C&D Pest & Estate Management — Bespoke CRM & Customer Portal

C&D Pest & Estate Management needed more than a standard off-the-shelf CRM. The business manages recurring pest-control contracts, one-off enquiries, multiple technicians, scheduled visits, customer service reports, contract renewals, compliance documents and day-to-day field operations.

The aim of the project was to bring those processes together into one system built specifically around the way C&D operates, rather than forcing the business to adapt to a generic CRM platform.

I designed and developed a completely bespoke private CRM covering the full operational journey from creating a customer or enquiry through to assigning technicians, scheduling visits, completing jobs, producing customer reports and maintaining ongoing contracts.

A major part of the system is customer and contract management. Customer records bring together contact information, service locations, contracts, scheduled visits, completed reports and related documentation. Recurring contracts can be created and managed within the CRM with service schedules, renewal information, agreement details and contract signing workflows.

The CRM also includes a dedicated process for one-off pest-control enquiries. Office staff can create an enquiry, record the pest issue and customer details, assign the job to a technician and allow the technician to arrange the appointment. Once booked, the job becomes part of the main scheduling and visit workflow rather than sitting separately in emails or spreadsheets.

Technician scheduling and dispatch were another major part of the build. Weekly and monthly calendar views provide visibility across upcoming work, while a dedicated dispatch area allows unassigned visits to be reviewed and allocated to technicians. Technician workloads can also be reviewed to help the office distribute work more effectively.

Field staff have their own streamlined CRM experience designed around mobile and tablet use. Technicians can view assigned jobs, access customer and contract information, progress visits, complete digital job sheets and record treatment information while on site.

Completed work can generate professional customer service reports which are stored against the relevant job and customer. PDF reporting and automated communication mean important documentation can be created and delivered without relying on manual paperwork.

The platform also includes a secure customer portal. C&D can choose which customers receive access and send portal invitations directly from the CRM. Customers can then access information relating to their own account, including upcoming visits, completed service reports, contracts and selected compliance documents.

Vehicle and equipment inspections have also been brought into the system. Weekly safety and vehicle checks can be completed digitally, creating a clearer inspection history and helping the business maintain internal health and safety records.

Compliance documents can be stored and managed within the CRM, including expiry information where required. Specialist workflows such as Woodworm Treatment Certificates can also generate professional PDF documentation against the relevant work.

Different staff roles provide appropriate levels of access for administrators, managers and technicians. Technician-created customers or contracts can pass through approval workflows where required, while internal notifications and activity records help management keep track of important changes throughout the CRM.

The system also connects with Xero, allowing the business to continue using its established accounting platform while linking relevant financial information into the wider operational workflow.

Overall, the project is designed to centralise the operational side of C&D Pest & Estate Management into one system — giving office staff better visibility, technicians clearer access to their work and customers a more professional way to access their own records.