Closed
Posted
Paid on delivery
# 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.**
Project ID: 40720788
87 proposals
Remote project
Active 7 hours ago
Set your budget and timeframe
Get paid for your work
Outline your proposal
It's free to sign up and bid on jobs
87 freelancers are bidding on average $5,857 AUD for this job
Hi, I looked at your requirements and the real challenge is connecting CRM, VoIP, messaging, lead capture, support cases, and automation into one reliable workflow without forcing unsupported channels into the wrong platform. I’d first map the Australian communication requirements, compare suitable CRM/VoIP options and integrations, then configure, test, train, and launch the chosen architecture. The focus will be reliable 24/7 handover, complete customer history, measurable follow-ups, and room to scale. Quick questions: Q1. Are you open to a CRM plus specialist VoIP/messaging integrations if one platform cannot reliably support every channel? Q2. Do you already have Meta Business, WhatsApp Business, TikTok, email, or website accounts that need connecting? These clarify the integration landscape before selecting the architecture. I can take ownership from solution design through launch and staff handover. Fernando Garcia
$250,000 AUD in 20 days
4.4
4.4
Hi, I looked at your requirements and the difficult part is not choosing a CRM, but designing a reliable central workflow across Australian VoIP, messaging, leads, customer history, support cases and 24/7 staff handover. I’d first map the workflows and verify each channel’s current integration limits, then configure the CRM, telephony, automations, dashboards and integrations, followed by testing, training and launch. I’ll focus on a system your team can actually operate daily and scale beyond five users. Quick questions: Q1. Do you already have preferred Australian VoIP or WhatsApp providers we should evaluate? Q2. Should rental/workshop systems be integrated with the CRM or managed entirely inside it? These clarify the integration architecture and avoid selecting a platform that cannot support your actual workflow. Jonas Dedzo
$230,000 AUD in 17 days
4.2
4.2
Hey! The key is choosing a CRM and communications setup that properly supports Australian telephony and your required channels without creating integration gaps. I can review your rental, workshop and support workflows, compare suitable platforms, verify Australian phone, WhatsApp, social, email and lead integrations, and configure the solution for your 5-person 24/7 team. The system can cover customer records, rental/sales pipelines, support, call routing/IVR, lead capture, automated follow-ups, staff assignment and reporting. Any platform limitations will be clearly documented with practical alternatives. I can handle the architecture, configuration, integrations, automation, testing, training and launch, while keeping ongoing software and telephony costs separate from implementation. Share your current phone setup and lead sources, and I can start mapping the recommended architecture. Portfolio: https://www.freelancer.com/u/Hammadhassan21 Best regards, Hammad Hassan
$300 AUD in 10 days
4.1
4.1
==== Hi - Truong here ==== "ONE CENTRAL CUSTOMER-SERVICE AND CRM ENVIRONMENT" - you need calls, messages, leads and support cases working together instead of across separate tools. I would first map the required channels against the CRM and Australian VoIP APIs before choosing a platform. The key edge case is WhatsApp, TikTok and voice integration, where some channels may have API limits. I would clearly separate what can be truly unified from what needs a connected specialist service. The CRM should also link each caller or message to one customer record, so a remote overnight employee can see the rental, vehicle, previous conversations, open cases and follow-ups without asking the customer to repeat everything. Which CRM and VoIP providers are you currently considering, if any? Looking forward to work with you.
