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