B2B lead and case management platform

The problem

A B2B platform was leaking inbound leads across teams. Sales, engineering, commercial, and ops each had their own view, no shared SLAs, and no audit when a case bounced between departments. A 28 second kanban load and a slow auth path made the product feel broken even when the workflow was correct.

The solution

Designed a department-aware lead and case model with explicit ownership, SLAs, and an immutable audit log. Built AI-assisted routing that proposes the right team and next step from the case content, with a one-click human override. Tuned the AWS Lambda fleet (memory, ARM64 Graviton) and rebuilt the kanban to paginate and stream, taking the worst page from 28 seconds to interactive in under 2. Added React.memo and selector-level memoization across the hot paths.

Architecture

Stack

Outcomes