Case Study: Custom CRM and Dashboard for Real Estate Insurance Claims Adjuster

Client: Confidential (Real Estate Insurance Claims Firm)
Industry: Property Insurance, Claims Management
Service: Custom CRM Development, Role-Based Access Control, Real-Time Dashboard Reporting
Technologies: React, Node.js, SQL, Role-Based Permissions, Data Visualization Libraries

The Challenge

A growing real estate insurance claims adjuster needed a custom CRM to manage a complex and highly time-sensitive workflow. The firm handled numerous client claims at different stages of the insurance adjustment process, but they lacked a centralized system to track project data, employee updates, and communication status.

The leadership team needed more than just digital file storage — they wanted a CRM that could enforce structure, track progress, and surface bottlenecks in real time.

Our Solution

Owners Media designed and built a custom CRM platform tailored to the firm’s operations, with secure, role-based access and a performance-focused dashboard that gave leadership a real-time view into team productivity and claim progression.

1. Client & Project Tracking Structure

At the heart of the CRM, we created a custom data model that allowed the client to:

• Input detailed new client information
• Attach claim-specific project data such as property address, insurance provider, claim number, and coverage type
• Assign and update claim status codes as the project moved through inspection, documentation, negotiation, and payout stages

Each claim file served as a structured, centralized record—easy to update and track over time.

2. Role-Based Access Control

To maintain security and data integrity, we implemented role-based access permissions for employees at different levels:

• Admin Users: Full access to all records, user management, and system settings
• Managers/Supervisors: Access to all claim records, ability to assign projects, leave notes, and update statuses
• Adjusters/Associates: Access only to the claims they are assigned, with ability to update files, upload documents, and log communications

This ensured clear accountability and eliminated the risk of unauthorized changes across the CRM.

3. Interactive Dashboard for Oversight and Workflow Management

We developed a powerful, real-time dashboard that served two key purposes:

• Firm-Wide Overview: Management could quickly view claim volume, progress by stage, team member activity, and communication logs across all accounts.
• Task & Process Gap Visibility: The dashboard surfaced outstanding tasks, overdue items, and inactive claims — helping leadership spot bottlenecks or breakdowns in communication and follow-up.

Filters and visualizations made it easy to drill down by team member, claim type, or project stage — giving decision-makers real-time insight into what was working and what needed attention.

The Results

• Replaced scattered tracking methods with a centralized CRM built around real business needs
• Improved claim tracking and status updates across dozens of active projects
• Reduced delays by flagging tasks and inactive files for manager review
• Empowered leadership with actionable insight via the real-time dashboard
• Increased employee accountability with role-based access and update logs

Conclusion

This project reflects Owners Media’s strength in translating real-world operational pain points into intuitive, effective digital tools. By creating a fully custom CRM and management dashboard, we helped this real estate insurance adjuster bring order, visibility, and efficiency to a high-stakes, fast-moving claims process — ultimately saving time, reducing delays, and improving client outcomes.