Lead Management, Analysis and CRM System
Captures enquiries from multiple sources, analyses and scores them, handles conversations, appointments and automated follow-up.
01Overview
A connected automation system that captures enquiries from multiple sources, organizes customer information, analyses and scores enquiries, handles conversations, moves interested customers toward an appointment, and automates follow-up.
02Context
Built as a portfolio system to demonstrate how a business can connect enquiry capture, CRM management, AI analysis, WhatsApp conversations, appointments and follow-up into one workflow. The system was designed around the real operational problems businesses face when customer information is spread across multiple tools.
03Problem
Enquiries arrived across a website, Gmail, WhatsApp and Telegram — each handled separately, with customer details scattered across platforms and follow-up depending on someone remembering.
- Website enquiry
- Spreadsheet
- Manual checking
- Manual response
- Manual follow-up
- Missed opportunities
- Website · Gmail · WhatsApp · Telegram
- Central CRM
- AI analysis & scoring
- Qualification
- Appointment
- Follow-up
04System — step by step
Every enquiry comes into one central system.
Enquiries can come from website forms, direct website enquiries, Gmail, WhatsApp, Telegram and other connected sources. The system captures the information and updates a central sheet/CRM, so customer details aren't scattered across different platforms.
- Website forms & enquiries
- Gmail conversations
- WhatsApp & Telegram messages
- One structured customer record
The system evaluates the enquiry before the next step.
Once the enquiry is captured, the available information is analysed and a lead score or quality level is assigned. The analysis and score are written back to the central sheet, giving the team a clearer view of the enquiry and its priority.
- Analyse enquiry details
- Score the enquiry
- Update the CRM / sheet
- Use available information for next actions
A conversation can become a structured customer record.
The WhatsApp agent can ask relevant questions, collect useful information about the enquiry, and pass that information into the central system. This means the business gets structured information without someone manually extracting it from every conversation.
- Natural WhatsApp conversation
- Relevant questions
- Structured information
- Updates the central CRM
When they're ready, they can choose a suitable time.
The appointment workflow lets the customer choose from available dates and times. The meeting can be arranged online or offline depending on the setup. The appointment details then move through the workflow, with the relevant calendar update and customer confirmation handled automatically.
- Available dates and times
- Online or offline meetings
- Calendar update
- Customer confirmation
The system keeps follow-up from being forgotten.
Follow-ups can be triggered according to the lead's status and the defined process. They can use predefined messages or AI-written custom follow-ups that use the lead details already collected, making the message more relevant without requiring someone to write every follow-up manually.
- Fixed follow-up messages
- AI-personalised follow-ups
- Uses existing lead details
- Automated status-based follow-up
05System architecture
06Result
One connected customer journey — from the first enquiry to qualification, conversation, appointment and follow-up.
07Reflection
This project showed me that automation becomes much more valuable when separate workflows are connected into one customer journey. Instead of automating isolated tasks, I focused on what happens from the moment an enquiry arrives through qualification, conversation, appointment booking and follow-up.