In this blog, I’ll walk you through my development journey of a Customer Engagement Platform (CEP) called Mergn. I’ll highlight its transformative features, challenges, and innovative solutions implemented to build a scalable, high-performance product. By the end, you'll understand how Mergn revolutionizes customer engagement and retention for major brands.
Note: This Blog is in Active development……
Customer engagement is the backbone of modern businesses. With Mergn, brands can enhance customer loyalty and lifetime value through intelligent segmentation, personalized campaigns, and multi-channel communication. This platform optimises business operations and delivers exceptional customer experiences, making it a valuable case study for developers, product managers, and business owners alike.
Building a world-class Customer Engagement Platform involves leveraging state-of-the-art technologies to create seamless, scalable, and secure solutions that drive business growth.
Takeaways from This Blog
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Key Features of Mergn: Explore how the platform enables brands to engage customers through multiple channels, such as Email, SMS, Web Push, and more.
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Technical Implementation: Understand the technologies and best practices used, including React, Next.js, NestJS, PostgreSQL, AWS, and more.
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Scalability & Performance: Learn how we handled 10M+ monthly traffic with a scalable and robust architecture.
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Campaign Efficiency: See how features like targeted campaigns and journey builders reduced campaign rollouts by 50% and boosted engagement by 4x.
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Real-World Impact: Discover the measurable results achieved, such as increased conversions and retention, supported by case studies of major e-commerce brands.
Helping Brands Build Stronger Customer Relationships
Mergn is a state-of-the-art Customer Engagement Platform designed to help brands accelerate conversions, improve retention, and increase customer lifetime value. By leveraging our experience scaling online businesses and building world-class technology, Mergn has delivered remarkable results for its partnering brands. The platform empowers businesses to build meaningful customer relationships through:
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Targeted Segments: Identity and group customers based on behavior, preferences, and demographics.
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Campaigns and Journeys: Design tailored customer journeys specific to each customer across Email, SMS, Web Popups, Push Notifications, WhatsApp, RoboCall, and Content Cards.
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Multi-Channel Engagement: Ensure seamless communication through multiple customer touchpoints.
Some Glimpse of the Frontend:
Achievements
Mergn’s excellence was recognized with a Gold award at the HBL PASHA ICT Awards 2024, Pakistan’s largest IT award event. See more about this achievement here.
Some of Our Clients
My Role in This Journey
As a Full Stack Engineer, I contributed significantly to Mergn’s success by:
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Development and Maintenance: Built, tested, and documented features using technologies like React, Next.js (14+ App Router), NextUI, Tailwind, TypeScript, Nx Microservices, NestJS, PostgreSQL, and AWS.
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Optimized Development: Reduced time-to-market by 40% with a rapid MVP launch and improved development efficiency by 60% through standardized practices.
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Team Leadership: Led a team of developers on Frontend to ensure clean code architecture, TDD, CI/CD pipelines, and full-stack optimizations.
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Shopify App & SDK Development: Single-handedly developed the Mergn Shopify App and TypeScript Web SDK, handling 10M+ monthly traffic across 10+ major brands like Domino’s Pizza, Broadway Pizza, Naheed.pk, and more. Explore the NPM SDK | Check the Shopify App
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Feature Implementation:
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Anonymous user ID sync
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Event and attribute tracking
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Web popups and push notifications
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Content cards and targeted campaigns (boosted engagement by 60% and conversions by 75%).
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Notify Customers of Stock Items when In Stock.
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Campaign Builder: Developed a 7+ channel Campaign and Journey Builder, reducing user time by 50% and accelerating campaign rollouts.
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Scalable Authentication: Implemented secure multi-tenant authentication with AWS Cognito, NextAuth, and Next.js middleware, supporting 50+ users across 10+ tenants.
Key Results
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4x Engagement: Personalized tags and targeted campaigns significantly boosted customer interactions.
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75 to 400% increase in Conversions: Advanced SDK features led to a measurable increase in conversions.
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50% Faster Rollouts & Easy UX: The multi-channel Campaign & Journey Builder streamlined processes, saving users time, and allowing non-technical users to build complex segments, and logical conditions.
Mergn exemplifies how technology and thoughtful engineering can redefine customer engagement, setting a benchmark for innovation in the industry.