreSQL (Cloud SQL). React frontend. Deployed to GCP Cloud Run with per-env scaling, Cloud Armor WAF in prod, regional HA Postgres, and Secret Manager for credentials. Vertex AI / Gemini via Application Default Credentials. Twilio Voice + Messaging for unified comms. Socket.IO for realtime. ZeptoMail SMTP for transactional + reminder email. Terraform-managed infrastructure across staging and prod.
Wins along the way
- Single deduped pipeline across web form, SMS, and email — no lead lost across channels
- Live KPI dashboard + team productivity leaderboard for managers
- Stale-lead escalation surfaces neglected leads automatically before they go cold
- Supervisor call monitoring lets team managers coach specialists in real time
- Per-lead AI chat scoped to that lead's context speeds up specialist research
- HA prod: regional Postgres, Cloud Run autoscaling 1–10 instances, 90-day recording retention, Cloud Armor enforced
- Multi-tenant from day one — many clinics on a single instance with per-tenant numbers, mailboxes, and pipeline stages
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