CRM and customer journeys
Every customer, from first enquiry to repeat booking, in one place.
I map how customers move through your business, then set up a CRM that follows them all the way: enquiries, quotes, jobs, reviews and repeat work. Follow-ups go out automatically, your existing data comes with you, and your team is trained to use it.
For businesses whose customers slip through the gaps between enquiry, quote, job and repeat work.
Sound familiar?
- —Enquiries are spread across inboxes, phones and paper.
- —Nobody knows who last spoke to a customer.
- —There's no follow-up after a quote or a job.
- —Past customers never hear from you again.
- —You pay platforms for customers you should already own.
What's included
- —A customer journey map, built with your team
- —A CRM set up around how you work, or custom-built where needed
- —Sales and service pipelines
- —Email and SMS follow-up sequences
- —Your existing data moved across from spreadsheets and old systems
- —Reporting, and training for your team
What I build
The problem, and the fix built for it.
The problem
Enquiries in five different places
The fix
Every enquiry lands in one CRM, assigned to the right person.
The problem
No record of who spoke to whom
The fix
A full history for every customer, visible to the whole team.
The problem
No follow-up after a quote or job
The fix
Automatic email and SMS for quotes, bookings, reviews and repeat work.
The problem
Past customers forgotten
The fix
Service reminders and win-back messages based on each customer's history.
How it works
- 01
Map the journey
We trace how customers find you, buy and come back, with your team.
- 02
Fixed quotation
A clear scope and fixed price before anything starts.
- 03
Set up and move data
Your CRM is built, follow-ups written and existing data brought across.
- 04
Train and launch
Your team learns the new way of working, and it goes live.
Recent work
Transformation project · HVAC
Full digitisation for an HVAC business with a team of 50.
- —Service bookings rebuilt from the ground up
- —Automatic reminders in place of manual chasing
- —Data cleaned up and kept accurate across the business
How it connects
Questions about crm and customer journeys
Yes, where it does the job. If it doesn't, I'll recommend a change or build what's missing.
Yes. Spreadsheets and old systems are cleaned up and brought across as part of the set-up.
Yes. Customer data is stored securely, access is limited to the people who need it, and marketing respects opt-outs.
It's built around how they already work, and everyone is trained before it goes live.
Any subscriptions or running costs are set out clearly in your quotation.
Yes. Everything is quoted to your business after a short call or brief, so you know the scope and price before anything starts.
Get a quote
Tell me what you need.
A few details is all it takes. You'll get a reply within one working day and a fixed quotation before anything starts.
Enquiry · Your business
1 / 5
What is your business called?
If you're pre-launch, the working name is fine.