A follow-up system that lives where the team already works
Enquiries arrived by WhatsApp and phone, and some were never answered.
- Client
- Placeholder client
- Industry
- Home services
- What we built
- Customer system
- Timeline
- Placeholder: about 4 weeks
Screenshots of the real build will go here.
The problem
“We keep forgetting to call people back.”
Enquiries came in through WhatsApp, phone calls and a contact form. Each person on the team kept track in their own way: a notebook, starred chats, memory.
When things got busy, people who had asked for a quote never heard back. Nobody could say how many.
The thinking
The team lived in WhatsApp all day. Any solution that asked them to work somewhere else would be ignored within a month.
- We consideredAn off-the-shelf CRMWe choseA small custom system built around WhatsAppWhyThe team would have had to change how they work. The goal was to change as little as possible.
- We consideredA mobile app for the teamWe choseReminders sent as WhatsApp messagesWhyNothing new to install, open or remember.
The build
A simple customer list that every channel feeds into, follow-up rules that set the next step automatically, and reminders delivered where the team already looks.
- Customer listEvery enquiry lands in one list, whatever channel it came from.
- Follow-up rulesEach enquiry gets a next step and a due date automatically.
- RemindersThe right person is nudged on WhatsApp when a follow-up is due.
The result
Placeholder: the real outcome will be written with the client, using measured numbers only.
- Enquiries without a reply after 48 hours
- Time spent tracking follow-ups each week
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