Automation Case Study: Building a CRM without code is totally possible!
If you're running a company, you've probably experienced this at least once. Especially from a manager's perspective, when you need to manage numerous stakeholders, individual spreadsheets keep multiplying and sheets pile up within sheets, making work tangled and complicated.
For example, when managing hospital appointments, once you factor in patients, hospitals, interpreters, contracts, and billing, a single Excel file simply can't handle it all.
If you think about updating all of this manually every day... even one small mistake becomes entirely the manager's burden.
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Three months ago, Company F reached out to us with exactly this kind of concern.
Their request was to build a hospital appointment management platform. It wasn't simply about organizing hospital appointments — the structure was much more complex.
They needed a system that could manage contract information, appointments, communication, and billing all at once for international influencers, Japanese/Chinese/English interpreters, and over 20 hospitals.
Until then, whenever appointment information came in, they had been manually organizing it in separate spreadsheets for each hospital.
You might think "doesn't everyone do that?" But for managing a single hospital, there were dozens of stakeholders using different platforms, requiring the same information to be entered multiple times. When it came to billing, even one missing entry or formula error would cause headaches.
Permission management and security were also sensitive areas, requiring separate design for each sheet to restrict access.
How Did We Build a CRM with 3 Tools?
So we approached this project by dividing it into three parts.
Channel Talk snippet development, Bubble platform configuration, and automation integration using MAKE.
- Channel Talk Snippet Development
First, we developed a separate Channel Talk snippet to efficiently handle real-time communication with customers. When checking a patient's appointment information, we designed the UI and notification structure so that the administrator (Company F) and hospital staff could communicate quickly through Channel Talk.
When an appointment message comes in, there's no need to look at a spreadsheet and copy the information — you can check appointment details and add/update appointments right from the Channel Talk screen.
- Bubble Platform Configuration
Next came the full-scale platform configuration work.
We used the no-code tool Bubble to create a structure with customizable permissions for each stakeholder — hospitals, influencers, interpreters, and administrators. We designed it so that information was separated by hospital while providing the administrator (Company F) with a unified view, and carefully adjusted the scope of information visible to each stakeholder to ensure there were no permission or security issues.
Platform screens built with Bubble, configured differently for each stakeholder's permissions.
Administrator Screen - Hospital Staff Screen - Influencer Screen - Interpreter Screen (in order)
Features by Stakeholder
Administrator (Company F): Integrated management of all hospitals / influencers / interpreters — information, status, members, etc.
Hospital: Functions to enter and view information about the hospital — appointment status / history / revenue / billing
Influencer: Functions to view performance and billing
Interpreter: Functions to apply for interpretation assignments / view billing
- MAKE Automation Integration
The last and most critical part was automation. Using MAKE, we set up notifications to the administrator (Company F) and hospital staff when an inquiry comes through Channel Talk, automatic interpreter assignment requests when a foreign customer's appointment is created, and a process where invoices and report PDFs are automatically generated based on auto-calculated data according to the billing cycle.
This process was previously done manually, but now it's completed with just one click.
What do you think? Can you see the potential of building your company's CRM with just 3 tools without any coding?
- Through Channel Talk snippet development, we reduced the likelihood of data entry errors and dramatically cut down data entry time.
- With Bubble platform development, data synchronization time across different permission levels was also dramatically reduced.
- By adding MAKE automation, notifications are never missed and time spent creating various documents is also saved.
We even shortened development time through no-code production.
Automation isn't just about saving time — its greatest merit is that it allows us to focus our energy on the work that truly matters.
In this article, we covered the overall structure and direction.
In the next installment, we'll take a closer look at the detailed features of the CRM implemented in each part and explore what advantages they offer in more depth. If you're curious about MAKE automation or CRM, definitely look forward to the next article.
to be continued...