Automate Your Customer Journey from Lead to Renewal
Process automation connects your CRM to your other tools, triggering real-time actions without manual entry. It centralizes data from lead capture to support, creating a single view of every customer relationship.
Syntora helps small businesses streamline their customer journey processes by automating interactions within their CRM and other tools. Syntora's approach involves engineering custom systems that integrate existing platforms and use AI, like Claude API, for tasks such as lead classification and support ticket routing. This allows for tailored solutions that manage system state and data flow without relying on predefined product features.
Syntora designs and engineers custom automation systems that go beyond basic notifications. This can involve using AI to qualify leads, routing support tickets based on email content, or syncing order data from an ERP system directly into your CRM. The complexity of these systems depends on the number of existing tools to connect and the sophistication of the required business logic. For example, we've developed document processing pipelines using Claude API for financial documents, and similar patterns apply to automating customer journey documents like intake forms or support requests. Building such a system typically takes 6-10 weeks, depending on the number of integrations and the complexity of the data transformations. Clients would need to provide API access to their existing systems and define their desired workflow logic.
What Problem Does This Solve?
Most teams start with their CRM's native workflow tools, like HubSpot Workflows. These are fine for basic email sequences but fail with external logic. They cannot call an external API to check if a new user has completed an onboarding step in a product database. You end up with generic onboarding sequences that fire even after the user is fully active.
When native tools fail, teams turn to platforms that connect apps. But a multi-step workflow for customer onboarding gets expensive. A new user signs up (trigger), you enrich the lead (task 2), create a CRM record (task 3), check a database for activation (task 4), and send a tailored email (task 5). At 400 new users a month, that is 2,000 tasks, pushing you into a pricey plan for one workflow.
The fundamental issue is state management. These platforms cannot track if a user has completed three key actions over five days. You end up building fragile, time-delayed workflows that often fail or trigger incorrectly, sending welcome emails to customers who have been active for a week. The lack of a central database makes these automations brittle.
How Would Syntora Approach This?
Syntora would start an engagement by mapping the entire customer journey, from initial lead capture to post-sale support. We would design the system to use Supabase as a central state-tracking database, logging every customer interaction. This Postgres database would serve as the single source of truth, managing system state where simpler point-and-click tools often encounter limitations. All system events would be recorded using structlog to facilitate debugging.
The core of the system would be a custom FastAPI application. This application would listen for webhooks from your website, CRM, and other relevant platforms. For instance, when a new user signs up, a webhook would trigger an API endpoint. A Python function would then asynchronously call the Claude API to classify the lead's role from their email content, write this data to Supabase, and update the CRM record via its REST API.
For post-sale automation, another endpoint would be configured to process inbound support emails. The Claude API would be used to analyze email sentiment and triage the issue into predefined categories. The system would then create a ticket in your CRM, assign it to the appropriate agent based on configurable routing rules, and post a notification to Slack.
The FastAPI application would be deployed on AWS Lambda, allowing for consumption-based pricing and scaling. We would configure CloudWatch alarms to monitor API performance, triggering Slack alerts if, for example, the error rate exceeds a defined threshold or p99 latency goes above acceptable limits. As a deliverable, clients receive the full source code of the system, hosted in their company's GitHub repository, ensuring full ownership and transparency. Typical build timelines for this type of system range from 6 to 10 weeks, depending on the number of integrations and the complexity of the custom logic required.
What Are the Key Benefits?
From Zero to Automated in 4 Weeks
Your core customer journey workflows are live in under a month. The entire build, from discovery to deployment, is a 20-business-day sprint.
Pay Once, Not Per User Forever
A fixed-price project and low monthly hosting on AWS. No recurring per-seat SaaS fees that penalize you for growing your team.
You Get the Keys and the Blueprints
We deliver the complete Python source code to your company's GitHub account. You own the system outright with no vendor lock-in.
Alerts Fire Before Customers Complain
We use structured logging with structlog and AWS CloudWatch alarms. You get a Slack alert if error rates spike, so we can fix issues proactively.
Connects Any API, Not Just Pre-Built Apps
We write custom integrations using httpx for any tool with a REST API, from industry-specific ERPs to your internal product database.
What Does the Process Look Like?
Week 1: System Mapping & Access
You provide API keys for your CRM and other tools. We hold a 2-hour workshop to map every trigger and action in the customer journey.
Weeks 2-3: Core System Build
We build the core automation engine as a FastAPI application and set up the Supabase database. You receive daily updates and access to the private GitHub repo.
Week 4: Deployment & Testing
We deploy the system to AWS Lambda and connect the webhooks. You test the full workflow with live data while we monitor the logs.
Post-Launch: Monitoring & Handoff
We monitor system performance for 30 days post-launch. You receive a final runbook with architectural diagrams, API documentation, and troubleshooting guides.
Frequently Asked Questions
- How is a project scoped and priced?
- Pricing depends on the number of systems to integrate and the complexity of the business logic. A two-system integration (e.g., website to CRM) with simple lead routing is a 2-week build. Connecting a CRM, ERP, and support desk with AI-based triage is a 4-week build. We provide a fixed-price quote after a discovery call.
- What happens if an API call to my CRM fails?
- We build in automatic retries with exponential backoff for transient network errors. If an API call fails three consecutive times, the event and its payload are written to a dead-letter queue in Supabase. We get a Slack alert and can manually replay the failed event after fixing the root cause, ensuring no data is lost.
- How is this different from hiring a Zapier or Make expert?
- Those experts build on a platform you do not own, using pre-built connectors. We build a production system from scratch that you own completely. This allows for complex, stateful logic, custom error handling, and direct database integrations that are impossible on no-code platforms. It is real engineering, not workflow configuration.
- Where does the 'AI' part come in?
- We use the Claude API for tasks that require language understanding. Examples include summarizing long email threads into a CRM note, categorizing support tickets based on user intent, or extracting structured data like names and order numbers from unstructured text. It replaces manual human judgment for specific, repeatable tasks.
- What does the optional maintenance plan cover?
- The flat monthly plan covers up to 5 hours of developer time. This is for handling API changes from your software vendors, fixing bugs, making small logic adjustments, and re-deploying the system. It also includes proactive monitoring of all system components. Book a discovery call at cal.com/syntora/discover to discuss.
- Who owns the data that flows through the system?
- You do, completely. The system is deployed on your own AWS infrastructure, and the data is stored in your private Supabase instance. Syntora only has access for the duration of the build and maintenance period via shared credentials. We never store your customer data on our own systems. You have full control.
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