Howdy all! I am working on a custom CRM project right now for a client and this is actually my first CRM build. I have a decent amount of experience using CRMs over the years and have really tried my best to incorporate as many helpful features as possible.

I am obviously not completely at liberty to add whatever I want since this is something I am coding for someone else, but I do have quite a bit of control and sway as far as my input, just because the client's themselves are unfamiliar with exactly what finer details they want and need. I wanted to inquire here if anyone has any must-have CRM features they love that might be a positive addition to this project that I am not aware of. Currently we having the following functionality:

• Lead management
• Public lead intake plus manual lead creation
• Lead statuses: New, Scheduled, In Progress, Canceled with broader internal mappings including follow-up/completed
• Lead search, filters, archived vs active views
• Lead fields for service, device, preferred date/time, visit type, requester type, issue, summary, notes
• Tech assignment and workload visibility
• Lead notes/history
• Dashboard and operations visibility
• Lead volume/activity graph
• Pipeline overview by status
• New customer overview
• Technician workload summary
• Embedded calendar view
• Customer CRM
• Customer profiles separate from leads
• Contact info, address, preferred contact method
• Membership tracking: active membership, plan, start date, renewal date, membership notes
• Customer status tracking: Active, Follow Up, Completed, Inactive
• Customer notes with visibility controls for techs vs admin-only
• Ticket history attached to each customer
• Archive customer flow
• Ticket/case management
• Dedicated tickets section
• Ticket numbers/case references
• Ticket status, priority, assigned tech, schedule, device, issue, outcome/resolution
• Search/filter tickets across customers
• Billing and payments
• Outstanding balance tracking
• Missed payment / billing follow-up flags
• Payment status and method tracking
• Run card in CRM via Stripe
• Invoice generation
• Billing document area for invoices and receipts
• Payment audit ledger
• Staff/ops management
• Staff directory
• Roles and permissions
• Branch / territory / manager hierarchy
• Dispatch/reporting access flags
• Tech-specific performance exports
• Security / compliance / control
• Role-based access for owner, admin, developer, regional manager, territory manager, tech
• Notifications drawer/activity alerts
• Audit log for profile changes, lead updates, note actions, payment changes, deletes
• CSV exports
• Password management
• Cleanup/admin tools for deleting records and clearing audit history

I am curious, is there anything you guys could suggest adding to this project? Please feel free to ask anything you like and I would be happy to elaborate on it.