$200 AUD in 1 day
4.3
4.3
Hello Sir, How about a personalized demo of a unified CRM and customer service solution tailored for your car rental business, even before we finalize our collaboration? I will meticulously research and recommend the best systems, integrating VoIP with multi-channel customer communication to streamline your operations into one central platform. Let’s discuss how we can transform your customer service experience to be 24/7 efficient and seamless. Best, Smith
$140 AUD in 7 days
4.1
4.1
Hi, I see that you're looking for a unified CRM, VoIP, and customer service system that can handle all your customer communications in one central platform. I'd approach this by first identifying the key requirements, such as integrating multiple communication channels, including phone calls, SMS, WhatsApp, and social media messages. My solution would involve researching and recommending the best CRM and VoIP solutions that can meet your specific needs, including handling 24/7 customer service and supporting multiple employees. I've found that one common mistake in implementing such systems is not considering the scalability and reliability of the solution, which can lead to downtime and lost customers. To avoid this, I'd ensure that the proposed system is designed to handle a growing number of employees and customers, and that it includes features such as automatic backups, redundancy, and failover systems. As a result, you can expect a seamless and efficient customer service experience, with all customer interactions managed from one central inbox, and real-time updates on customer records and communication history.
$110 AUD in 1 day
3.7
3.7
I can help you choose and set up the right CRM and communication system for your car rental and workshop business, including calls, WhatsApp, SMS, emails, leads, and customer support. I’ll review your requirements first, recommend the most suitable platform and integrations, and make sure everything works properly for your 24/7 team in Australia. I can handle the setup, integrations, testing, staff training, and handover, with a simple system your team can easily use and manage.
$140 AUD in 7 days
3.8
3.8
Hi there, With a flair for comprehensive system design and implementation, Aesthetic Logic stands ready to transform your car rental and automotive workshop business. Through our full-service abilities, we'll not only assist in the selection of the ideal CRM platform, but we'll also create a unified system marrying all your customer communication channels seamlessly. For instance, by extensive API integration, managing SMS, WhatsApp, Facebook Messenger, Instagram messages and **more** from a single inbox can become an effortless reality for your team. The efficient management of existing customers is essential and Aesthetic Logic understands this. By creating holistic customer profiles that include rental-status, payment status, maintenance details, documents, notes and more; we ensure that valuable historical context is just a click away for employees. Moreover, our customised sales pipeline will allow you to track prospects from initial enquiry to vehicle collection-making it easier to optimize the sales process. Best regards, Mobasher Reza
$140 AUD in 3 days
3.5
3.5
Hi, I can design and implement a centralized CRM for your car rental and workshop business, integrating VoIP, WhatsApp, social media, email, website leads, customer records, sales pipelines, support cases, automation, and 24/7 staff workflows. I’ll evaluate suitable platforms, verify Australian integrations and limitations, then provide the architecture, costs, timeline, implementation, training, and launch support. Ready to start immediately. Best regards, Shakila Naz
$50 AUD in 2 days
3.4
3.4
Being a specialist in CRM and communication system development, I am well-versed with platforms like GoHighLevel and Zoho that can deliver the comprehensive solution you need. My approach revolves around understanding your unique requirements before diving into building a system that works perfectly for your business. And in the case of your car rental company, my expertise extends to managing customers' details, rental sales pipelines, and service history – all of which aligns with your project description. In terms of unified communication management, my skills in API integration will come into play to ensure that your company's customer service operates seamlessly from one central system. I will not only integrate traditional channels like phone calls and emails but also social media platforms like Facebook, Instagram, WhatsApp and even TikTok when possible. Furthermore, I'll create an automated workflow such that any new lead or enquiry from these platforms automatically enters your CRM
