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**

* **Key Features of Mergn**: Explore how the platform enables brands to engage customers through multiple channels, such as Email, SMS, Web Push, and more.
    
* **Technical Implementation**: Understand the technologies and best practices used, including React, Next.js, NestJS, PostgreSQL, AWS, and more.
    
* **Scalability & Performance**: Learn how we handled 10M+ monthly traffic with a scalable and robust architecture.
    
* **Campaign Efficiency**: See how features like targeted campaigns and journey builders reduced campaign rollouts by 50% and boosted engagement by 4x.
    
* **Real-World Impact**: Discover the measurable results achieved, such as increased conversions and retention, supported by case studies of major e-commerce brands.
    

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### **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:

* **Targeted Segments**: Identity and group customers based on behavior, preferences, and demographics.
    
* **Campaigns and Journeys**: Design tailored customer journeys specific to each customer across Email, SMS, Web Popups, Push Notifications, WhatsApp, RoboCall, and Content Cards.
    
* **Multi-Channel Engagement**: Ensure seamless communication through multiple customer touchpoints.  
    
    Some Glimpse of the Frontend:
    

![](https://cdn.shopify.com/app-store/listing_images/d5d6eb7bae4e0fbde33a6f27347d136d/desktop_screenshot/CKDZzdnB7ocDEAE=.png?height=1800&width=3200 align="center")

![](https://cdn.shopify.com/app-store/listing_images/d5d6eb7bae4e0fbde33a6f27347d136d/desktop_screenshot/CLWp2NnB7ocDEAE=.png?height=1800&width=3200 align="center")

![](https://cdn.shopify.com/app-store/listing_images/d5d6eb7bae4e0fbde33a6f27347d136d/desktop_screenshot/CJ654dnB7ocDEAE=.png?height=1800&width=3200 align="center")

### **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.](https://www.linkedin.com/posts/pashaictawards_hblpicta2024-innovators-innovatefortomorrow-activity-7244709718068187136-BvCR?utm_source=share&utm_medium=member_desktop)

![](https://cdn.hashnode.com/res/hashnode/image/upload/v1737002951495/460ccd6f-5302-41be-bbc2-01f40de65a5c.jpeg align="center")

### **Some of Our Clients**

![Client Logos](https://cdn.hashnode.com/res/hashnode/image/upload/v1736999827552/7c3a1753-1df9-47a8-bde5-fc867642b1e3.webp align="left")

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### **My Role in This Journey**

As a Full Stack Engineer, I contributed significantly to Mergn’s success by:

* **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.
    
* **Optimized Development**: Reduced time-to-market by 40% with a rapid MVP launch and improved development efficiency by 60% through standardized practices.
    
* **Team Leadership**: Led a team of developers on Frontend to ensure clean code architecture, TDD, CI/CD pipelines, and full-stack optimizations.
    
* **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](https://www.npmjs.com/package/mergn-webapp-sdk) | [Check the Shopify App](https://apps.shopify.com/mergn)
    
* **Feature Implementation**:
    
    * Anonymous user ID sync
        
    * Event and attribute tracking
        
    * Web popups and push notifications
        
    * Content cards and targeted campaigns (boosted engagement by 60% and conversions by 75%).
        
    * Notify Customers of Stock Items when In Stock.
        
* **Campaign Builder**: Developed a 7+ channel Campaign and Journey Builder, reducing user time by 50% and accelerating campaign rollouts.
    
* **Scalable Authentication**: Implemented secure multi-tenant authentication with AWS Cognito, NextAuth, and Next.js middleware, supporting 50+ users across 10+ tenants.
    

### **Key Results**

* **4x Engagement**: Personalized tags and targeted campaigns significantly boosted customer interactions.
    
* **75 to 400% increase in Conversions**: Advanced SDK features led to a measurable increase in conversions.
    
* **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.