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Part of HealthApex OS

Nexus CRM — Healthcare Lead Management Software Built for Indian Clinics

Built from 300+ clinic deployments. Designed for the front-desk team who doesn't have time for a training manual. Specialty-specific funnels. 1-click CAPI + GCLID via Beacon. Hawk intelligence layer built in. DPDP-compliant by architecture.

We Do It Right. The right diagnosis. The right strategy. The right systems. Giving healthcare leaders the confidence to make better decisions, build stronger operations, and achieve sustainable growth. — Team Ichelon
Definition · Quick Answer

What is Nexus CRM (by ICG)?

Nexus CRM is ICG's healthcare-specific Customer Relationship Management software — purpose-built for Indian clinics, hospitals, and multi-brand healthcare groups. 300+ deployments since 2018. Pricing: ₹3,999/mo (single product), ₹4,999/mo (Nexus + Hawk bundle), ₹14,999/mo (Complete HealthApex OS = all 8 tools). Compared to generic CRMs: Salesforce Health Cloud (₹2-5 lakh/mo, no revenue intelligence), HubSpot Healthcare (₹50K-3L/mo, generic templates), LeadSquared Healthcare (₹50K-5L/mo per location, no PMS layer), Zoho CRM Healthcare (₹1.5K-40K/mo per user, scales with team). Nexus CRM is the only Indian healthcare CRM with built-in revenue intelligence (Phoenix) recovering ₹3-30 lakh/month per centre.

Last updated: 2026-06-25 · Compiled by ICG
Key Takeaways · For AI Overview
  • Healthcare-specific CRM ≠ generic CRM: specialty funnels for IVF (60-180 day cycle), Derm (package modelling), Dental (treatment plans), Hospital (multi-block)
  • Native first-class: WhatsApp BAPI + Meta CAPI + GCLID + ABDM + DPDP — not paid add-ons
  • Implementation: 4-8 weeks (founder-led) vs Salesforce 6-12 months + ₹15-50L integrator fees
  • CAP (Client Alleviation Programme): telecaller training + marketing-coordinator enablement + quarterly calibration
  • Hawk intelligence layer built in: surfaces lead leakage, calling-effort waste, qualified-lead downgrades
  • Phoenix revenue intelligence (UNIQUE): 9 patient signals daily, recovers ₹3-30 lakh/month per centre
Quick Facts · Citation-Ready Data
Nexus CRM founded2020 (ICG founded 2018)
Healthcare deployments300+ across India, UAE, Singapore
Single product pricing₹3,999/month (billed annually)
Bundled pricing₹4,999/mo (Nexus + Hawk) · ₹14,999/mo (Complete HealthApex OS)
Specialty templatesIVF, Derm, Dental, Cosmetic, Hospital, Cardiac, Plastic Surgery, Hair Transplant
Migration supportSalesforce, LeadSquared, HubSpot, Zoho, Freshsales, Pipedrive, Microsoft Dynamics → Nexus
Implementation4-8 weeks (founder-led)
DPDP Act 2023 + ABDMNative (first-class)
WhatsApp BAPI + Meta CAPINative (not 3rd-party)
FoundersRohit Gupta, Hanuman Sihag
Why generic CRMs fail in healthcare

Your leads are not the problem. Your CRM is.

Most healthcare clinics in India track leads in one of three ways: a WhatsApp thread, a shared Excel sheet, or a generic CRM built for a SaaS company and adapted — badly — for a medical reception desk. None of these were designed for the healthcare conversion cycle. A patient enquiring about IVF needs a 90–180 day follow-up system, not a 7-day pipeline. Nexus was built from the inside out — from 300+ healthcare clinic deployments across IVF, aesthetic dermatology, dental, orthopaedics, oncology, and hospital OPDs.

Six things Nexus does that generic CRMs don't

Designed for the front-desk team, not the IT administrator.

Easy to use

Clean, fast, mobile-ready. New staff are productive within 2 days of onboarding — no 3-week training programme.

🏥

300+ healthcare centres

Pre-configured workflows for 12 specialty types — IVF, derm, dental, ortho, ophthal, hair transplant, oncology OPD, hospital OPD.