$250 AUD in 5 days
3.5
3.5
Good Day, I have read and understood the requirements and can take this project from solution research and architecture through CRM setup, integrations, automation, testing, training and launch. I’ll first map your rental sales, existing customer and workshop support workflows, then recommend the most practical CRM and supporting services rather than forcing everything into one platform. I’ll evaluate Australian phone options, IVR, call routing, queues, remote staff, call logging, SMS, WhatsApp, Messenger, Instagram, email, web chat and social lead capture, clearly identifying what can genuinely be centralised and where third-party integrations are required. The CRM will cover customer profiles, communication history, sales pipelines, support cases, assignments, follow-ups, escalations, staff activity and management dashboards. I can also implement practical AI and automation while keeping employees in control. Do you already have existing rental/workshop customer data that needs to be migrated, or will we start with a new CRM database? Once I review your data and communication volume, I can provide the recommended architecture and detailed monthly running-cost estimate. Let’s build one central system that keeps your 24/7 team connected to every customer conversation. Regards, Rabia Shaikh
$100 AUD in 2 days
3.2
3.2
Your requirement is bigger than simply choosing a CRM. The key is designing a reliable customer-service architecture where calls, WhatsApp, SMS, social leads, email, website enquiries, sales pipelines, and support cases can work together without forcing staff to jump between platforms. I can take this from solution discovery → architecture → integrations → automation → testing → training → launch. I have experience with CRM/automation systems, GoHighLevel, HubSpot, Twilio, WhatsApp APIs, Meta integrations, webhooks, REST APIs, n8n and AI voice/chat workflows. My first step would be to map every required channel and verify its actual Australian integration/API capabilities before recommending the platform. I’d then design: • Central CRM and unified customer profiles • Australian business number + IVR/call routing • Lead capture with source attribution • Rental sales pipeline and automated follow-ups • Customer support cases, assignment and escalation • WhatsApp/SMS/social/email integrations • 24/7 staff routing and handover workflows • AI automation with human takeover • Management dashboard and KPIs • Backups, permissions, security and scalable architecture I’m available to start with the solution architecture and technical feasibility review immediately. Regards, M Akif
$100 AUD in 2 days
2.8
2.8
Hello Dear, I’m Md Ruhul Ajom, an experienced CRM & VoIP Integration Specialist with 10+ years of experience designing unified CRM, communications, automation, and customer-service systems. I understand you need a scalable central platform connecting CRM, Australian VoIP, calls, SMS, WhatsApp, social leads, email, live chat, support cases, automation, dashboards, and 24/7 staff workflows. I am skilled in CRM architecture, Twilio, VoIP, WhatsApp APIs, Meta integrations, automation, helpdesk systems, AI workflows, APIs, reporting, and third-party integrations. I have a few questions: 1. Which channels are business-critical initially? 2. Do you have existing customer data? 3. Which Australian number type do you prefer? I can research and validate suitable platforms, integrations, Australian capabilities, costs, architecture, implementation, testing, training, and ongoing support before deployment. Looking forward to hearing from you. Best regards, Md Ruhul Ajom
$60 AUD in 3 days
3.0
3.0
I build CRM and customer-service setups for service businesses, and I’d treat this as a design problem before a software one. Here’s how I’d approach it: map every channel you listed, then verify what can genuinely sit in one inbox and what can’t — WhatsApp and Messenger are fine, Instagram and TikTok are patchy, and I’d tell you plainly where the gaps are instead of pretending. Likely shape: a CRM like Zoho or HubSpot for records, pipeline and cases, paired with an Australian VoIP provider for the number, IVR and call routing, all linked so calls and messages land on the customer record. Price, timeline and monthly costs after I’ve verified each piece. Happy to start now.
