Setup CRM
Budget: €30 – €250 EUR
⸻
Technical Specification for a CRM System
For a Vacation Property Management and Cleaning Services Company
⸻
1. Project Overview
We are launching a comprehensive CRM system to support two core business directions:
1. Vacation Property Management (trust-based management of short-term rental homes)
2. Cleaning Services (for our own properties and external clients)
The CRM must support client acquisition, internal team coordination, guest communication, payment tracking, task automation, and full integration with marketing and communication platforms. A mobile app is required for select roles (drivers, managers).
⸻
2. General Requirements
• The interface language must be English.
• The system must be cloud-based and accessible via desktop and mobile apps (iOS + Android).
• It must support role-based access control, with strict limitations on who sees what.
• The system must be fully customizable, ready to use, and easily scalable.
• Cleaners will not have CRM access, but their data must be tracked internally.
• We are looking for a ready-to-launch solution. If you believe something useful is missing, we are open to suggestions.
⸻
3. Core Business Modules
⸻
3.1 Property Management (Owners + Guests)
Key Features:
• Full property profiles: address, images, owner info, internal notes.
• Owner management: contracts, contact details, reports, communication history.
• Monthly owner reports: income, bookings, cleaning tasks, reviews.
• Booking calendar: manual entry or PMS sync.
• Guest management:
• Automated messages before, during, and after the stay
• Welcome info, lock codes, reminders
• Feedback request after checkout
• Integration with WhatsApp / Telegram / Email
⸻
3.2 Owner Acquisition Pipeline
We plan to attract property owners through advertising campaigns and convert them into clients.
Owner Lead Pipeline:
1. New Lead
2. Contact Attempted
3. Contact Established
4. Needs Assessed
5. Proposal Sent
6. Negotiation
7. Agreement Signed
8. Onboarding
9. Not Interested / Lost
Automation:
• Leads from Facebook Ads / Google Ads / Instagram are auto-created.
• Each lead is assigned to a sales manager.
• Managers get automatic reminders for follow-ups.
• Priority tags: High / Medium / Low
• Filter by: location, type of property, readiness, source.
• Reports per manager:
• Leads contacted
• Contracts signed
• Conversion rates
• Average deal time
⸻
3.3 Guest Communication Workflow
Guest record includes:
• Name, contact, dates of stay, assigned property.
• Communication history.
• Complaint tracking.
Automated Message Flow:
• 1 day before check-in: instructions
• Day of check-in: welcome message
• 1 day before checkout: reminder
• After checkout: review request
⸻
3.4 Cleaning Services Module
Cleaning tasks may be for:
• Our managed properties (scheduled after guest checkout)
• External cleaning clients from ad campaigns
Cleaning Order Pipeline:
1. New Request
2. Contacted
3. Details Confirmed
4. Scheduled
5. In Progress
6. Completed
7. Payment Pending
8. Paid (Card)
9. Paid (Cash)
10. Cancelled
11. Complaint
Each cleaning task must include:
• Address, time, type of cleaning
• Internal note: assigned cleaner (no login)
• Payment method:
• Prepaid by card
• Cash paid to cleaner
• Status of payment
• Before/after photos
• Automatic client reminders:
• 1 day before cleaning
• Morning of cleaning day
• Follow-up message after cleaning:
• Offer discount
• Ask to book again
⸻
4. Cleaner Management (Internal Use Only)
• Cleaners are not CRM users.
• Add cleaner records:
• Name
• Contact info
• Assigned schedule
• In each cleaning task:
• Assign a cleaner (visible to admin only)
• Track complaints per cleaner:
• Reason (lateness, quality, etc.)
