How brick-and-mortar SMBs can capture website inquiries, sync them to a CRM, notify staff via Gmail, and use SMS as a fallback so leads are never missed.
Why This Matters for Brick-and-Mortar SMBs
Even if your business runs primarily in person — retail shop, auto repair, clinic, gym — customers expect a quick digital response. A simple website form can be the difference between a new client and a lost lead. But too often, inquiries get buried in email or forgotten on sticky notes.
This workflow ensures every inquiry is captured, logged, and acted on.
Step 1: Add a Basic Website Form
- Fields: Name, Email, Phone (optional), Message.
- Keep it short and mobile-friendly.
- Example: "Request an appointment" or "Ask a question."
Step 2: Connect to a CRM
- Use Odoo, HubSpot, Zoho, or even Google Sheets as a starter CRM.
- Each form submission creates a new contact record automatically.
- Tag contacts by source (website, walk-in, referral) for reporting.
Step 3: Push to Gmail
- Auto-generate an email notification with the customer’s details.
- Send to the business owner or staff inbox.
- Subject line example: "New Website Inquiry: Jane Doe"
Step 4: Optional SMS Alerts
- Use Twilio, ClickSend, or Zapier SMS integration.
- Send a short text like: “New website inquiry from Jane Doe — check Gmail/CRM.”
- Ensures urgent leads don’t get buried in email.
Benefits for Brick-and-Mortar SMBs
- No lost leads: Every inquiry is tracked in CRM.
- Faster response: Staff get instant email/SMS alerts.
- Customer list building: Contacts can be reused for loyalty programs or seasonal promotions.
- Scalable foundation: Start simple, expand later (e.g., appointment booking, loyalty apps).
Example Use Cases
- Local Gym: Website form → CRM → SMS alert to trainer when someone requests a trial class.
- Auto Repair Shop: Customer books appointment online → Gmail notification → SMS to service manager.
- Dental Clinic: Patient fills contact form → CRM record → SMS to receptionist so they don’t miss it.
Implementation Checklist
- [ ] Website form live and tested
- [ ] CRM connection configured
- [ ] Gmail notifications enabled
- [ ] Optional SMS alerts tested
- [ ] Staff trained to respond within 24 hours
Final Note
Digital transformation doesn’t have to be complex. For brick-and-mortar SMBs, even a basic contact capture workflow can prevent lost opportunities, improve customer service, and build a foundation for future automation.
👉 Ready to set this up? Contact us to get started.