CRM automation explained: capture, assign and follow up with leads

CRM automation means your customer system does the routine steps for you. New enquiries are captured from your website, email and social messages, assigned to the right person, and followed up on a schedule. You still have the conversations; the CRM makes sure none are missed.

The three stages

Capture

Connect your website forms, email inbox, Facebook and Instagram lead forms, and booking tool so every enquiry lands in the CRM as a contact. Remove duplicates automatically and record where each lead came from.

Assign

• By service: bathrooms to one person, kitchens to another.
• By area: north and south teams.
• By rotation: share leads evenly.
• With a fallback: if nobody claims it within an hour, alert the owner.

Follow up

1. 1Instant acknowledgementAn automatic reply so the customer knows you have it.
2. 2Task for the ownerA reminder to call within a set time.
3. 3Quote nudgesAutomatic follow-ups if a quote is not accepted.
4. 4Stop on replySequences end when the customer responds or books.

Where Kahu fitsKahu CRMEvery enquiry from your site, WhatsApp and email lands in Kahu CRM automatically, with the next follow-up already drafted.Site, WhatsApp and email enquiries in one listFollow-ups drafted, waiting for your yesNothing typed in by handSee Kahu CRM →Leads · this week3 waiting on youAroha TaneAsked for a valuation · 2h agoFollow-up draftedJMJames MooreWebsite form · quote sent MonRepliedPWPriya WalkerEmail · quiet 6 daysNudge Tue 9am

Frequently asked questions