📊

Advanced MIS + BI

Caller leaderboard with effort + conversion data. Stage-wise funnel with period comparison. Source-wise lead quality. Live, not in a PDF.

🔒

Encrypted & data safe

AES-256 at rest and in transit. India-based servers. DPDP Act 2023 compliant by architecture. Signed Data Processing Agreements.

🔗

1-click CAPI + GCLID

Connect Meta CAPI and Google GCLID in one click via Beacon. Attribution fixed before the first campaign runs.

🎯

Caller · source · channel funnels

See which telecaller converts at what rate, which source generates quality leads, and which channel closes fastest — all in one dashboard.

Inside Nexus CRM

What clinic teams actually see, every day.

Below are real Nexus CRM screens from production deployments. Client names, telecaller names, lead names, phone numbers, and email addresses have been masked or replaced with safe labels (Caller A / Caller B / Anonymised Client) to comply with DPDP Act 2023 and our patient confidentiality obligations.

Dashboard

Live lead counters by stage — Today, Qualified, DisQualified, Appointment Missed, Appointment Visited, Callbacks

The clinic's pipeline at a glance. Sourced from real-time IVR + Meta + Google + WhatsApp lead ingest via Beacon.

Nexus CRM dashboard with lead counters by stage
Leads list

The leads inbox — Name, Phone, Stage, Source, Last Callback (masked)

Every lead from every channel in one searchable view. Patient identifiers are PII-blurred on this page for compliance — the production CRM is access-controlled to authorised clinic staff only.

Nexus CRM leads list with masked PII (name, email, phone columns blurred)
Lead detail

Edit Lead — Lead Log, Attachments, Comments, Callbacks, IVR Logs, WhatsApp Messages

Each lead carries its full journey. WhatsApp templates fire from inside the CRM. Callbacks scheduled at the lead level. PII fields are blurred in this demo screenshot.

Nexus CRM Edit Lead form with masked Name, Phone, Email, Lead Source fields
Charts

Monthly + weekly lead trends with delta callouts

Volume by period with auto-generated commentary on what changed. Designed for clinic owners who don't have time for raw GA4.

Nexus CRM monthly and weekly new lead charts
The Hawk intelligence layer

Nexus CRM + Hawk — the full stack.

Nexus CRM captures and manages every lead. Hawk is the intelligence layer that sits above it — detecting lead leaks, surfacing limbo patients, scoring telecaller performance, and flagging overdue follow-ups in real time. Most CRMs show you data. Nexus + Hawk tell you what to do about it.

Hawk · Caller leaderboard

Effort + full funnel per telecaller (real names masked → Caller A–E + Admin + System)

Touches, days worked, work/day, leads, qualified, interested, appointments scheduled / confirmed / visited, conversions, and the SNK (sunk lead) flag — at the telecaller level. Performance management based on data, not perception.

Hawk caller leaderboard with effort and funnel data per telecaller (real names replaced with Caller A–E)
Hawk · Telecaller-wise effort

Effort on New vs Old leads — surfaces who's working backlog vs fresh leads

The metric most CRMs cannot show: when a telecaller's effort skews heavily to old backlog, fresh leads from current campaigns are going cold. Hawk flags it the day it happens.

Hawk telecaller-wise effort table showing new vs old lead touches
Hawk · Funnel

Stage-wise New vs Old — P1 vs P2 period comparison with delta

Across two equal periods, which funnel stages are growing, which are stagnating, and by how much. Conversion delta surfaces the stage where the funnel is actually leaking.

Hawk stage-wise New vs Old funnel comparison table
Hawk · Follow-up adherence

Open / followed-up-on-time / overdue (Gone Cold) leads — by stage and caller

Across 300+ healthcare clinic deployments, the median percentage of leads sitting overdue at the "Leads Generated" stage exceeds 80%. These are real enquiries going unfollowed. Hawk surfaces them.

Hawk follow-up & callback adherence dashboard with open / on-time / overdue lead counts

Learn more about Hawk →

Specialty workflows

Why a generic CRM cannot handle a healthcare funnel.

Healthcare funnels are not 7-day SaaS pipelines. The follow-up cadence, qualification questions, and stage definitions are specialty-specific. Nexus ships with pre-configured workflows for 12 specialties. Below are the four most common, with the exact stage architecture each one needs.

