Executive summary

Bells CRM is a cloud-based platform designed to simplify care service operations by connecting care workers, clients, and families within a unified system.

As the platform grew, fragmented workflows, delayed communication, and manual processes began to limit efficiency. To address this, we restructured the system with a focus on centralization, real-time communication, and scalability.

Outcome: A reliable and efficient platform that improves coordination and supports operational growth.

The problem

Care operations involved multiple stakeholders, but the system lacked cohesion:

• Workflows were fragmented across different processes
• Communication delays affected coordination
• Scheduling relied heavily on manual effort
• The system struggled to scale with increasing demand

Challenge: Build a unified platform that enables real-time coordination while remaining scalable.

Our approach

We focused on restructuring both the system architecture and operational workflows:

• Centralized key functions such as rostering, reporting, and communication
• Enabled real-time updates using event-driven architecture (SNS, SQS, Lambda)
• Built a scalable cloud infrastructure using AWS
• Automated repetitive operational tasks to reduce manual effort

Key insights

• "We’re constantly switching between systems" → Clear need for centralization
• "Updates don’t reach on time" → Real-time communication was critical
• "Scheduling takes too much effort" → Strong opportunity for automation

Solutions

• Unified Platform: Consolidated workflows into a single system
• Real-Time Communication: Implemented event-driven updates across modules
• Process Automation: Streamlined reporting and scheduling workflows
• Scalable Infrastructure: Built a reliable backend to support growth

Impact

• Centralized operations across all stakeholders
• Faster and more structured incident reporting
• Improved efficiency in shift management and rostering
• A stable and scalable system supporting ongoing growth

The platform evolved from a support tool into a system that actively improves how care services operate.

Next steps

• Enhance UI for faster and more intuitive usage
• Introduce smarter automation across workflows
• Add analytics capabilities for better decision-making

Takeaway

This project highlights how strong system design and scalable architecture can simplify complex, multi-stakeholder operations.

At Codigo Mantra, we build platforms that are structured for today’s needs and ready for tomorrow’s growth.