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CRM & Customer Support System Implementation Specialist

  • Posted:
  • Proposals: 56
  • Remote
  • #4492196
  • OPPORTUNITY
  • Expired
Mansoor M.Sapna D.Dhawal T.Christianah B.Yasir Ali M. + 51 others have already sent a proposal.
  • 4

Description

Experience Level: Expert
Project Overview
We are building a complete customer service operation from scratch and are looking for an experienced professional (or small team) to design, implement, and deploy an end-to-end system. This includes CRM setup, customer support/ticketing system, communication integrations, reporting dashboards, and workflow automation.

Scope of Work
• Set up and configure a CRM system (HubSpot)
• Implement a customer support/ticketing system (Zendesk, Freshdesk, or equivalent)
• Integrate communication channels (Email, Phone, Live chat, (WhatsApp/social)
Chatbot
• Design workflows (Ticket routing, SLA tracking, Escalation processes)
• Build reporting dashboards (Response time, Resolution time, KPIs)
• Create knowledge base (internal + customer-facing)
• Ensure all systems are integrated and working seamlessly
Key Deliverables
• Fully configured CRM system
• Functional support/ticketing platform
• Omnichannel communication setup
• Automated workflows and SLAs
• Reporting dashboards
• Documentation (SOPs / system usage guides)
• Basic team training (optional but preferred)
Required Skills & Experience
• Proven experience implementing CRM systems
• Strong background in customer support platforms
• Experience with API integrations and automation tools
• Ability to design scalable workflows and processes
• Experience building dashboards and reporting systems
• Strong problem-solving and system architecture skills
Preferred Experience
• Experience building systems from scratch
• Knowledge of customer experience (CX) frameworks
• Experience working with service-based businesses or contact centres
What We’re Looking For
• Someone who can take ownership of the full system setup
• Practical, solution-focused approach
• Clear communication and structured delivery
• Ability to recommend the best tools (cost vs performance)
Application Requirements
• Examples of similar systems built
• Recommended tools/platforms and justification
• Estimated timeline
• Proposed approach
• Rate (fixed)

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Clarification Board Ask a Question

  • Uthman M.

    Hi,

    Before submitting a proposal, I need to clarify a few key points to define the scope and architecture properly:

    What is the expected scale of the operation (team size, expected ticket volume, number of users)?

    Have you already selected specific tools (HubSpot, Zendesk/Freshdesk), or are you open to recommendations based on requirements and budget?

    Which communication channels are mandatory for phase one (email, phone, chat, WhatsApp, social), and are accounts already set up?

    Are there any existing systems that need to be integrated, or is this being built entirely from scratch?

    What level of workflow complexity is expected (basic routing vs advanced automation with SLAs, escalations, and custom logic)?

    What reporting depth is required (standard dashboards vs custom KPI frameworks)?

    Is training and documentation expected as part of the initial delivery or as a separate phase?

    What is the target timeline and budget range for a full end-to-end implementation of this scope?

    Once these details are clear, I can propose a structured, phased approach and suitable system architecture.

  • Eight Veer Ltd

    What is the first customer support journey you need the system to handle; from enquiry coming in, through ticket assignment and escalation, to resolution and reporting?