IT support CRM that follows up on every lead
The one-time outage fix should have become a monthly agreement
IT support CRM for an IT support company holds quotes, follow-up and missed-call text back. IT support providers use it for the jobs that already fill the week. The server is down or the email stopped, and someone searches for help in a panic. They. The CRM is free to start. Text-back comes with Ascended, $449 a month.
Puffly helps you follow up with small offices after the fire drill is over. Puff points out who is ready for a real agreement. Free to start.
Where IT support company leads come from
Office managers in a crisis
The server is down or the email stopped, and someone searches for help in a panic. They will hire whoever can be on-site or online fastest.
Referrals from other local businesses
Accountants, bookkeepers, and phone vendors who see small offices struggle with tech and pass your name along.
Existing clients adding staff or a location
A client who hires three new people or opens a second office needs new laptops, accounts, and a network.
Owners who outgrow the nephew who does IT
A practice or shop that has been getting by with a friend or family member and now needs someone reliable.
What slow follow up costs an IT support company
Small offices call when something is broken, and once it is fixed they go back to ignoring IT until the next problem. If you do not follow up while the pain is fresh, the chance for an ongoing agreement fades. A proposal sent after an assessment can also sit on a busy owner's desk for months.
IT support CRM features: quotes, follow-up and missed-call text back
Puffly's pipeline is yours to name. Here is one way an IT support company could lay it out.
- Inquiry or emergency callSomeone called about a problem, or asked what ongoing support looks like.
- Discovery callYou talked through their setup, headcount, and what is causing the most pain.
- Network and systems reviewYou looked at their equipment, backups, and accounts and wrote down what you found.
- Proposal sentThe owner has a monthly plan or project price and is deciding.
- OnboardingThe agreement is signed and you are documenting their systems and getting everyone set up.
Follow up moments worth a reminder
You fixed an office manager's outage on Tuesday and there is no ongoing plan yet
"Hi Carmen, glad we got you back up on Tuesday. Want me to look over your backups and updates so it doesn't happen again? Takes about an hour."
The review is done, the proposal went out ten days ago, and the owner has not answered
"Hi Dr. Ellis, following up on the proposal. Happy to walk through it on a quick call and adjust anything that seems off for your practice."
A client has been with you for a year and a new hire starts next month
"Hi Ray, I saw you have a new hire starting soon. Want me to set up their laptop and accounts before day one?"
Puff, your AI teammate, drafts these messages and lines up who to call next. You approve or edit each draft, even from a phone notification, and you get 10 seconds to cancel before it sends.
The shape of the year
Year-end budget planning and January bring a wave of equipment and security questions. Busy seasons for other businesses, like tax season for accountants, are when downtime hurts most, so reach out ahead of them. Slower weeks are a good time to send old assessments back to owners who were not ready.
Missed calls and after-hours calls
IT support work misses calls because the person who would answer is already with a customer. The server is down or the email stopped, and someone searches for. The next caller rarely leaves a voicemail they trust. They phone another IT support company and book whoever picks up.
Missed-call text back covers that gap. The call still rings your phone first. If you do not pick up, the caller gets one text in your words, with your business name and a reply STOP line, and the missed call is saved as a lead. Consent and quiet hours still apply. If no text goes out, the call says why. It comes with the Ascended plan at $449 a month.
Year-end budget planning and January bring a wave of equipment and security questions. Busy. That is when an unanswered phone costs the most jobs. An AI receptionist can pick up, take the details and book a time when you allow it. Each call ends as Booked, Message, Transferred or Failed. Text back is the written reply. Many IT support providers use both.
IT support lead follow-up, step by step
IT support lead follow-up is a short sequence, not a pile of reminders. Work the deal in this order, and write the date on it before you leave.
- Inquiry or emergency callCapture it the day it arrives. Someone called about a problem, or asked what ongoing support looks like. A it support lead that stays in a private text is the one that goes cold by Thursday.
- Discovery callSend the number with the day you will check back. You talked through their setup, headcount, and what is causing the most pain. Put that check on the it support deal so it does not depend on memory.
- Network and systems reviewWhen they say yes, book the date and write what you promised. You looked at their equipment, backups, and accounts and wrote down what you found. The customer should see the same facts you do.
- Proposal sentDo the work, then say what happens next in one message. The owner has a monthly plan or project price and is deciding. A short update prevents the call that asks if you forgot them.
- OnboardingAfter the job, ask for the review or the next visit while it is fresh. The agreement is signed and you are documenting their systems and getting everyone set. Then close the loop on the record.
If a IT support company step sits still, Puff can draft the next message and send it to your phone to approve or edit. Nothing Puff drafts goes out until you say so. The list itself is free to start.
Jobs, seasons and objections for an IT support company
Treat each source as its own next step. A it support week usually mixes Office managers in a crisis, Referrals from other local businesses, Existing clients adding staff or a location, Owners who outgrow the nephew who does IT. Write the source on the deal when you create it, along with the customer's words, so Monday's list shows a new ask apart from a repeat customer. The server is down or the email stopped, and someone searches for help in a panic. They will hire whoever can be. Accountants, bookkeepers, and phone vendors who see small offices struggle with tech and pass your name along. The point of the list is that those two do not get the same follow-up.
IT support CRM FAQ
Can I track a monthly client and a one-time job differently?
Yes. Use the pipeline for new agreements, and use tasks for renewals and reviews. You can add a note or a tag to show who is on a plan and who is a one-time fix.
Does Puffly replace my ticketing or monitoring tools?
No. Keep using your ticketing, remote management, and monitoring software. Puffly is where your leads, proposals, and follow up live.
What if a call comes in while I am on a job?
You can turn on missed-call text back, an opt-in automation, so a caller gets a reply. Puff Voice, an AI receptionist, is also available as a paid add-on if you want calls answered.
Puffly for related trades
Guides
Start with the free CRM.
Leads, contacts, deals, tasks and your own branded lead form cost nothing. No card to start. Bring your leads in from a Google Sheet or add them by hand.
Start free