Main Goals: Ensure nothing falls through the cracks and save time on manual work.

How we achieved those goals:

1. Need a central place for the team to track lead and client information.
2. Need Reminders to follow up with leads and clients. 
3. Automate emails to clients based on the status of their case.
4. Oversight on the status of each client’s services including whether payments have been collected.

Airtable is a flexible and reliable platform that allows for these objectives as well as future custom automations. It has a similar experience to a spreadsheet but has the power of a proper database.

When a lead calls in they are added to the leads table so no one falls through the cracks. All team members who need access have visibility.

When the lead becomes a client, their record is transformed into a client record which includes all relevant information. This acts as a client profile to store documents, information and links to their records about their current services. Employees can also add comments here to communicate about this client with the team.

Employees can set custom follow up reminders. They will be notified via email at the time and date they specify. For example, if John Smith wants a callback at 2pm tomorrow, the employee will get an email reminder at that time with the specific follow up details.

The client records can also be viewed at a high level with customized views. For example, this view colors all clients that need action red. This allows management and employees to focus on what needs attention.

We created a custom automation for this client that allows employees to send personalized emails based on the status of the client’s case. The email is automatically selected from a database of templates based on the status but the employee has the freedom to edit the specific email that is sent to the client.

Once the employee selects “Send email” the professional email is sent through SendGrid and a confirmation message is added to the record. Sendgrid is a professional email sending platform which allows you to send emails that actually reach the inbox of your recipients.