About the company Fayni Lyody
Fayni Lyody is a Ukrainian producer of natural ice cream with a network of 100+ sales points across multiple regions. The business combines its own locations and franchise partners, so daily operations depend on clear standards, reliable reporting and role-based access to data.
Challenge: franchise operations automation
Build a single mobile operating system for every sales point in the network:
- Opening and closing shift checks for employees
- Daily revenue entry and daily/monthly reports
- Violation tracking and photo-based confirmation at points of sale
- Separate roles, branches, cities and franchise partners
- A back office for administration, analytics and bot content management
Solution: CRM and chatbot for a retail network
We built a closed Telegram bot with role-based functionality, step-by-step checklists, reminders, a knowledge base and reporting. A protected web back office became the control center for company structure, content and analytics. Telegram works as the front office for daily team operations, while the web panel manages configuration and reporting. The project included 100+ hours of management and 400+ hours of development, and the system continued to evolve after launch together with the network’s business processes.
System architecture
Chatbot type:
Platforms:
Telegram bot for employees
After login, the bot identifies the user role and shows only the functionality available to that person. Access is opened by phone number, and the role connects an employee to the correct department, city and branch. Data from different franchise partners is not mixed.
Sellers complete opening and closing checklists and attach photo confirmations for completed actions. Each step may include questions, comments, numeric values or photos, so managers receive verifiable proof rather than a formal checkbox.
Trainees get a separate onboarding flow through surveys and informational messages. The knowledge base combines information about products, equipment and service standards, turning the Telegram bot into both a working tool and an accessible instruction manual.
Administrators record violations, control shifts and receive reports by employee and branch. Breaks, violations, fuel expenses and other events immediately appear in reports, so the team no longer has to merge data manually from chats and spreadsheets.
Web panel for franchise management
A protected web panel manages the company structure, bot content, reports and advanced analytics. The panel mirrors the real business hierarchy: departments, branches, cities, partners, roles and links between them. Administrators can update system settings without developer involvement.
Departments, branches, cities, employee roles and access links are configured in the admin panel. This access model is essential for a network with different owners and responsibility zones: a partner sees their franchise, an administrator sees assigned points, and leadership sees consolidated network metrics.
Checklists are created for specific branches and roles and can include comments, photos, ratings and numeric values. Checklist questions may require a comment, image, rating or amount, which turns real operational standards into controlled digital scenarios.
The system supports 18 report types for user groups, partners, accounting and management. Reports are sent to predefined Telegram groups or directly to users: shift opening/closing, violations, daily and monthly revenue, fuel expenses and royalties by partner and city.
Separate sections show shift openings and closings, breaks, violations, fuel expenses and financial indicators. The panel also edits all bot texts and buttons, the knowledge base, trainee materials and broadcasts, so the team can update standards and scale to new locations.
CRM functionality for franchise operations
1
CRM with a Telegram front office and protected web back office
2
Roles and access control for employees, administrators and franchise partners
3
Operational checklists with reminders and photo confirmation
4
Revenue, shifts, breaks, violations and fuel expense tracking
5
18 automated report types for different channels and management levels
6
Knowledge base for employees and separate content for trainees
7
Flexible management of texts, broadcasts, entities and analytics