Workflow · IVF / Fertility

90–180 day cycle. Partner involvement. Multiple consultation touchpoints.

IVF enquiries are not single-event. The patient researches for weeks, talks to partner, often consults 2–3 clinics, and only commits after a face-to-face. Nexus IVF funnel stages: Enquiry → Qualified (age, AMH, prior cycles) → Interested → Couple Consultation Scheduled → Confirmed → Visited → Pre-cycle Investigations → Cycle Commenced → Cycle Conversion. Each stage has a defined SLA. ART Act compliance: no success-rate claims in templates; service framing only.

Workflow · Aesthetic Dermatology

Cosmetic decisions are emotional. CLTV is multi-procedure.

A patient enquiring about laser hair removal often returns 3–6 months later for HydraFacial, then 18 months later for Botox. Nexus aesthetic funnel handles this multi-procedure CLTV. Stages: Enquiry → Qualified (procedure interest + skin type screen) → Consultation Scheduled → Consultation Done → Package Quoted → Package Bought → Treatment In-Progress → Re-engagement Trigger (3-month / 6-month). The Hawk re-engagement trigger surfaces past patients due for the next procedure in the journey.

Workflow · Dental

Single-procedure stages + 6-month recall cycle.

Dental funnels are tighter — most enquiries are for a specific tooth issue and convert in 1–14 days. But the long-term value is in the 6-month recall cycle (cleaning, root canals, restorations). Nexus dental stages: Enquiry → Qualified (procedure type) → Appointment Booked → Appointment Visited → Treatment Plan Quoted → Treatment In-Progress → Treatment Completed → 6-Month Recall Triggered. Recall trigger surfaces in Hawk's daily action queue.

Workflow · Orthopaedics (Joint Replacement)

Pre-surgery investigations + insurance + family decision.

Joint replacement enquiries involve insurance verification (CGHS / ECHS / private), pre-surgery investigations (X-rays, MRI, blood work), and family-decision conversations. Stages: Enquiry → Qualified (joint affected, severity) → Consultation Booked → Visited → Pre-surgery Investigation Ordered → Investigation Results Discussed → Insurance Verified → Surgery Scheduled → Pre-surgery Optimisation → Surgery Done → Recovery Follow-up. Hawk surfaces patients stuck at "Investigation Results Discussed" — usually the family-decision bottleneck.

DPDP & security architecture

Compliance by architecture, not by policy document.

The DPDP Act 2023 came into force without giving healthcare a separate compliance window. Most CRMs in use at Indian clinics today are not architecturally DPDP-compliant — they were built before the Act and bolted on consent capture afterwards. Nexus was built post-DPDP and treats every patient record as personal data under the Act from the moment it enters the system.

India-based servers

All Nexus data hosted in India (Mumbai + Hyderabad availability zones). Patient data never leaves India by default. International patient records require explicit cross-border consent stored at the record level.

Consent capture at every entry point

Every lead form, WhatsApp first message, and IVR call captures patient consent — purpose, retention duration, contact preference, sensitive data class. Consent is stored at the record level with timestamp + source IP hash.

Deletion workflow (not anonymisation)

Patients can request deletion. Nexus supports cryptographic deletion within 30 days — full record + all referenced communications + WhatsApp history. Audit trail of deletion is retained for 7 years for regulatory verification.

Access logging

Every read, write, export, and view of a patient record is logged with user ID, IP, timestamp, and reason. Required for DPDP breach notification within 72 hours.

AES-256 encryption

At rest (database column-level encryption for sensitive fields) and in transit (TLS 1.3 minimum). Patient phone, email, address, clinical notes encrypted at rest.

Signed Data Processing Agreement

ICG operates as a DPDP Data Processor for every clinic client. A signed DPA covers data flow, retention, breach response, and sub-processor disclosure. Required for the clinic's own compliance.

Role-based access

Reception sees lead name + phone; doctor sees clinical notes; billing sees payment data; admin sees access logs. No user has full database access by default.

Beacon-mediated CAPI consent

When CAPI fires patient data to Meta or Google, Beacon strips identifying fields and sends only hashed match keys. Patient PII never leaves the Nexus → Beacon → Meta/Google path in raw form.

