Unified CRM, VoIP & CS System Development

# CRM & Customer Service System Specialist Required

We are an Australian **car rental and automotive workshop business** looking for an experienced specialist to design and implement a complete CRM, communications, sales and customer-service system.

We do **not have a preferred CRM or software platform**.

We want the freelancer to understand our requirements, research the available solutions and recommend the best platform/system for our business.

The objective is to bring as much of our customer communication and management as possible into **one central system**.

## Our Business Requirements

We will initially have approximately **5 employees** using the system, with the ability to add more employees as the business grows.

We intend to provide **24/7 customer service**, including staff working remotely.

### One Main Business Number

We want a **new Australian business phone number** that can be used as our main customer-service number.

Our employees should be able to:

* Receive customer calls
* Make outgoing calls
* Answer calls from computers/headsets
* Transfer calls between employees
* Place customers on hold
* Route calls to available employees
* See missed calls
* Access voicemail
* Record calls where legally/technically appropriate
* See call history
* Link calls to customer records
* Operate remotely

We would also like an IVR system if appropriate, for example:

**Press 1 – New Car Rental**
**Press 2 – Existing Rental Customer**
**Press 3 – Accident / Breakdown**
**Press 4 – Workshop / Repairs**
**Press 5 – Accounts / Payments**

The freelancer should recommend the best phone/VoIP solution and explain whether we should use a local, mobile, 1300 or other Australian business number.

## Messaging & Customer Communication

Customers contact us through several different communication channels.

We want staff to manage as many of these communications as technically possible from **one central inbox/system**.

This includes:

* Phone calls
* SMS
* WhatsApp messages
* WhatsApp voice calls
* Facebook Messenger
* Instagram messages
* TikTok enquiries/messages where technically available
* Email
* Website live chat
* Website forms

We do not want staff constantly switching between different phones, apps and social-media accounts.

The freelancer should research and recommend the best solution/integrations to achieve this.

If a particular communication channel cannot technically be integrated into the central system, please clearly identify the limitation and propose the best alternative.

## Social Media Leads

We advertise through:

* Facebook
* Instagram
* TikTok
* Website/Google

When someone submits an enquiry or lead, we want that person to **automatically enter our CRM**.

The CRM should record where the lead originated.

For example:

**Facebook Ad → CRM → Assigned to Employee → Automatic Response → Employee Follow-Up**

We want similar workflows for Instagram, TikTok and website enquiries.

## Existing Customers

The system must not only manage new sales leads.

A major requirement is managing our **existing rental and workshop customers**.

When an existing customer calls or messages us, the employee should ideally be able to immediately identify the customer and see their history.

For a rental customer, we would like the customer record to contain information such as:

* Name
* Mobile
* Email
* Address
* Vehicle registration
* Vehicle make/model
* Rental start date
* Weekly rental amount
* Bond
* Rental status
* Payment status
* Maintenance/service information
* Documents
* Notes
* Previous customer-service cases
* Communication history

The employee should be able to see previous calls, messages, emails, notes and tasks from the same customer profile wherever technically possible.

## Rental Sales Pipeline

We want a structured sales process similar to:

**New Enquiry → Contact Attempted → Contacted → Documents Required → Documents Received → Vehicle Selected → Approved → Bond/Payment → Vehicle Collection → Active Customer**

Employees should be able to see exactly where every prospective customer is in the process.

We also want automatic follow-ups for leads that have not responded.

## Existing Customer Support

Existing customer enquiries need to be categorised and assigned.

Examples include:

* Breakdown
* Accident
* Maintenance/service
* Payment enquiry
* Vehicle replacement
* Fine/toll
* Documentation
* Complaint
* Vehicle return
* Bond/refund
* Workshop booking
* General enquiry
* Emergency assistance

The case should remain open until resolved.

Management should be able to see outstanding and overdue customer-service cases.

## 24/7 Customer Service

We intend to have employees providing customer service **24 hours a day**.

The proposed system should therefore support:

* Multiple employees
* Remote employees
* Staff shifts
* Conversation/case assignment
* Call routing
* Employee handover
* Escalation
* Unanswered enquiry alerts
* Response-time monitoring
* Supervisor access

An overnight employee should be able to open a customer's record and understand what previous employees have discussed with that customer.

## Automation

We want to automate repetitive work wherever practical.

Examples include:

* Immediate acknowledgement of new enquiries
* Missed-call follow-up
* After-hours responses
* Lead follow-ups
* Customer-service acknowledgement
* Service reminders
* Outstanding enquiry reminders
* Automatic task creation
* Escalation of unresolved cases
* Management notifications

We are also interested in **AI customer service and AI voice capabilities** where they are reliable and practical.

However, employees must always be able to take over the conversation.

## Employee Management

Initially there will be approximately **5 users**.

Each employee should have their own login.

Management should ideally be able to monitor:

* Incoming calls
* Outgoing calls
* Missed calls
* Customer conversations
* Open cases
* Response times
* Leads handled
* Follow-ups
* Lead conversion
* Employee activity

The system should be capable of expanding beyond five employees later.

## Management Dashboard

We would like a dashboard showing information such as:

**New Leads | Active Leads | Active Customers | Open Support Cases | Missed Calls | Unanswered Messages | Overdue Follow-Ups | Lead Sources | Staff Performance**

We are open to the freelancer recommending additional useful KPIs.

## What We Expect From the Freelancer

We are **not looking for someone simply to install a CRM that we select**.

We are looking for someone who can understand the complete business requirement and then recommend and implement the right solution.

You should determine:

* Which CRM/platform is most suitable
* Which phone/VoIP provider should be used
* How the Australian business number should be configured
* How different messaging channels should be integrated
* How social-media leads should enter the CRM
* How existing customers should be identified
* How the customer-service/ticketing system should work
* How 24/7 staff should be organised
* What automation should be implemented
* Whether additional third-party software/API integrations are required
* How AI can practically be used
* How the overall system can scale as our business grows

We prefer **one central platform**, but we understand that some functions may require integrations with specialist services.

The freelancer should design the most practical architecture rather than forcing everything into one platform if doing so would reduce reliability.

## Before We Hire You

Please review these requirements and provide us with:

1. Your recommended solution/platform.
2. A simple explanation of how the complete system would work.
3. Which communication channels can genuinely be managed from one system.
4. Any requirements that cannot currently be achieved and why.
5. Any third-party services/integrations required.
6. Australian phone-number options.
7. Estimated monthly running costs.
8. Your complete setup/implementation price.
9. Estimated implementation time.
10. Ongoing support costs, if applicable.
11. Examples of similar systems you have implemented.
12. How you would structure the system for 5 employees operating 24/7.

### Important

Please **do not simply recommend software based on our description**.

We expect you to verify that your proposed solution can actually provide the required functionality in **Australia**, including the relevant communication channels, APIs and integrations.

The successful freelancer will be responsible for taking this project from **solution design through configuration, integration, testing, staff training and launch**.

Our ultimate objective is simple:

**One central customer-service and CRM environment where our team can handle new leads, existing customers, phone calls, messages, social-media enquiries, emails and support cases efficiently 24 hours a day.**