• Complaint statistics
• Reports per month
⸻
5. Logistics & Driver Role
• Dedicated “Driver” role with mobile app access
• Driver sees only:
• Daily route (addresses + time)
• Cleaner info (optional internal note)
• Cleaning type
• Notes (codes, access, special requests)
• Route integration with Google Maps
• Status buttons:
• “Started”, “On Site”, “Completed”
• Driver uploads photos if needed
• Daily summary per driver
⸻
6. Payment Tracking
Each cleaning task must include:
• Total amount
• Payment method:
• Paid online in advance (Card)
• Paid in cash to the cleaner
• Status: Paid / Unpaid / Partial
• For cash payments:
• System tracks how much cash each cleaner collects per day
• At day’s end: cash is returned to the office
• Admin/billing confirms it against CRM records
⸻
7. Complaints Workflow
• Complaints can be attached to:
• A specific cleaning task
• A specific cleaner
• Reason categories:
• Late arrival
• Poor quality
• Rude behavior
• No-show
• Track complaint history per cleaner
• Internal reports by month
⸻
8. Marketing Integrations
• Facebook Ads
• Google Ads
• Instagram Lead Forms
Leads must be automatically sent to CRM and sorted by:
• Owner leads
• Cleaning clients
⸻
9. Communication & System Integrations
• WhatsApp Business API (official integration)
• Telegram Bot (two-way messages)
• Instagram Direct
• Facebook Messenger
• Email sync (Gmail, Outlook)
• IP Telephony integration (e.g. RingCentral, Zadarma)
• Google Calendar sync
⸻
10. Reporting & Dashboards
Must include:
• Booking calendar
• Cleaning calendar
• Owner reports
• Lead source reports
• Manager performance dashboards
• Complaint reports
• Cash collected daily
• Export to Excel / PDF
⸻
11. User Roles & Permissions
• Administrator: full access
• Property Manager: access to owners, guests, bookings
• Cleaning Coordinator: create tasks, assign cleaners, track progress
• Guest Support: view bookings, handle messages, complaints
• Driver: view daily routes (mobile only)
• Finance: view payment status and cash reports
• Cleaners: no CRM access — assigned and tracked internally
⸻
12. Mobile App Features
Required for:
• Drivers
• Managers
Includes:
• Push notifications
• Task view by role
• Route overview for drivers
• Upload photos, mark tasks as done
⸻
13. Final Notes for Developers / CRM Integrators
We are looking for a fully prepared and working CRM that matches all workflows listed above.
• If you believe additional features or improvements can help us work more efficiently, please feel free to suggest them.
• We are open to ideas and value your input.
• The system must be delivered configured and ready to use with support during initial setup and onboarding.
We look forward to your proposal.
Technical Specification for a CRM System
For a Vacation Property Management and Cleaning Services Company
⸻
1. Project Overview
We are launching a comprehensive CRM system to support two core business directions:
1. Vacation Property Management (trust-based management of short-term rental homes)
2. Cleaning Services (for our own properties and external clients)
The CRM must support client acquisition, internal team coordination, guest communication, payment tracking, task automation, and full integration with marketing and communication platforms. A mobile app is required for select roles (drivers, managers).
⸻
2. General Requirements
• The interface language must be English.
• The system must be cloud-based and accessible via desktop and mobile apps (iOS + Android).
• It must support role-based access control, with strict limitations on who sees what.
• The system must be fully customizable, ready to use, and easily scalable.
• Cleaners will not have CRM access, but their data must be tracked internally.
• We are looking for a ready-to-launch solution. If you believe something useful is missing, we are open to suggestions.
⸻
3. Core Business Modules
⸻
3.1 Property Management (Owners + Guests)
Key Features:
• Full property profiles: address, images, owner info, internal notes.
• Owner management: contracts, contact details, reports, communication history.
• Monthly owner reports: income, bookings, cleaning tasks, reviews.
• Booking calendar: manual entry or PMS sync.
• Guest management:
• Automated messages before, during, and after the stay
• Welcome info, lock codes, reminders
• Feedback request after checkout
• Integration with WhatsApp / Telegram / Email
⸻
3.2 Owner Acquisition Pipeline
We plan to attract property owners through advertising campaigns and convert them into clients.
Owner Lead Pipeline:
1. New Lead
2. Contact Attempted
3. Contact Established
4. Needs Assessed
5. Proposal Sent
6. Negotiation
7. Agreement Signed
8. Onboarding
9. Not Interested / Lost
Automation:
• Leads from Facebook Ads / Google Ads / Instagram are auto-created.
• Each lead is assigned to a sales manager.
• Managers get automatic reminders for follow-ups.
• Priority tags: High / Medium / Low
• Filter by: location, type of property, readiness, source.