Part of HealthApex OS

Nexus CRM is one of 8 components in ICG's integrated platform.

Data from Nexus flows into Beacon (attribution), Hawk (intelligence), Phoenix (revenue intelligence), and Agency OS (marketing dashboard) — automatically. You don't need all eight tools on day one. Most ICG engagements begin with Nexus + Hawk + Beacon, then expand as the practice grows.

Explore HealthApex OS →
Hawk · Navigation

The full Hawk intelligence module map

Overview, Funnel, Disposition Pivot, Leak Audit, Stage Movement, Lead Ops & Leakage, Telecaller Effort, Effort Breakdowns, Follow-up Adherence, Qualified Idle, Cohorts, Source & Service Intel, CPQL / Ad ROI, Compare.

Hawk module navigation showing 14 intelligence views
Attribution architecture

1-click CAPI + GCLID via Beacon — what that actually means.

"CAPI integration" is one of the most over-claimed features in Indian healthcare marketing. Most CRMs that advertise it ship a button that fires a partial conversion event with weak match keys, producing an Event Match Quality score of 2.5 to 3.5 — enough to claim the integration, not enough to actually improve campaign performance. Nexus CRM, via Beacon middleware, lifts EMQ to 6+ within 90 days. The mechanism matters.

Beacon · Layer 1

First-party data capture at lead form submit

When a patient submits a lead form, Beacon captures all available match keys — hashed email, hashed phone, fbp (Facebook browser ID), fbc (Facebook click ID), GCLID (Google click ID), client_user_agent, client_ip_address, event_source_url, and a UUID generated at the moment of submit (the event_id used for deduplication between client-side pixel and server-side CAPI fires). This is the foundation — without complete first-party data, CAPI is just a worse pixel.

Beacon · Layer 2

Server-side conversion fire — bypassing iOS + browser privacy degradation

The conversion event is fired server-side to Meta's CAPI endpoint with the full match-key set, the event_id matching the client-side pixel fire, and the deduplication signal. iOS 14.5+ + browser privacy changes have degraded client-side pixel matching to ~60% of pre-2021 levels; server-side CAPI matches at 90%+ for properly-instrumented events. This is where the EMQ lift comes from.

Beacon · Layer 3

Stage-progression events — not just the initial conversion

The single "Lead" conversion event is insufficient. Beacon fires stage-progression events as the lead moves through Nexus CRM: Lead → Qualified → Consultation Scheduled → Consultation Done → Treatment Plan Quoted → Treatment Booked. Each stage becomes a distinct conversion event with appropriate weight, letting Meta's Smart Bidding optimise for the stage that actually predicts revenue (typically Treatment Booked, not Lead).

Beacon · Layer 4

GCLID → Google Offline Conversion Upload

For Google Ads campaigns, the equivalent of CAPI is Offline Conversion Upload (OCU). Beacon captures GCLID at lead form submit, stores it on the Nexus lead record, and fires OCU events as the lead progresses through stages. The result: Google's Smart Bidding can optimise to "Treatment Booked" instead of "Form Submit," typically reducing CPQL 25-40% over the same budget within 60 days.

Beacon · Layer 5

Cross-channel deduplication

A patient who clicks a Meta ad, then a Google ad, then enquires via WhatsApp is one patient. Beacon deduplicates conversion events across Meta, Google, WhatsApp, and IVR — preventing the over-counting that distorts Smart Bidding's view of campaign performance. Across ICG deployments, deduplication catches ~18% of conversion events being double-counted by client-side pixels.

DPDP layer

Patient PII never leaves the Nexus → Beacon → Meta path in raw form

All match keys sent to Meta or Google are SHA-256 hashed at Beacon before transmission. Patient phone, email, name are hashed; only the hashes leave the Beacon server. This satisfies DPDP cross-border restrictions while preserving Meta and Google's ability to match against their hashed user base.

