Customer follow-up & CRM
Set up a manageable customer pipeline, reminders, and follow-up workflows so your team knows who needs a response and what happens next.
Practical examples for your business.
01
Inbound email → order or ticket
Messages are sorted by type, attachments are read, and the order, ticket or task is created with a link back to the original email.
The problem: Someone reads every message in the orders@ or service@ inbox and creates the order or ticket by hand.
02
Approval chains → tracked approvals
Approval requests go to the right person with the details attached, and the answer is recorded against the order or document.
The problem: Approvals happen in reply chains and nobody is sure what's been approved.
03
Status updates to customers
Customers get a consistent email when their order is confirmed, shipped or delayed, sent by the system that knows.
The problem: Order confirmations and shipping updates are written one by one.
A practical approach
Connect the tools your team already uses.
The right starting point depends on your people, information, and business goals. We agree the scope together.
- Common systems: Microsoft 365 / Outlook, Google Workspace / Gmail, Shared mailboxes, IMAP mailboxes
- Read and sort incoming email and attachments
- Create orders, tickets or tasks from messages
- Send templated updates from system events
- Keep a link between each record and the original email
- Agree on data access and review steps before implementation
- Define a clear scope, price, and handoff together
Systems around the workflow
Build around your existing email tools.
Turn the shared inbox into structured work instead of a to-do list. We identify the source of truth, permitted access, field mapping, and a safe way to handle failed or repeated requests.
- Microsoft 365 / Outlook
- Google Workspace / Gmail
- Shared mailboxes
- IMAP mailboxes
The records and rules
Choose the inboxes, eligible messages, approved templates, conversation identifiers, and customer records the workflow is allowed to use.
The staff decisions
Start with drafts when a reply makes a commitment or uses uncertain information. Staff handle complaints, unexpected attachments, and sensitive account decisions.
What the pilot should prove
Test reply chains, forwarded messages, duplicates, attachments, missing recipients, delivery failures, and a message that does not belong to the selected workflow.
When a connection fails
Keep a traceable record of what was requested, what completed, and what needs review. Agree retry limits, duplicate protection, staff fallback, and the owner who resolves a failed update before launch.
Implementation, end to end
A working process your team can operate.
01
Understand the current work
Walk through a real request with the people doing the job. Identify the source records, decisions, bottlenecks, and exceptions before choosing software.
02
Build a useful pilot
Define a limited starting scope and create a working version. Test representative requests alongside difficult cases, missing data, and failed connections.
03
Launch with clear ownership
Agree access, approval steps, acceptance checks, and a release plan. Show staff how to use the system, review exceptions, and contact the responsible owner.
04
Maintain and improve
Provide the agreed documentation and handoff. Review usage, operating costs, and issues; define support coverage and future changes in the engagement.
Connect the rest of the workflow.
Documents & administrative workflows
Turn incoming forms, invoices, orders, and documents into organized records and review queues. Keep a link to the original information so staff can check the result.
Before we begin
The questions that shape your project.
Bring the business problem. We can help translate it into a practical technical plan.
Can you work with our existing software?
We review the systems you use, available APIs or supported imports, subscription requirements, and access permissions. The scope identifies which connections can be implemented and which need an alternative.
What do you need from our team?
A process owner, examples of the current work, and access to the systems included in the scope. Your staff help confirm the business rules, review a pilot, and decide whether the result is ready to use.
How are cost and success agreed?
The proposal defines deliverables, assumptions, responsibilities, acceptance checks, and pricing. Third-party subscriptions and usage costs are identified separately. We choose meaningful measures from your existing process rather than promise an untested result.
What happens after launch?
The agreement defines code and account ownership, documentation, training, deployment responsibilities, and any ongoing support. Staff get a clear way to handle failures and requests for changes.
Let’s talk about what you want to improve.
A short conversation can help you decide where AI and better systems would make a useful difference.