Overview
- Team: 14 staff across two sites
- Tools in use: HubSpot/Zoho, Google Calendar, Gmail, WhatsApp Business, Google Sheets
- Goal: Faster session booking, fewer no-shows, less manual admin
Challenges
- Booking enquiries took 6–24 hours to confirm manually
- Parent messages were long and unstructured — staff had to read everything before triaging
- Double-bookings and no-shows with no automated follow-up
What we built
- CRM ↔ Calendar ↔ Email sync — zero copy-paste via n8n
- AI message summaries: 5-line summary, sentiment, and recommended action per enquiry
- No-show reminder flow with WhatsApp Business API
Stack & Integrations
- n8n (workflow automation)
- HubSpot / Zoho CRM
- Google Calendar, Gmail
- WhatsApp Business API
- Google Sheets / Docs
- OpenAI / Claude (message summarisation)
Results
- ~15 hours/week saved across admin staff
- No-show rate down ~35%
- First-response time: ~14 hours → <2 hours
Timeline
- Discovery: 3 days
- Build: 8 days
- UAT: 3 days
- Handover: 1 day
Governance
- UK GDPR compliant — data processing agreements in place
- Least-privilege API access; PII redaction in LLM prompts
- Alerts and retry queues for failed steps
- 30-day log retention policy