From scattered ticket enquiries to one structured sales flow.

Customer enquiries arrived through WhatsApp, X and Instagram. Information about the event, number of tickets, budget, seating preferences and next steps had to be gathered manually through individual conversations.

As enquiry volume increased, customer information and follow-up became fragmented across message threads and manual notes. The owner had to spend time repeatedly collecting information, keeping track of requests and sending routine updates.

The challenge was therefore not simply to introduce a CRM. It was to create a structured process around the customer journey without removing the personal sales dialogue.

SR Konsul mapped the journey from initial enquiry to offer and identified which steps required the owner's commercial judgement and which could be structured or automated.

A dedicated enquiry form was created to collect the information needed to assess each ticket request. Submissions were connected to an automated CRM structure that organises customers and individual enquiries and gives the owner a clearer view of status and next actions.

Automatic confirmations were added when a new enquiry was received, and the offer process was structured so customer communication and follow-up could be handled with less repetitive manual work.

Additional scope included Meta Ads and Google Ads to support customer acquisition.

The business moved from managing enquiries across social message threads and manual notes to running the customer process through one structured system.

Customer information and enquiries can now be managed centrally, routine communication can be handled automatically, and the owner has a clearer view of what requires attention.

Most importantly, manual work is concentrated where human judgement creates value: finding the right tickets, assessing prices and managing the commercial relationship with the customer.