Calls arrive when nobody is free
They land while you are on site, in a meeting or on the other line. Voicemail catches a few. The rest ring out and the caller dials the next firm on the list.
PHONE · EMAIL · ENQUIRY MANAGEMENT
Know who asked. Know who is following up.
Calls, website forms and emails are easier to manage when the details reach one place and someone owns the next step. We set up phone, email and CRM workflows around how your business responds, from the first enquiry onwards.
01 · Where work goes missing
The enquiry always arrives. Surviving is the hard part.
Email that never arrives
Quotes land in spam. Notifications go to an address nobody opens. The shared inbox is a free account several people log into and delete from.
Nobody knows who owns it
The same enquiry sits in a personal inbox, a notepad and a call log. Nobody chases it, because nobody is certain somebody else has not already.
02 · What we put in
One route in. One record of what happened.
01
Business phone lines and routing
Numbers ported or provisioned, calls routed by team, time of day and who is actually free, with out-of-hours handling that does something other than beep.
CALLS ROUTED 02A line that picks up out of hours
Where a human cannot always get to the phone, we can put a voice line in front of it, built in-house rather than bought in. It takes the caller's details and passes them to whoever is on duty.
OUT OF HOURS 03Email set up to be trusted
Proper domain email with SPF, DKIM and DMARC set correctly, so mailbox providers can verify your quotes and confirmations really came from you, and your sending domain stays yours alone.
AUTHENTICATED 04Shared inboxes with owners
One address the whole team works from, with assignment, replies from the company name and a rule for what happens when the person who owns it is off.
ONE INBOX 05CRM that matches how you sell
Pipeline stages named after your real jobs, calls and emails logged against the right record and follow-up prompts that fire before an enquiry goes cold.
FOLLOW-UP
03 · How we work on this
Your numbers. Your inbox. Your data.
Every account is registered to you. The numbers sit on your billing, the domain stays in your registrar, the CRM licence is yours and we work inside it as named users you can remove yourself. Every route, rule and integration we set is written down: which number rings where, which DNS records were changed and why a pipeline stage exists. If you decide to take this in-house next year, the numbers, the domain and the CRM are already in your name.
Scope starts with listening, not a proposal. We sit with your call log, your inbox and whatever the CRM already holds, and we tell you which of the three is actually costing you work. Sometimes the answer is a routing change and a DMARC record, not a migration. We will say so, and we will say when a routing change will not hold on top of a phone system that should have been replaced.
04 · How it is delivered
Ported, tested, then live. In that order.
Trace the current route
We ring your own numbers, send mail to your own addresses and watch where each one lands. You get a map of where calls and messages actually end up, including the routes nobody set up on purpose.
Build alongside the old one
New numbers, mailboxes and pipeline are built and tested while the existing setup keeps running. Nothing is switched until your team has taken real calls on it and sent real mail from it.
Port and cut over
Number porting is booked for a quiet window and mail records change with the old route still catching stragglers. Whatever history the old system will give up is migrated into the CRM before day one.
Watch it in real use
We check answer rate, bounced mail and enquiries sitting with no owner, then adjust routing and stages. The handover note your team keeps holds the routing map, the DMARC policy state and what each pipeline stage means.
05 · What owners ask us
Before you start. Practical questions, answered.
What to consider when deciding whether this work is right for your business.
Can 3CX log every call against the right customer record in Pipedrive?
Usually. The call event carries the caller's number, and a match on that number writes the call, its direction and its outcome onto the contact's timeline as it ends. Numbers matching nothing create a new record instead of being dropped, which is how most call logs end up half empty. Connecting phone and CRM
Our reception writes enquiries on a paper pad and types them into HubSpot later. Better way?
Yes. The record is created while the call is still happening, from a short form that opens with the caller's number already in it, so the entry is finished when the caller hangs up. The pad disappears because there is nothing left for it to hold.
Nobody answers the phone when we are all out on site. What happens to those calls?
An answering workflow can collect the reason for calling and contact details, then create a follow-up task for your team. The questions, opening hours, transfer options and fallback need to suit your business. We agree and test that journey before connecting it to your number, including what happens when a call needs a person. Automating the enquiry queue
Most of our calls are people moving an appointment. Can that stop being a call?
Often. The confirmation message carries a link into the same diary the office works from, so a customer moving their own slot moves it in the one place everybody reads. What is left on the phone is the work that needed a person anyway, and the diary stops existing in two versions.
We already pay for Microsoft 365. Do we need a separate CRM as well?
Probably not yet. Microsoft 365 already carries shared mailboxes, a calendar and file storage, so use the product you already pay for until the pipeline outgrows it. A CRM earns its place when you need every touch on one customer visible to people who never share an inbox.
Do we have to tell callers we record, and where do the recordings end up?
Yes, and the announcement plays before anything is captured rather than after the greeting. Recordings need a retention period set at the point they are stored, because a recording nobody deleted is a subject access request waiting to happen, and the caller has a right to a copy of it.
WORKING EXAMPLESWebsites built for businesses we own and run
WRITTEN SCOPEDeliverables and price agreed before work begins
DIRECT CONTACTA named person responsible for your project
CLEAR HANDOVERAccounts, access, documentation and support agreed up front
06 · Where this lands
Where a missed call is a lost job. Not a missed message.
These are the sectors where the phone is still the front door and a caller who does not get through simply rings the next firm on the list.
FOR ROADSIDE AND RECOVERY OPERATORS
From the first details
Connect enquiry handling, dispatch records and accounts around the way your recovery operation works.
EXPLORE → FOR TRADES AND FIELD SERVICE BUSINESSESA full day on the tools
Show your work properly online, get enquiry details in one place and connect quoting, scheduling and invoicing.
EXPLORE → FOR ESTATE AND LETTING AGENTSKeep the next viewing
Help people find the right property and make it easier for your team to respond.
EXPLORE →A phone line, an inbox and a CRM are one system pretending to be three. Wire them together and the call that comes in on Friday afternoon is still somebody's job on Monday morning.
NEXT · Tell us what you want to improve
Start with the change you want to make.
Tell us what you use now, where the work slows down and what a better result would look like. We will explain the next step, with any paid work agreed before it starts.