Enquiries arrive, but leads slip through the cracks. Two teams grab the same one. “That never reached me” is a weekly sentence. The reports do not match what is really happening. You are ready to scope the build.
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SolutionsCRM and automation
Solutions · CRM and automation
We set up the CRM so every inquiry has an owner, a next step, and a deadline. Ownership first, then automation. Automating a broken process just makes the chaos faster.
Bring: which CRM you use today, one place where work keeps getting dropped, and roughly how many enquiries you get a month. If the site or the number of enquiries is the real limit, we say so before we scope a CRM build.
Before you scope CRM work
Enquiries arrive, but leads slip through the cracks. Two teams grab the same one. “That never reached me” is a weekly sentence. The reports do not match what is really happening. You are ready to scope the build.
Request a project callYou might not be getting enough enquiries. A first-time visitor might not be able to tell what you do. Sales and marketing might still be arguing about what “qualified” means. Start lighter, so you do not automate around the wrong problem.
Get a free homepage reviewWhat CRM and automation includes
It only holds up if all six work together: where leads arrive, the stages, who owns what, follow-up, reminders, and the weekly view. We build them together, not as a checklist of separate parts.
We map every way work reaches you: web forms, phone, email addresses, chat, Local Services Ads, and partner referrals. Then each one goes to a named person by service, area, and specialty. Every route has a reply deadline and a backup if that person is out.
No enquiry sits in a shared inbox. Every one has a person, a deadline, and enough detail to act on.
We rebuild your list of live leads around the stages your front line actually uses. We write down what "new", "qualified", "scheduled", and "won" mean on a Tuesday afternoon. Then required fields stop anything half-empty from moving forward.
The report matches what is really happening. Side spreadsheets and private email threads start to disappear.
We write down who owns each lead at each stage, and what has to travel with it when it moves to another team. Then we set up the CRM so the next person gets what they need, not a cold "FYI".
No more "that never reached me". Every move has a named receiver, a checklist, and a clock.
We build follow-up messages around the reply times you set. They stop the moment a teammate replies, books the job, or closes the record. An automated message never lands in the middle of a real conversation.
The messages help your team finish the next step. They do not flood people, or contradict what your rep just said.
We set up the reminders that status meetings used to cover. A task when a lead hits a stage. A ping when one goes quiet. A daily "needs attention" list for each person. And someone to escalate to when a deadline slips.
People know what to work on today without chasing a spreadsheet. Managers see things slipping before it piles up.
We build the reusable messages. Then the three to five dashboards you make decisions from each week: how fast you replied, what moved stage, what went quiet, and the results your business already runs on.
You see it the week something slips, not the quarter. The weekly review becomes a decision, not a dig through history.
When CRM and automation is the right move
How we work
Every CRM build runs through the same four steps. Slow to start, then quick once ownership and definitions hold. Get those right before you automate anything.
We write down who owns a lead at every stage, from first contact through to close. Not "whoever sees it first". Not "one of us will grab it". A name and a backup, agreed before we touch the CRM.
Every move between marketing, sales, service, and operations gets a named receiver, a checklist of what travels with the lead, and a reply deadline. We write it all down before we build any of it.
The moves that happen the same way every week get automated: stage tasks, reminders, who picks a lead up, ready-made replies. Judgment calls stay with people, on purpose.
How fast you replied. Whether stages moved honestly. Whether work passed between teams cleanly. And the results your business already runs on. Not email opens. Not "workflows enabled".
Automation multiplies whatever rules you already have, good or bad. So we fix the rules first.
The CRM system
Break one link and the whole thing stops working. Most CRM failures are not bad software. They are a broken link between the enquiry and the person who should have answered it.
Every source writes to one record with the source still attached: form, phone, email, chat, Local Services Ads, partner. No shared inbox in the middle.
If this breaksIf one source still lands in a team inbox, leads get lost at the front door and the volume hides it.
Every new lead gets a named owner and a deadline within minutes. Not a list "the team" watches. Not "whoever is online".
If this breaksIf "the team" owns it, nobody owns it. The lead that needed a call today is forgotten by Friday.
The first reply, the next step, and any automated messages all sit under one named person. The automation helps them finish the step. It does not replace them.
If this breaksIf messages keep sending after a teammate replied or booked the call, the customer stops trusting you, and your team stops trusting the tool.
Stage moves, reply times, and results feed the same weekly view your team already uses. Not a separate reporting database.
If this breaksIf the weekly view does not show what has gone quiet, that becomes a surprise in the quarterly revenue meeting.
The weekly report says what to fix next: a broken routing rule, a dead follow-up message, a stage with no clear exit, or a move between teams that keeps stalling.
If this breaksIf the report does not drive a decision for next week, it is not the right report. It is dashboard decoration.
CRM and automation proof
Each one says what was breaking, what we built, and what changed in ownership, reply times, or booked work.
Featured CRM + ops buildEducation, enrollment ops
Common questions
Not if the CRM, the routing, or the follow-up is clearly what is breaking, and your leaders already agree on who owns what. If you are simply not getting enough enquiries, or a first-time visitor cannot tell what you do, or your leaders still disagree on ownership, we say so before taking the project. Then we point you to reviews and audits, Website design, or a free homepage review first.
We build inside what you already run: HubSpot, Salesforce, Pipedrive, Zoho, Airtable, Monday, GoHighLevel, Copper, an industry CRM, or a light setup connected with Zapier, Make, or built-in integrations. We only suggest switching when your current system genuinely cannot do the job. If we do, we spell out the risk, the timeline, and who looks after it after launch.
Both, when that is the right move. Most projects include new or rewritten routing rules, plus a written table of who owns what. You also get reply deadlines with someone to escalate to, reworked stages and fields, and the tasks and alerts around them. Tidying up on top of unclear ownership just speeds up the wrong work.
If a move happens the same way every week, it gets automated: stage tasks, reminders, who picks a lead up, first-reply templates, status pings. If it needs judgment, it stays manual: qualifying calls, pricing exceptions, difficult conversations, odd routing. In those cases the automation passes the work to a person cleanly instead of trying to replace them.
Yes. A CRM build without templates, internal alerts, and a small set of weekly dashboards is only half the job. You get the reusable messages (first reply, reschedule, won, lost, getting back in touch), the internal alerts on Slack, email, or text when a lead goes quiet, and three to five dashboards tied to real decisions: reply speed, stage movement, what has gone quiet, and the results your business already tracks.
Admin access to the CRM, any email or marketing tool involved, the website or form platform that creates the records, any phone, chat, or Local Services Ads systems that bring work in, and one named person on your side who can approve changes to fields, stages, and automation. If any of those do not exist yet, we set them up in week one.
We build in a separate copy where we can. Then we run the routing and the follow-up on real records that are flagged as tests. Then we launch quietly with one team before switching it on for everyone. Every routing rule, stop rule, and escalation path is written down with a named owner, so nothing goes live that your team cannot explain or undo.
Either works. Most are a fixed project, usually 6 to 12 weeks to rebuild routing, stages, ownership, and the first round of automation and dashboards, with a short window after launch to prove it works and train your team. If you want ongoing help as things change, we move to a small retainer. No lock-in.
Next step
Bring your CRM, one place where work keeps getting dropped, and roughly how many enquiries you get a month. We rank the first 60 to 90 days of work across intake, ownership, stages, follow-up, and reporting, so you see a price before you commit.
If the number of enquiries, the site, or a disagreement between your leaders might be the real problem, start lighter. We do not open a CRM project around a target nobody has written down.