CRM Setup And Automated Follow Up System
Client background: Our client was a service based business that had been managing leads and customers using a combination of spreadsheets, email inboxes, and memory. This approach was chaotic and unreliable. Leads were frequently forgotten, follow up was inconsistent, and there was no visibility into the sales pipeline. The client was losing business simply because they were not organized.
The challenge: The client needed a centralized system to manage all of their contacts, track interactions, and automate follow up. They needed a solution that was easy to use, affordable, and integrated seamlessly with their existing website and email tools. They also needed training and documentation so that their team could use the system effectively.
CRM Platform Selection
We evaluated several CRM options before selecting FluentCRM for this project. FluentCRM was chosen because it integrates natively with WordPress, offers powerful automation features, and provides excellent value for the price. It also integrates seamlessly with Fluent Forms, which the client was already using for lead capture on their website.
We set up FluentCRM on the client’s WordPress installation and configured the basic settings including sender information, email templates, and user permissions. We also integrated the CRM with the client’s email sending service to ensure reliable email delivery.
Contact Management And Segmentation
We imported the client’s existing contacts into FluentCRM and cleaned up the data to remove duplicates and correct formatting issues. We created custom fields to capture important information about each contact, such as their service interest, budget range, and lead source. We also created tags and lists to segment contacts based on their characteristics and behavior.
We set up automatic tagging rules so that contacts are tagged based on their actions. For example, when a contact submits a form requesting a quote, they are automatically tagged with “Quote Requested”. When a contact opens a specific email, they are tagged with “Engaged”. This allows for highly targeted communication and follow up.
Email Automation Sequences
We built several email automation sequences inside FluentCRM. The welcome sequence is triggered when a new contact is added to the CRM. It introduces the client’s business, provides valuable content, and invites the contact to take the next step. The nurture sequence is designed for contacts who are not yet ready to buy. It provides educational content and builds trust over time. The re-engagement sequence is triggered when a contact has not interacted with the client in a while. It attempts to rekindle the relationship and bring the contact back into the sales pipeline.
Each email in the sequences was written to provide value and move the contact closer to a purchase decision. We used personalization tags to make each email feel relevant and tailored to the recipient.
Lead Scoring And Pipeline Management
We implemented a lead scoring system that assigns points to contacts based on their actions and characteristics. Contacts earn points for opening emails, clicking links, visiting key pages, and submitting forms. When a contact reaches a certain score threshold, they are flagged as a hot lead and the client receives a notification.
We also set up a simple sales pipeline within FluentCRM to track the progress of each lead through the sales process. The pipeline includes stages such as New Lead, Qualified, Proposal Sent, Negotiation, and Closed Won. The client can easily see where each lead stands and what action is needed next.
Integration With Website And Forms
We connected FluentCRM to the client’s website forms so that every submission automatically creates or updates a contact record. We configured form mappings to ensure that form fields are correctly matched to CRM fields. We also set up conditional logic so that different form submissions trigger different automation sequences.
We implemented popup forms on the website that are connected to FluentCRM. These forms capture leads who might not be ready to fill out a full contact form but are willing to provide their email address in exchange for valuable content.
Training And Documentation
We provided comprehensive training to the client’s team on how to use FluentCRM. We created video tutorials and written documentation that cover all aspects of the system. We also provided ongoing support during the initial weeks after launch to answer questions and make adjustments as needed.
Results And Impact
After implementing the CRM system, the client reported a dramatic improvement in their organization and follow up consistency. No leads are forgotten, every contact receives appropriate communication, and the sales pipeline is visible and manageable. The client has been able to close more deals and build stronger relationships with their customers.
Key Takeaway
A CRM system is the backbone of any successful service business. When implemented correctly, it transforms chaos into order and ensures that every opportunity is captured and nurtured.
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