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Medical CRM/ERP

SMT Clinic Medical Center

A CRM/ERP system for one of the largest medical centers in the Ural Federal District. Built on a microservices architecture with minimal module coupling, the service implements a unified interface for managers, automatically collecting and processing incoming requests from all channels.

Viacheslav UstinovFullstack: Next.js, Zustand, FastAPI, Django, Postgre, Redis, Kafka

More information about the service

It is deeply integrated with the Hospital Information System (HIS) and adheres to stringent patient data security standards while delivering high performance, scalability, and ease of modification.

Architectural Style Selection: Optimization for Local Business

When selecting an architectural style for our system, which serves a limited number of users within a local business context, scalability and high performance are not the primary drivers. Instead, priority is given to the following critically important aspects:

System Reliability: Ensuring uninterrupted operation and service availability.
High Data Preservation: Guaranteeing the integrity and confidentiality of critical information, including personal user data and medical information. Special attention is paid to compliance with regulatory data protection requirements.
Ease of Functional Scaling and Development Speed: The ability to quickly and easily add new functionality and adapt to changing business requirements.
Ease of Component Deployment and Testing: Optimizing CI/CD processes to ensure fast and reliable software delivery.
Development Resource Economy: Minimizing development and maintenance costs, given that all CRM and related web application matters are handled by a single specialist.

Considering these requirements, the choice fell on a Service-Based architecture. Within this approach, backend components are implemented as fully functional, autonomous quanta, each possessing a broad area of responsibility while being strictly limited to a specific business domain.

For instance, chat functionality is separated into an independent service, while call handling and request processing are combined into a single, monolithic backend module.

It is important to note that each service, if necessary, can utilize its own dedicated database, unrelated to the databases of other services. This achieves strict data segregation and prevents unwanted overlap of entities from different domains.

This architectural style has proven its effectiveness in operation, allowing for flexible development and testing of the complex backend application while maintaining high standards of reliability and data security.

CRM Integrations with Other System

CRM Integrations with Other Systems

As part of our work with the CRM, the following have been implemented:

integrations with HIS (Hospital Information System) to obtain up-to-date doctor schedules;
with the main web application to receive all types of appointments and callback requests;
with all medical aggregators;
for integration with sources that could not provide an API interface, a small mail service for parsing messages was developed (https://github.com);
with UIS IP telephony, including for receiving missed calls, which are formed into a separate task feed.

Frontend of the CRM System

The CRM system’s frontend is built on a modern stack using Next.js and Zustand. To accelerate interface development and shorten delivery times, the UX is based on the Mantine UI library. Within the user interface, interactive data updates in real time via WebSocket connections to an API gateway implemented with asynchronous FastAPI.

CRM System Backend

The system's backend is developed on the FastAPI framework and features a modular architecture divided by domain areas. Key modules include user administration, call and request processing, and an integrated chat. Auxiliary services for receiving and preprocessing requests are implemented in Rust. Redis is used for queue management, and PostgreSQL serves as the primary database for all services.

Economic Appeal

From a business standpoint, our in-house CRM/ERP delivers clear economic advantages over off-the-shelf solutions. First, the total cost of ownership (TCO) is lower: there are no licensing fees or per-user subscriptions. Second, deep customization of the “single-window” workflow and direct integration with the SMT Clinic HIS are achieved without expensive third-party API adaptations or vendor lock-in risks.

Market analysis revealed that no existing CRM/ERP platform simultaneously meets these criteria:

Fine-grained alignment with the clinic’s business processes and organizational structure;
Stringent patient data protection in compliance with GDPR and Russian Federal Law 152;
High throughput under peak loads;
Ease of operation, automated migrations, and CI/CD pipelines;
A unified interface for all managers without context switching.

Attempts to bolt on missing functionality to commercial products either compromised security and performance or drove support costs sky-high due to vendor negotiations. Our custom CRM/ERP, by contrast, guarantees transparent development budgets, faster time-to-market for new modules, and reduced dependency on external vendors.