CRM Setup Planning Checklist for Service Businesses

Goals

• The one problem the system has to fix first
• The number that will show it is fixed, such as new leads with no reply after one day
• Who checks that number, and how often
• The problems that can wait until after launch

Tools

• Keep, connect, or move: one answer for each tool you use today
• Which tool handles scheduling, invoicing, and payments after launch
• Which phone number customers call and text after launch: your current number, moved over, or a new one
• Each tool you plan to cancel, and the date its billing ends

Pipelines

• The event that puts a new lead into the pipeline
• Which steps from first inquiry to paid job become pipeline stages
• One pipeline for sales and jobs, or two
• What counts as won, and what counts as lost

Ownership

• Who owns a new lead when it arrives
• Who owns each pipeline stage
• Who gets notified about a new lead, and whether by text, email, or app
• Who takes over when the lead owner is out

Follow-up

• Which follow-up to automate: new leads, missed calls, sent estimates, review requests, or past customers
• The event that stops each sequence, such as a reply or a booking
• The hours and days automated texts may go out
• The messages someone on your team sends by hand

Integrations

• For each tool you connect, the data that has to pass between it and the CRM
• Whether that data moves one way or both ways
• Which system wins when two records disagree

Launch readiness

• The test leads to run before launch, one for each lead source
• Who needs training, and on which tasks
• The old tools or steps that stop on launch day
• Who on your team reports problems after launch