WCWCW CRM

Introduction

WCWCW CRM is a full-featured, real-time customer relationship management system built from scratch for the Washington Center for Women and Children's Wellness. It is the central hub for staff to manage patient leads, communicate across channels, handle digital paperwork, and stay on top of follow-ups, all from one dashboard.

The public-facing website for WCWCW is at wcwcw.org (not built by me); I built the CRM software used by staff internally.

Staff Dashboard

Patient Tracking Board

A drag-and-drop board (similar to Trello) lets staff track patients through customizable journey stages. Cards move between columns as patients progress. Staff can add patients individually or bulk upload via spreadsheet.

Multi-Channel Messaging

Staff communicate through live chat, email, and SMS from a unified inbox, switching channels as needed. Messages support attachments: images, documents, video, and audio.

Dynamic Form Builder

Administrators create custom digital forms with multiple question types (text, multiple choice, dropdowns), assign forms to specific patient stages, and set expiration windows. Completed forms are viewable in-browser with a live PDF preview.

Digital Signatures

Patients can sign by uploading a file, typing their name, or drawing on screen.

Fax Management

Incoming faxes are received and displayed in the system. Staff can view a fax and attach it to the correct patient record.

Reminders

Staff schedule date-and-time reminders per patient so follow-ups are not missed.

Real-Time Notifications

Instant alerts for new patients, form submissions, incoming messages, or received faxes. Each notification links directly to the relevant patient or conversation.

User & Access Management

Administrators create staff accounts and control which patient stages each person can see, so teams only access the patients they own.

Group Messaging

Send one message (with optional attachments) to all patients in a specific stage at once.

Message Shortcuts

Save reusable templates for common replies and insert them into conversations in one click.

Patient-Facing Experience

Guided Chatbot

A conversational chatbot on the organization’s website walks visitors through common topics like insurance, providers, scheduling, and virtual vs. in-person visits, collects information, and hands off to live staff when appropriate. It respects business hours and handles after-hours inquiries gracefully.

Identity Verification

Patients verify identity with a one-time code before connecting to live chat.

Bot Protection

Captcha integration reduces spam and abuse.

Digital Forms

Patients receive a secure link (via chat, email, or SMS) to complete custom forms with signature support. Progress auto-saves if they navigate away.

Pre-Call Scheduling

Patients choose a preferred callback slot from available weekday options.

Summary

WCWCW CRM ties together pipeline visibility, omnichannel communication, compliant documentation, and a modern patient entry experience so the center can operate from a single, staff-first system.