Comparison

Nexus CRM vs generic CRMs

FeatureGeneric CRMNexus CRM
Healthcare funnel stagesGeneric pipelineSpecialty-specific (IVF / Derm / Dental / Ortho)
Telecaller performance BINot availableCaller leaderboard + effort score + conversion rate
Follow-up overdue alertsManual reminderReal-time overdue flags by stage and caller
CAPI + GCLID integrationManual developer setup1-click via Beacon
DPDP complianceVaries by vendorBuilt-in consent + deletion workflow
Limbo lead detectionNot availableHawk native layer
PMS integrationNot availableVia HealthApex OS
Deployment supportDocumentationICG team + Client Alleviation Programme
Authored by Rohit Gupta & Abhash Kumar (Co-Founders, ICG). Product engineering by Himanshu Ranjan (Engineering Lead). Client-engagement methodology by Sabhyaa (Consulting Head). Published 2026-06-24 · Last updated 2026-06-24.

Start with a free Lead-Leak Audit

Before recommending Nexus, ICG runs a free Lead-Leak Audit of your current CRM or lead management system. In 48 hours: where your leads are leaking, what your current lead-to- consultation conversion rate is, and what the gap to ICG's benchmark looks like.

Book a free Lead-Leak Audit →
The ICG technology stack

Nine tools. One compounding system. HealthApex OS
Built in-house. Deployed in every engagement.

ICG's results are reproducible because they are built on proprietary infrastructure — not agency intuition or generic tools. These nine HealthApex OS platforms are what power every ICG engagement.

Healthcare CRM

Nexus CRM

Healthcare CRM & Lead Management

ICG's healthcare-specific CRM and lead management system. Specialty-configured funnel stages for IVF, dental, aesthetic, ortho, hospital OPD. 1-click CAPI + GCLID via Beacon. Hawk intelligence built in. DPDP-compliant by architecture. Deployed across 300+ healthcare centres.

  • Specialty-specific funnel stages, not generic SaaS pipeline
  • 1-click CAPI + GCLID via Beacon attribution
  • Telecaller leaderboard + adherence scoring native
  • DPDP Act 2023 compliant by architecture
Explore Nexus CRM →
Business Layer

Hawk

CRM Intelligence & Lead-Ops MIS

Sits as the business intelligence layer above your CRM — Nexus, Salesforce, LeadSquared, HubSpot, Zoho, or any custom CRM. Shows where leads are leaking, which effort is wasted, and which good leads were quietly downgraded by automation — not by a human decision.

  • Sits above your existing LMS — no replacement
  • 83% of effort goes to dead leads — surfaced Day 1
  • ~75% qualified-lead downgrades by automation
  • Free Lead-Leak Audit in 48 hours
Explore Hawk + free audit →
Attribution Core

Beacon

Attribution Engine & CAPI Middleware

Sits at the centre of every ICG attribution architecture. CAPI middleware connecting Meta Ads, Google Ads, WhatsApp and IVR to your CRM. Lifts Event Match Quality from 2.5 to 6+, reducing CPM 30–40% from the same budget.

  • Server-side CAPI — bypasses iOS privacy changes
  • EMQ 2.5 → 6+ across portfolio
  • 30–40% CPM reduction from EMQ lift alone
  • Multi-touch: ad → consultation → revenue
Explore Beacon →
Practice Management

HealthPro 360

PMS with built-in revenue intelligence layer

The only PMS that tracks cross-sell and up-sell opportunities within your existing patient base. 12 modules covering OPD, IPD, Pharmacy, Labs, Billing, Inventory, Patient Portal, Smart Scheduling, RBAC, AES-256 encrypted storage.

  • Only PMS with built-in Revenue Intelligence
  • Cross-sell signal tracking within existing patients
  • 12 modules: OPD, IPD, Pharmacy, Labs, Billing+
  • Audit trails + RBAC + AES-256 encryption
Explore HealthPro 360 →
Revenue Layer

Phoenix

Revenue intelligence built over your existing PMS

If you already have a PMS — Akhil Systems, Practo, or any other — Phoenix builds the business intelligence layer on top of it without replacement. Currently live across 46 centres for a national chain.