• Reports per manager:
• Leads contacted
• Contracts signed
• Conversion rates
• Average deal time
⸻
3.3 Guest Communication Workflow
Guest record includes:
• Name, contact, dates of stay, assigned property.
• Communication history.
• Complaint tracking.
Automated Message Flow:
• 1 day before check-in: instructions
• Day of check-in: welcome message
• 1 day before checkout: reminder
• After checkout: review request
⸻
3.4 Cleaning Services Module
Cleaning tasks may be for:
• Our managed properties (scheduled after guest checkout)
• External cleaning clients from ad campaigns
Cleaning Order Pipeline:
1. New Request
2. Contacted
3. Details Confirmed
4. Scheduled
5. In Progress
6. Completed
7. Payment Pending
8. Paid (Card)
9. Paid (Cash)
10. Cancelled
11. Complaint
Each cleaning task must include:
• Address, time, type of cleaning
• Internal note: assigned cleaner (no login)
• Payment method:
• Prepaid by card
• Cash paid to cleaner
• Status of payment
• Before/after photos
• Automatic client reminders:
• 1 day before cleaning
• Morning of cleaning day
• Follow-up message after cleaning:
• Offer discount
• Ask to book again
⸻
4. Cleaner Management (Internal Use Only)
• Cleaners are not CRM users.
• Add cleaner records:
• Name
• Contact info
• Assigned schedule
• In each cleaning task:
• Assign a cleaner (visible to admin only)
• Track complaints per cleaner:
• Reason (lateness, quality, etc.)
• Complaint statistics
• Reports per month
⸻
5. Logistics & Driver Role
• Dedicated “Driver” role with mobile app access
• Driver sees only:
• Daily route (addresses + time)
• Cleaner info (optional internal note)
• Cleaning type
• Notes (codes, access, special requests)
• Route integration with Google Maps
• Status buttons:
• “Started”, “On Site”, “Completed”
• Driver uploads photos if needed
• Daily summary per driver
⸻
6. Payment Tracking
Each cleaning task must include:
• Total amount
• Payment method:
• Paid online in advance (Card)
• Paid in cash to the cleaner
• Status: Paid / Unpaid / Partial
• For cash payments:
• System tracks how much cash each cleaner collects per day
• At day’s end: cash is returned to the office
• Admin/billing confirms it against CRM records
⸻
7. Complaints Workflow
• Complaints can be attached to:
• A specific cleaning task
• A specific cleaner
• Reason categories:
• Late arrival
• Poor quality
• Rude behavior
• No-show
• Track complaint history per cleaner
• Internal reports by month
⸻
8. Marketing Integrations
• Facebook Ads
• Google Ads
• Instagram Lead Forms
Leads must be automatically sent to CRM and sorted by:
• Owner leads
• Cleaning clients
⸻
9. Communication & System Integrations
• WhatsApp Business API (official integration)
• Telegram Bot (two-way messages)
• Instagram Direct
• Facebook Messenger
• Email sync (Gmail, Outlook)
• IP Telephony integration (e.g. RingCentral, Zadarma)
• Google Calendar sync
⸻
10. Reporting & Dashboards
Must include:
• Booking calendar
• Cleaning calendar
• Owner reports
• Lead source reports
• Manager performance dashboards
• Complaint reports
• Cash collected daily
• Export to Excel / PDF
⸻
11. User Roles & Permissions
• Administrator: full access
• Property Manager: access to owners, guests, bookings
• Cleaning Coordinator: create tasks, assign cleaners, track progress
• Guest Support: view bookings, handle messages, complaints
• Driver: view daily routes (mobile only)
• Finance: view payment status and cash reports
• Cleaners: no CRM access — assigned and tracked internally
⸻
12. Mobile App Features
Required for:
• Drivers
• Managers
Includes:
• Push notifications
• Task view by role
• Route overview for drivers
• Upload photos, mark tasks as done
⸻
13. Final Notes for Developers / CRM Integrators
We are looking for a fully prepared and working CRM that matches all workflows listed above.
• If you believe additional features or improvements can help us work more efficiently, please feel free to suggest them.
• We are open to ideas and value your input.
• The system must be delivered configured and ready to use with support during initial setup and onboarding.
We look forward to your proposal.