# Business Requirements Document (BRD)
# Taskco CRM — Multi-Industry Customer Relationship Platform

> **Audience:** Business stakeholders, decision makers, investors
> **Purpose:** Why are we building this, and what does success look like?
> **Version:** 1.0 — May 2026

---

## 1. Problem Statement

Small and mid-sized businesses (SMBs) across five industries — education consultancy, real estate, pharma sales, garments export, and general sales — are forced to use generic CRM tools that speak the wrong language for their business.

A study-abroad counselor is not managing "deals." They are processing student applications through counseling, visa, and enrollment. A real-estate agent is not qualifying "leads." They are scheduling site visits and negotiating property prices.

The consequence is predictable:

- Teams resist adoption because the software doesn't match their daily vocabulary
- Onboarding takes weeks instead of hours because the terminology must be retrained
- Admins maintain spreadsheets alongside the CRM because the CRM doesn't capture industry-specific data (IELTS scores, property budgets, prescription volumes)
- Switching to an industry-specific tool means re-training the entire team and losing historical data

**The core problem:** Existing CRMs force businesses to adapt to the software. Taskco CRM adapts the software to the business.

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## 2. Business Goals

| # | Goal | Measurement |
|---|------|-------------|
| G1 | Generate SaaS subscription revenue from SMBs across 5 industries | Monthly Recurring Revenue (MRR) per tenant per industry |
| G2 | Reduce CRM onboarding time from weeks to hours | Time from tenant sign-up to first active lead logged |
| G3 | Automate routine CRM tasks (assignment, follow-up, notifications) | % of leads auto-assigned vs manually assigned |
| G4 | Enable multi-branch business management under one subscription | # of branches active per tenant |
| G5 | Retain tenants through deep industry fit — not price | Tenant churn rate at 12-month mark vs generic CRM benchmarks |

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## 3. Target Users

### Primary industries (v1)

| Industry | CRM vocabulary | Key users |
|---|---|---|
| **Study-abroad consultancy** | Applications, Enrollments, Students | Counselors, Branch managers, Admins |
| **Real estate agency** | Enquiries, Property Deals, Clients | Agents, Branch managers, Admins |
| **Pharma sales** | Doctors, Orders, Contacts | Medical Representatives (MRs), Territory managers, Admins |
| **Garments export** | Buyers, Orders, Buyer Contacts | Sales executives, Line managers, Admins |
| **General SMB sales** | Leads, Deals, Contacts | Salespeople, Managers, Admins |

### User roles across all industries

| Role | Who they are | Scope |
|---|---|---|
| **Admin** | Business owner or operations head | Sees everything — all branches, all data, all users |
| **Branch Manager** | Regional or office manager | Sees only their branch's leads, deals, team |
| **Salesperson** | Counselor / Agent / MR / Sales executive | Sees only their own assigned leads and deals |

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## 4. Success Metrics (KPIs)

### Adoption metrics
| KPI | Target (v1 launch) |
|---|---|
| Time to first lead logged after signup | < 30 minutes |
| % of tenants using CRM daily after 30 days | > 60% |
| % of leads auto-assigned (vs manually assigned by admin) | > 80% |

### Business performance metrics (per tenant)
| KPI | Meaning |
|---|---|
| Lead-to-deal conversion rate | % of leads that convert to a deal |
| Pipeline velocity | Average days from first stage to won |
| Stage drop-off rate | Which stage loses the most leads |
| Activity coverage | % of leads with at least one logged activity in last 7 days |

### Platform metrics
| KPI | Target |
|---|---|
| Tenant onboarding time (admin setup to team-ready) | < 2 hours |
| Tenant retention at 12 months | > 70% |
| Support tickets per tenant per month | < 2 (lower = platform is self-explanatory) |

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## 5. High-Level Business Workflows

These are described in business terms only. No technical detail.

### Workflow 1 — Admin activates a new tenant

1. Admin signs up, selects industry (e.g. Real Estate)
2. CRM automatically configures itself: stage names, vocabulary, fields, and automations for that industry appear
3. Admin invites the team, assigns roles
4. Team logs in and begins working — no training on "what does this button do" because the button says what their business already says

### Workflow 2 — Salesperson works a daily pipeline

1. Logs in, sees their open leads/applications/enquiries (depending on industry)
2. Reviews activity timeline — what happened last, what's overdue
3. Logs a call, email, or meeting note
4. Moves the lead forward to the next stage
5. When ready, converts the lead — a deal is created automatically

### Workflow 3 — Manager reviews team performance

1. Views branch-wide statistics: total leads, conversion rate, deal value
2. Identifies leads stuck in a stage for too long
3. Reassigns or adds a note to unblock
4. Exports weekly report for leadership

### Workflow 4 — Business flow completes end-to-end (industry-specific)

**Education example:**
> Student inquiry → Counselor assigned automatically → Application submitted → Offer received → Visa approved → Enrolled → Invoice generated

**Real estate example:**
> Property enquiry → Site visit scheduled → Offer made → Property deal opened → Payment received → Closed

**Garments example:**
> Buyer inquiry → Sample requested → Price negotiation → Order placed → Production → Shipment → Delivery

Each of these flows is defined by the industry profile. Changing the flow requires no software update — only a configuration change.

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## 6. Business Constraints

| Constraint | Detail |
|---|---|
| **Data isolation** | Each company's data must be completely isolated — no risk of one tenant seeing another's data, even accidentally |
| **No custom code per client** | Adding a new industry profile must not require PHP development per client — only JSON configuration |
| **No forced process change** | The platform must adapt to the client's existing process — not the other way around |
| **Additive updates** | Software updates must never overwrite or delete a client's customized data (stages they added, fields they renamed) |
| **Single sign-in per tenant** | All team members log into the same domain — no per-user subdomains |
| **Role enforcement** | A salesperson must not be able to view another salesperson's leads, even if they know the URL |

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## 7. What Is Out of Scope (v1)

| Out of scope | Reason |
|---|---|
| Email / WhatsApp integration | Requires third-party API setup — planned for v1.5 |
| Invoice generation | Requires SalesApp integration — planned for v1.5 |
| AI-powered recommendations | NullAiHook placeholder only — planned for v2 |
| University / Property listing catalogs | Domain-specific apps — planned for v2 |
| Mobile app | Web-only in v1 |
| Public API | No external integrations in v1 — internal Inertia only |

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## 8. Definition of Business Success (v1)

> At least one paying tenant in each of the 5 industry profiles is using the CRM daily, with no P1 bugs open for 30 consecutive days.

At that point, v1.5 work begins.