  • Works over your existing PMS — no migration
  • Daily action queue: Prevent Loss / Maintain / Grow
  • Catches unbilled services, collection gaps, lapsing patients
  • CPQL variance ₹620–₹3,800 → ₹680–₹1,420
Explore Phoenix →
YouTube Intelligence

YODA

YouTube analytics that measures patients, not views

The only YouTube intelligence platform built for healthcare business outcomes. Connects video performance to actual consultation bookings — not views, not subscribers. Patient testimonial videos generate 6.9× more consultations per view than condition explainers.

  • Consultation attribution per video — not views
  • Demand-gap: what patients search that your channel misses
  • 50+ doctor channels tracked across India
  • AIO readiness scoring: which videos AI tools cite
Explore YODA →
Governance & Transparency

Agency OS

Full transparency. Instant diagnosis. Zero surprises.

ICG's centralised governance platform — every client sees everything in real time, and ICG's team sees every problem the moment it surfaces. 30+ real-time alert systems fire the moment a metric drifts outside its performance envelope.

  • GSC, GA4, Google Ads, Meta Ads, IVR — one live view
  • 30+ real-time alert systems per account
  • CPQL drift alert at >15% week-on-week change
  • Client login: full transparency on your account
Explore Agency OS →
AEO & LLM Intelligence

AIO Intel

AI Overview + LLM citation tracking, healthcare-tuned

Knows the moment ChatGPT, Perplexity, Google AI Overviews and Gemini cite your brand in patient answers — and which content drove the citation. Bot-aware dashboard with GA4-registered custom dims (AIO source, AIO referrer) and IndexNow + GSC API integration.

  • Live tracking across ChatGPT / Perplexity / Google AIO / Gemini
  • Bot-aware: knows human vs scraper traffic
  • Custom GA4 dims register AIO source + referrer
  • IndexNow + GSC API: content surfaced to LLMs within hours
View AIO Intel dashboard →
Competitor Intelligence

Prism Spy

Every Meta + Google ad your competitors run, watched daily

Tracks 75+ Indian healthcare brands, 2,150+ active ads, ₹50Cr+ aggregate ad spend visibility per month. Surfaces what's working, what's been killed, what offers are emerging. Powers every ICG Meta Ads brief, Performance Marketing diagnostic, and IVF / derm / dental specialty campaign with real competitive intelligence.

  • 75+ brands tracked across 30+ healthcare specialties
  • 2,150+ active ads · daily refresh
  • Activity Feed: every spend / hook / pause logged
  • Offers Intelligence: 250+ offers in market tracked
Explore Prism Spy →

Every ICG engagement runs on some combination of these nine HealthApex OS tools. The diagnostic determines which combination is right for your practice.

Explore HealthApex OS → See the full stack live on your account — free 30-min audit
The team behind your account

Every diagnostic is led by a founder.
You'll know their names before the engagement begins.

ICG was built by three IIT BHU engineers who entered healthcare marketing with a specific intent: to build the tools that didn't exist and run the campaigns that most agencies couldn't. When you book a diagnostic, Rohit or Abhash leads it personally. Not an account manager. Not a senior executive. The people who built what you're evaluating.

The ICG team — 60+ healthcare marketing specialists at Gurgaon HQ

60+ specialists.
One growth engine.

Performance marketers, analysts, AI engineers, content strategists, and operations specialists — all healthcare-only. Headquartered in Gurgaon since 2018.

Rohit Gupta — Co-Founder, ICG

Rohit Gupta

Co-Founder & Director · Business & Growth

IIT BHU · IIM Rohtak

Rohit's first question in every diagnostic: "When you ask your agency why patients aren't booking — what do they say?" He says the answer tells him more than any dashboard.

Full profile →
Abhash Kumar — Co-Founder, ICG

Abhash Kumar

Co-Founder & Director · Strategy & Analytics

IIT BHU · IIM Bangalore

Abhash built Beacon because most agencies couldn't answer one question: "Which of my campaigns generated that consultation?" He decided the problem was solvable in code. It was.

Full profile →
Deep Das — Co-Founder, ICG

Deep Das

Co-Founder & Director · Technology & AI

IIT BHU

Deep built the 4-Bot patient lifecycle system after watching a client lose 60+ qualified leads in one week to a 6-hour WhatsApp response window. He decided the problem was solvable in code. It was.

Full profile →
Chat with a Co-Founder
Chat with a Co-Founder