CRM and automation
Every enquiry recorded, owned and followed up — without anyone remembering
Most businesses lose more revenue between the enquiry and the reply than they lose in the ad auction. It is invisible because nothing is counting.
The lifecycle we build
Enquiry lifecycle: arrives, recorded, acknowledged, assigned, followed up, outcome recorded, reported.
- Enquiry arrives — source captured at the moment it lands.
- Recorded — one record, one owner.
- Acknowledged — automatic, within minutes.
- Assigned — a named person, not a shared inbox.
- Followed up — task created whether or not anyone remembers.
- Outcome recorded — won, lost or no contact — always recorded.
- Reported — response time and outcome by source.
Audit to solution
What the audit finds in lead handling
Enquiries live in an inbox, a phone, a message thread and a spreadsheet at the same time.
- Costs you
- There is no way to know how many enquiries the business received, so there is no denominator for any conversion rate anyone quotes.
- We do
- One system of record that every channel writes into, with the source captured at the point of arrival.
Nobody knows how long an enquiry waits for a first reply.
- Costs you
- Slow responses lose deals silently, and because nobody measures the delay, the loss is attributed to price or competition instead.
- We do
- Automatic acknowledgement on arrival plus a recorded first-response time on every enquiry.
Follow-up depends on an individual remembering, and stops entirely when they are away.
- Costs you
- Pipeline goes quiet at predictable times and nobody connects the dip to the absence that caused it.
- We do
- Automated task creation and reminders tied to the record, not to a person's memory.
Data is re-typed between systems by hand.
- Costs you
- Every re-entry introduces errors and delay, and the two systems slowly disagree until neither is trusted.
- We do
- Integrations so the record moves once and stays consistent, with the manual step removed rather than documented.
What we implement
The pieces that make the lifecycle run
System of record
One place every enquiry lands, whatever channel it came from.
Intake capture
Forms, calls, messages and walk-ins recorded with source and timestamp.
Acknowledgement
An automatic reply that confirms receipt and sets an expectation.
Ownership and stages
A named owner and a defined stage set, so status is a fact rather than an opinion.
Follow-up automation
Tasks and reminders generated from the record, on a schedule you agree.
Integrations
The connections that stop anyone re-typing the same customer into a second system.
Reporting
Volume, response time, conversion and outcome by source — produced automatically.
Handover documentation
How it is configured and how to change it, written for your team.
What becomes measurable
The numbers most businesses cannot currently produce
- How many enquiries the business actually received, by source and by channel.
- First-response time for every enquiry, and the distribution rather than just an average.
- Conversion rate from enquiry to customer, with a denominator you can defend.
- Which enquiries went cold without contact — visible while it can still be recovered.
- Revenue by source, once outcomes are recorded against the originating campaign.
Engagement options
How involved you want us to be
The same capability, offered six ways. You are not required to buy the whole thing to get any of it.
Strategy only
Process design only: the stages, owners, service levels and definitions. Your team configures the tool.
Audit or review only
A review of how enquiries are handled today, where they are lost, and what the current system can and cannot report.
Setup only
We configure the CRM, intake, acknowledgement and reporting once, document it, and hand it over.
Implementation project
A defined implementation including integrations and data migration, delivered to a written scope.
Ongoing management
We operate and keep improving it, monitor response times, and report against the agreed measures.
Full-service partnership
The CRM sits inside the full chain, so campaign source reaches the record and revenue reaches the report.
What this doesn't include
- Replacing a CRM you already have if it is fit for purpose. If the tool is fine and the process is the problem, we say so.
- Licence fees for CRM, automation or messaging platforms — those are billed to you by the provider.
- Migrating historical data of unknown quality without a scoped cleanup. Importing a broken list produces a broken CRM.
- Making people use it. Adoption needs management support; we build for it and document it, but we cannot mandate it.
Where this connects
The CRM is where attribution either completes or dies
Find out how many enquiries you are actually losing
The audit examines how enquiries arrive, who owns them, how long they wait and whether an outcome is ever recorded.