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What's the best way to keep track of my customers at my restaurant?

I've read through the various threads about traditional customer support here, and a couple on how to pull CRM into the mix.

I'm looking to implement a system (or series of products that work together) that does the following for our restaurant:

Call Management:
- manage inbound calls
- voicemail for employees (i.e. their own voicemail boxes)
- a phone tree for standard information (e.g. operating hours)
- can support 2-3 desk style phones for inbound / out bound calls.
- send outbound calls (e.g. reservation reminders)
- send outbound txts (auto generated / ad hoc)
- manage inbound emails

E-Mail Management:
- canned responses for email
- send outbound emails (e.g. confirmations, post dinner follow up)

CRM:
- maintains profiles for each diner we have a phone number + email + reservation data for
- displays a summary of what we know as part of the call / email dashboard (e.g. shows that 'bill.gates[at]msft.com' has dined x time, spent y dollars, and has an upcoming reservation on the 25th.
- keeps a record of all touch points across phone, email, sms, web, and mobile (future)

I'm not opposed to building some bespoke product, but I'd rather connect up a series of services and possibly write some bridge / API code as needed.

5 Replies

Matthew Watson
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Matthew Watson Entrepreneur
Principal, InfiniteIQ Consulting, LLC
Contact the guys at StarPound. https://starpoundtech.com

Gopi Mattel
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Gopi Mattel Advisor
Director, Chennai Area at The Founder Institute
This looks like an option. http://nextrestaurants.com/loyalty-marketing/getting-started-restaurant-crm-selecting-vendor/

Or you can start with SugarCRM to build your custom app.
Ed Jeffers
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Ed Jeffers Entrepreneur
MD at EDGE +
Have a look at these guys http://rmpos.com/. Its a Microsoft product leverageing MS Dynamics off the back end with some very cool feature around mobile, email and activity tracking. I would find a certified reseller that has some experience with VOIP to tie in your phone system as well. Its slick solution and almost out of the box. Good luck. Regards, Ed Jeffers 0404 835 176
Stephen Campbell, PMP
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Project Management Professional
Curious what direction you've taken, Derek? Sounds like you're a prime candidate for a premium Zapier account as well, if you haven't yet subscribed. Also, Grasshopper is a highly reputable solution that can address the call management. Pair it with Zapier for your email marketing/capture and the same for whichever CRM is most suitable for your business - there are tons.

How are you faring?
James Allen
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James Allen Entrepreneur
Co-founder & CCO at Passport Scholars
I realize this comment is coming long after the original question was posted, but some may still find this information useful.

Practically everything you were looking for under call management (e.g. managing inbound calls, employee-specific voicemail, phone tree, useable with physical phones, etc.) can be achieved with Telzio.

I've been a Telzio customer for over a year now and am very happy with their product and the support they provide. I think they're a great alternative to Grasshopper and RingCentral.
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