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121 CRM

Solution · Trades and home services

Keep enquiries, quotes, appointments and follow-up visible between office and field.

A busy trade business needs a practical hand-off from first contact to site visit, quote and customer follow-up. 121 CRM can organise that journey where channels, calendars and responsibilities are configured.

Subscribe to 121 CRMSeller, billing and cancellationExplore lead capture

Office-to-field pipeline

Show the job enquiry, owner and next operational action.

Stages support coordination across enquiry, site visit, quote and outcome without promising emergency coverage or conversion.

121

Northstar Joinery

Know what needs to happen next

AR
OverviewContactsInboxPipelineAutomation

Know what needs to happen next

See each opportunity's stage, owner and next action in one view.

6 open2 need review

New enquiry

2

Harbour Clinic

Review non-clinical brief

Jamie1 day

Field & Form

Assign an owner

Unassigned3 hours

Discovery

2

Bramble Studio

Call · Thu 11:30

Amina2 days

Oakfield Homes

Site visit · Fri

Tom4 days

Proposal

1

Marlow Works

Decision due Friday

Tom6 days

Outcome

1

Hill & Co

Reason recorded

AminaClosed
Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

The working building blocks

Use the CRM where it improves the working day.

The same core capabilities can support different sectors, but the data, permissions, professional boundaries and handovers need to reflect the business using them.

Capability 01

Contacts

Stores a person or lead with contact details, activity, ownership and related records.

How it works
Stores or organises supported business data under configured fields, permissions and record rules.
Why use it
Gives a team one place to understand who a customer is and what has happened.
Plan for
The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns
A data owner must define the record model and resolve quality, ownership and access exceptions.
Capability 02

Opportunities

Represents a potential sale or deal linked to a contact, value, owner and pipeline position.

How it works
Tracks a potential deal, stage, owner or task using configured pipeline and record rules.
Why use it
Shows which customer conversations are active commercial work rather than general contacts.
Plan for
Pipeline position is only reliable when users and workflows update it consistently.
Your team owns
A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status.
Capability 03

Pipelines

Defines an ordered sales process through which opportunities can be reviewed and moved.

How it works
Tracks a potential deal, stage, owner or task using configured pipeline and record rules.
Why use it
Makes the sales process visible so follow-up is based on stage rather than memory.
Plan for
Pipeline position is only reliable when users and workflows update it consistently.
Your team owns
A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status.
Capability 04

Appointments

Stores scheduled customer interactions with time, attendee, owner, status and related contact context.

How it works
Applies configured availability, booking rules and connected-calendar settings to eligible appointments.
Why use it
Makes booked work visible alongside the customer conversation and follow-up.
Plan for
Sync, meeting-link and resource behaviour varies by calendar type and external provider.
Your team owns
Staff must handle exceptions, incorrect availability and bookings that need judgement.
Capability 05

SMS and MMS

Uses a configured phone provider and compliant number to send and receive supported text and media messages.

How it works
Handles an eligible customer interaction through a configured inbox, number or connected channel.
Why use it
Supports quick customer updates while preserving the thread in the CRM.
Plan for
Delivery, message types, geographic coverage, approval and charges vary by channel and provider.
Your team owns
A person must own sensitive conversations, failed delivery and any situation outside the approved script.

Service journey

Give the office and field team the same next-action context.

Different trades share a useful operating pattern, but this page does not promise emergency coverage, an instant response or automatic conversion.

Capture the job enquiry

Record appropriate contact, location area, broad work type, source and owner.

Coordinate the visit

Where configured, connect agreed availability, confirmation and changes to the customer record.

Follow the quote

Keep quote status and a respectful next action visible without treating silence as consent.

Field reality

Design around mobile work, travel and changing conditions.

A useful setup reflects who can respond, where information is updated and how changes reach the customer.

Ownership

Name whether the office, estimator, engineer or another person owns each stage and customer reply.

Appointment constraints

Account for service area, duration, travel, parts, team capacity and rescheduling.

Human triage

Emergency boundaries

Do not let a general form, chatbot or workflow present itself as an emergency service unless a separately approved live process exists.

Mobile appointment flow

Make capacity, travel and changes visible.

A booking view becomes useful when it reflects service area, duration, team capacity and a human exception route.

121 CRM · Appointment flow

Book discovery

October · illustrative availability

MTWTFSS1234567891011121314
11:3014:00

Appointment sequence

Booked

Calendar entry created

1 day before

Reminder scheduled

Exception

Owner reviews a reply

Illustrative exampleIllustrative availability and reminders. Calendar connections, channels, payment and timing require configuration.

After the work

Keep the customer record useful without assuming every add-on.

Payment, reviews and seasonal follow-up each have separate approval and commercial questions.

Payment status

Connect only through an approved merchant and processor flow with clear reconciliation.

Review request

Agree eligibility, wording, destination and human response ownership.

Future contact

Use customer preference and an appropriate purpose for maintenance or seasonal communication.

Questions about this page

Useful answers, without the sales fog.

1. Can the CRM answer emergency calls?

No emergency-response capability is promised. Urgency, live availability, telephony, scripts and escalation would require a separately approved and tested process.

2. Can it manage appointments for a mobile team?

A booking workflow may be configured around service area, capacity, duration, travel and team ownership after the intended calendar setup is tested.

3. Can it follow up quotes?

Yes, a bounded reminder or task workflow may be designed, subject to channel consent, timing, message approval, stop rules and human exception handling.

Read all CRM questions

Continue the journey

Forms and lead captureAppointmentsSales pipelines

Delegate the work. Keep the human.

Ready to organise the customer journey?

Subscribe through the approved secure checkout, or review pricing and responsibilities before you decide.

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121 CRM

Your customers. Your conversations. Your business. Organised around clear ownership and human decisions.