$120 AUD in 7 days
2.4
2.4
Hello, I have 10 years of experience in designing and implementing unified CRM and communication solutions. Understanding your unique business needs, I will research and recommend the best platform to integrate CRM, VoIP, and customer service systems into one central system. I will ensure seamless communication across all channels, support 24/7 operations, and automate key processes for efficiency. I am committed to creating a scalable, reliable system tailored to your requirements. Regards, VishnuLal NB*
$250 AUD in 1 day
2.3
2.3
Hi, You need a centralized system that integrates various communication channels and manages customer interactions smoothly, particularly for remote 24/7 support. What VoIP solutions have you considered so far? Here's how I'd do it: - Analyze your specific requirements and recommend a fitting CRM solution, assessing available options. - Design a unified communication workflow to integrate VoIP, SMS, and social media into one dashboard, prioritizing ease of use. - Deploy and customize the system for 5 users, ensuring it supports scalable growth and operational efficiency, with complete staff access to customer histories. I can have a working version of the core piece ready on a test link within a day. What communication channels do you prioritize for integration? Toqeer
$110 AUD in 15 days
1.6
1.6
Hi! I have **10 years of web development experience** and can help design and implement a central CRM and customer-service system for your rental and workshop business. My initial approach would be to evaluate **Zoho One and HubSpot**, alongside Australian-compatible VoIP and messaging providers, rather than commit to a platform before checking the integrations. I’d map the full journey—from Facebook or website enquiry to rental approval, then ongoing customer support—so staff can see customer history, assigned cases, and follow-ups in one place. For your five-person, 24/7 team, I’d configure individual logins, call routing, shift handovers, ticket ownership, escalation alerts, and a management dashboard. I’d also verify channel limitations upfront: **WhatsApp voice calls and some TikTok messaging features may not be available in a shared inbox**, even when text messages or leads can be integrated. I suggest starting with a short **paid solution-design phase** to verify Australian phone-number options, provider capabilities, integration costs, and legal requirements for call recording. That would produce a recommended architecture, itemized monthly costs, fixed implementation quote, timeline, and milestones before setup begins. Could you share your current rental/workshop software, approximate monthly call and message volumes, and whether you need to retain an existing phone number? Best regards, Muhammad Atif LA
$100 AUD in 2 days
1.8
1.8
Hi, Thanks for sharing your project. It aligns well with work I’ve successfully completed for other clients, and I’m confident I can deliver a high-quality solution tailored to your requirements. Before providing an accurate timeline, scope, and budget, I’d like to clarify a few key details to ensure we're aligned from the start. Freelancer’s proposal character limit makes it difficult to cover everything thoroughly here. If you're available, let's connect via chat. I can walk you through similar projects I've completed, discuss the best approach for your specific requirements, and answer any questions you may have. Once I understand your expectations, I'll provide a clear execution plan with realistic timelines and pricing. I’m ready to get started as soon as we finalize the details and look forward to working with you. Best regards, Mayank Sahu
$140 AUD in 7 days
2.6
2.6
Hi, I've reviewed your project requirements and would be happy to assist. I have experience working on similar projects and can provide a reliable, professional, and scalable solution based on your requirements. I focus on clean implementation, good communication, timely delivery, and making sure the final product works smoothly across the required devices and platforms. I'm available to discuss the project in more detail and can start immediately. Looking forward to working with you. Best, Ozair
$196 AUD in 2 days
1.1
1.1
Your project focuses on consolidating various customer communication and management processes into a single, effective system. The goal is to streamline your operations so that approximately five employees can manage customer inquiries and interactions 24/7, improving efficiency and response times. In assessing your requirements, it becomes evident that a well-integrated CRM system is crucial for unifying channels such as phone calls, SMS, email, and social media communications while automating notifications and follow-ups to enhance customer service. A straightforward implementation plan would include: 1. Requirement analysis to finalize the best platform based on your specific needs and available solutions. 2. Configuring a centralized communication system integrating VoIP, SMS, and social media messaging. 3. Developing a database structure to manage customer records and interactions effectively. 4. Integrating automation tools for lead follow-ups and case management to reduce manual workload. 5. Testing the system for functionality and training employees on its use. How do you envision the prioritization of customer inquiries across different channels? A next step would be to schedule a meeting to explore your requirements in more detail and align on the proposed solution.
$200 AUD in 30 days
0.0
0.0
Dandenong, Australia
Payment method verified
Member since Jan 1, 2018
$10-100 USD
$30-250 AUD
$10-30 USD
$30-250 AUD
$100-120 USD
$30-250 USD
$15-25 USD / hour
₹12500-37500 INR
₹37500-75000 INR
$25-50 USD / hour
₹1500-12500 INR
$250-750 AUD
$40-70 USD
₹12500-37500 INR
€30-250 EUR
$2-8 AUD / hour
₹400-750 INR / hour
$2-8 USD / hour
€30-250 EUR
₹400-750 INR / hour
₹1500-12500 INR
$250-750 USD
$15-25 USD / hour
₹600-20000 INR
$2-8 USD / hour
Freelancer
About
Terms
Partners
Apps
