We currently operate a master workshop for musical instruments as a side business (small enterprise), which is still run in the “old-fashioned” way. We are now planning to convert the workshop into a modern full-time business. To this end, we are looking for an order management system with CRM that will support us in our daily administrative tasks.
The software should meet the following requirements as best as possible (we are still undecided and cannot assess everything):
- Customer management and communication
- Initial entry of customer data will probably be done manually
- Should be easy to export in case of a software change
- Import and export to Android devices should be possible
- Customers want to communicate with us via WhatsApp! (Is there a connection for this?)
- Email management will probably be done via Outlook; we don't have any email management at the moment, so we are open to anything else...
- Real-time chat on website – is it possible to connect to the email program or CRM?
- Mobile phone is currently the most important means of communication – is it possible to connect?
- Forms:
- It would be great if customers could enter their contact details themselves on their first visit (small station or tablet)
- Possibly an online repair form: what needs to be repaired (see catalog for quote creation)
- Automatic emails
- Current offers or promotions (newsletter) (rather rare)
- Ask whether the customer is satisfied with the repair
- Request for review on Google/Facebook
- Possibly automatic emails after filling out web forms (not sure yet if we need this)
- Order management and work monitoring
- For quote creation (repair), it would be good if you could create a small catalog yourself and then just click and customize it later.
- Time tracking: Who is working on which repair and for how long? (Start, pause, another person takes over the repair and completes it, etc.)
- Service: Repair of musical instruments 70% (+ spare parts, but not worth inventory management for this, as spare parts are usually rare or inexpensive)
- Price per repair in 95% of cases between €20 and €450, in 5% up to €1200
- Rental of musical instruments (10%)
- Negligible: Manufacture of musical instruments (1%)
- Trade in musical instruments: (20%)
- 70% of sales through a music store in the region on a commission basis (consulting voucher > tracking)
- We cover 30% of the trade (standard instruments) ourselves
- Option to issue vouchers (repair voucher)
- Payment methods:
- Cash (cash book)
- On account (>> sent automatically by email or printed on site)
- Possibly PayPal and/or EC card
- Possibly later when switching to a business account SEPA mandates (rental agreements)
- Account monitoring:
- Invoices paid?
- Payment request in case of default
- Check monthly rental income
- Accounting/tax return:
- Initially, income surplus calculation
- Accounting in 2 years at the latest
- Tax return is currently done by the tax advisor, unless software can cover this, which would of course be perfect if it is similarly successful!
- Social media/marketing
- Google and Facebook Ads > link to CRM or automatic emails?
- Possibly additional social media channels later
- Local solution possible, cloud solution preferred
Optional functions:
- App connection: Android would be ideal, but not essential
- Possibly connection to online appointment booking later
- Logistics
- Shipping is an issue that will become more important for us: sending finished instruments to customers
- Send customer label for free shipping to us
- >> Integrated into order management if possible, possibly also integrated into online form
- Address verification
- Automatic label creation
Initially, one or two software workstations will be required (for cost reasons, possibly only for one person at first), later approx. four to five.