Milton's — Bespoke CRM with WhatsApp Integration

Keeping in touch with customers is straightforward in principle — but in practice, most businesses end up with communication scattered across phones, email clients, and separate messaging apps, disconnected from the customer records that give them context. Milton's wanted a better way: a single place where their team could see everything about a customer and communicate with them directly, without switching between systems.

What We Built

We built a bespoke CRM tailored to their business, with WhatsApp messaging integrated directly into the customer record. The team can read and send WhatsApp messages right from the customer file, alongside all the other details — job history, notes, pricing, and contact information — so every conversation has full context without hunting for it elsewhere.

WhatsApp features

Full message history on the customer file. Every WhatsApp exchange is logged against the customer record as it happens, giving the whole team visibility of what was said and when.

Bulk messaging. The system supports sending personalised WhatsApp messages to a group of customers in one action. Messages are customisable using customer data — adding the customer's name to the opening line, for example — so each recipient receives something that feels individual rather than a broadcast.

Mark as unread. Wati doesn't allow messages to be marked as unread once viewed, which makes it easy to lose track of conversations that need a follow-up. We added this capability directly in the CRM, so the team can flag messages they need to come back to and stay on top of their inbox.

The integration is built on Wati, a WhatsApp Business API client, giving the system a reliable and compliant connection to the WhatsApp platform.

Beyond messaging, the CRM covers the full customer management workflow: job scheduling, invoicing, technician notes, redo tracking, and a sales grid for managing the pipeline — all built around how Milton's actually operates.