Setup Process:

1. CRM Access: Client provides login to CRM system (HubSpot, Salesforce, Pipedrive, etc.)
2. Communication Channels: Set up access to email, web forms, chat systems
3. Templates Creation: Develop response templates for common scenarios
4. Workflow Documentation: Create standard operating procedures
5. Integration Setup: Connect communication tools to CRM system

Daily Workflow:

• Morning: Review overnight inquiries and urgent messages
• Process new leads: Input into CRM with proper tagging
• Respond to inquiries: Using approved templates and guidelines
• Update records: Log all communications and interactions
• Follow-up tasks: Send scheduled follow-ups and reminders
• Evening: Prepare daily activity summary for client

Tools & Systems Used

CRM Platforms:

• HubSpot, Salesforce, Pipedrive, Zoho CRM
• Google Sheets (for simpler setups)
• Airtable (for visual database management)

Communication Tools:

• Email platforms (Gmail, Outlook)
• Live chat systems (Intercom, Zendesk)
• Phone systems (for message taking)
• Social media messaging

Automation Tools:

• Email marketing: Mailchimp, ConvertKit
• Scheduling: Calendly integration
• Workflow automation: Zapier connections

Typical Communication Scenarios

New Lead Management:

1. Inquiry comes in via website form/email
2. Send immediate acknowledgment within 2 hours
3. Qualify lead with follow-up questions
4. Input complete profile into CRM
5. Schedule appropriate next steps (consultation call, etc.)
6. Follow up if no response received

Existing Client Management:

• Log all phone calls and meetings in CRM
• Send meeting summaries and action items
• Track project progress and milestones
• Manage contract renewals and renewals reminders
• Handle routine account maintenance requests

Customer Service Workflows:

• Acknowledge complaint within 4 hours
• Gather all relevant information
• Escalate complex issues to client immediately
• Follow up to ensure resolution satisfaction
• Update CRM with resolution details

Communication Standards

Response Time Commitments:

• Emergency issues: Within 1 hour
• General inquiries: Within 4 hours (business days)
• Follow-up emails: Within 24 hours
• Non-urgent requests: Within 48 hours

Professional Communication Guidelines:

• Use client’s brand voice and tone
• Maintain consistent messaging across channels
• Proper grammar and professional formatting
• Include relevant contact information and next steps
• Always confirm understanding before ending conversations

Reporting & Analytics

Weekly Reports Include:

• Number of inquiries processed
• Lead qualification rates
• Response time performance
• Follow-up completion rates
• Customer satisfaction scores

Monthly CRM Health Check:

• Data quality assessment
• Duplicate record cleanup
• Missing information identification
• Workflow optimization recommendations
• ROI analysis of communication efforts

What You Handle Independently:

• Routine information requests
• Appointment scheduling
• Basic account updates
• General company information
• Standard pricing inquiries
• Follow-up scheduling

What Gets Escalated:

• Complex technical questions
• Pricing negotiations or custom quotes
• Complaints requiring policy decisions
• New partnership or collaboration requests
• Legal or compliance issues
• High-value prospect discussions

Security & Privacy:

• Confidentiality agreements for client data
• Secure password management
• Regular data backup procedures
• GDPR/POPIA compliance protocols
• Secure file sharing methods