Client project · CRM · Automation
A ceramics shop didn't need Salesforce. It needed this.
A ceramics shop in Israel had a simple website: a visitor filled a form, the inquiry reached an inbox, and that was the end of the process. There was no place where the inquiry was kept with a status, no record of what had already been handled, and the follow-up depended on the memory of whoever handled it. The team is not technical, and should not have to touch code to run the shop.
What did not fit in off-the-shelf tools
The familiar systems were reviewed, including Salesforce and HubSpot and local CRM products. They are built to work with sales teams and dedicated administrators, not around the working routine of a small shop. Three needs were not answered: a website that records inquiries in a usable way, a system the team can work in without long training, and the ability to manage the shop content without code.
So the project was built as one system: the store site and a private CRM, not a collection of separate tools.
What was built
- The store site: with an AI chatbot that receives the inquiry, asks the questions it needs and turns the answers into an inquiry record, plus a WhatsApp button for a direct message.
- A private CRM: every inquiry is recorded with its context, scored hot or cold by parameters agreed in advance, and given a status and a next step. When an inquiry moves to a handling status, a customer record is created with what was captured.
- Managing the shop from inside the system: uploading products, editing texts and images and adding categories, without touching code.
- Importing a whole catalogue from a PDF: the system splits the file into products, and the team approves them before they go live.
- Automatic translation: the team writes in Hebrew, and translation into the other languages happens in the system rather than by hand.
How it looks today
The system is live and in daily use by the team. Every inquiry is recorded with a status, an automated acknowledgement goes out within seconds, and a person follows up later. If an automated step fails, the inquiry is flagged and carried over to manual handling instead of disappearing quietly.
No measured performance results are published. There are no sales figures, conversion rates or time savings here, because none were measured and published. What can be said with confidence: there is a proper place where every inquiry is recorded, and a follow-up process that does not depend on one person's memory.
What this project does not prove
This was a custom project, and it is not included in the Leads under control package. It does not prove that every business needs a custom system: in some cases a ready-made CRM with a proper process around it is enough. The difference is what is actually required, not the name of a product.
The conclusion
The right question is not which large system to buy, but where the inquiry falls through today and what it takes so it stops falling. If there is a process that keeps repeating and either wastes time or loses inquiries, it can start with a short conversation that maps it.
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