From a call to a decision in three steps
The whole system rides on one simple path. The simpler that path stays, the easier it is for the operator and the more accurate the report.
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Log the call
The customer calls and the operator enters what they said into the system. Nothing is left to memory or to a piece of paper.
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Tag and city
Every entry gets a tag. Tags are defined in advance so operators do not invent their own names. The customer's city is saved next to it.
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Analyze and fix
Once enough entries build up, the system puts them side by side by tag and by city. You can see which problem repeats and in which city, and the team goes after that one.
Why a notebook or a spreadsheet is not enough
Many companies write calls down in a notebook or a spreadsheet. While the numbers are small, that works. The trouble starts when you want to count.
One operator writes “box was torn”, another writes “bad packaging” and a third writes “carton crushed”. All three mean the same thing, but a spreadsheet sees three different things. Predefined tags untie that knot. Everyone picks the same name and counting becomes possible.
City matters just as much. A complaint spread across the whole country and a complaint coming from one city are two different problems with two different fixes. Until you see them side by side, you do not know which one you have.
Settle these four things before you order
If you know the answers before our first meeting, the work moves much faster. If you do not, that is fine. We will find them together.
The tag list
Keep it short. If the operator has to search through thirty options in the middle of a call, they will pick the first one and the report loses its value.
Who logs the calls
One specific person or several operators. This affects access levels and the shape of the entry screen.
Which fields are required
Every required field makes the call longer. Only require what you really need in the report.
Who reads the report
This is the most important one. If nobody is going to read the report and act on it, building the system is pointless.
Who this system is for, and who it is not for
I would rather be clear from the start so neither of us wastes time.
It fits if
- Your customers call you and someone is there to answer.
- You sell or distribute in several cities and want to compare them.
- You want to know where the problem is and stop guessing.
Skip it if
- You get only a few calls a month. A simple file is enough, and that is what I will tell you.
- You are looking for a sales CRM that tracks leads and quotes. This system does not do that.
- Nobody on your team has time to read the reports.
How I work with you
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First meeting
In person in Tabriz, or online if you are in another city or country. This is where I learn what you need and how the work gets done today.
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Design on paper
We settle the sections and the details together. No code gets written until this step is finished.
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Custom build
I build the system from scratch in PHP so it fits the way you already work.
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Delivery and support
After delivery, support follows the contract we sign. Its terms are clear before the work starts.
Questions people usually ask
How is a voice of customer CRM different from a sales CRM?
A sales CRM is there to get the customer to buy, so it has leads and follow-ups. A voice of customer CRM is there to help you understand what customers are saying, so it has tags and reports. They are two tools for two jobs.
Does it only log phone calls?
The version I built for Adrin is based on phone calls. Because the system is custom built, if you have other inputs we talk about them in the first meeting.
How much does it cost?
There is no fixed number because it depends on the sections and features you need. After the first meeting I give you an exact estimate.
Do you work with clients outside Tabriz?
Yes. For other cities and other countries we meet online.
Are we on our own after delivery?
No. Support continues under the contract, and we agree on its terms before the work starts.
Written and built by
I have worked with PHP, WordPress and SEO for more than 10 years, and I currently lead digital marketing at Abbaspour Industrial Group (Adrin). I wrote this page from my own experience.
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