It was never about the leads. It was about knowing the job first.

How it works

1. Your team tells Hermia what customers need to know, the way they would tell a new colleague: “Saturday inspections now start at 10am.” “Gutter cleaning is paused until March.” “The function room is booked out in December.” A photo of a price board, a brochure, a PDF or a voice note works too.
2. Hermia reads it and shows the person what it understood, so nothing is saved that they didn’t mean.
3. Each note has two parts: what customers may be told, and what stays with your team. Only the first part is ever used in an answer.
4. When a customer asks a question, Hermia answers it from those notes, in plain words, on the same channel they wrote on.
5. Every answer is checked twice before it is sent: that every number, date and amount matches your note exactly, and that the answer says nothing your notes don’t.
6. If the notes don’t cover the question, Hermia tells the customer it is checking with the team and asks the person who owns that topic. Their reply goes to the customer word for word, and Hermia offers to remember it for next time.
7. Each person sees and edits their own notes. Owners and admins see the whole team’s.

How it works

1. You choose where each kind of update goes: the part of your CRM and the heading. For example, supplier invoices under purchases, new equipment under assets, new codes in your price list, and changes to a customer on that customer.
2. Your team sends Hermia a voice note, a photo or a PDF, on WhatsApp or from the Hermia page on any phone or laptop: “This week’s produce invoice, paid today.” “Signed form for 9 Elm Ave.” “New unit for the Smith Street site, serial plate attached.”
3. Hermia reads it and picks out each detail: what it is, amounts, quantities, dates, codes, serial numbers and who it’s about.
4. Each detail goes where you chose. You decide how: shown to the person first for a quick check, or straight in. Straight in is only used when Hermia is sure of the right record; otherwise it is shown first.
5. Every word and number comes from what was sent. Nothing is added, guessed or reworded. A filed update can be undone for ten minutes.
6. Hermia already looks after new enquiries from the first message. Automate is for everything else your CRM needs to know.
7. On Simpro, Hermia writes it straight in, and a photo of a serial plate becomes the asset on the site. On any other system, each update arrives by email, laid out under your headings and ready to add.

What you set

1. The channels your enquiries arrive on, and the channel your customers are answered on.
2. Your industry or trade, so the standard questions match the work you actually do.
3. Your own questions, up to 35, in your own words.
4. How the next step works: an estimate drawn from your own price list, or a simple yes or no confirmation.
5. Who is told when a lead is ready, by email.
6. You review your whole setup on one page before anything goes live.

What happens

1. When you save your configuration, Hermia is set up with your questions, your wording and the people who should hear about each job.
2. You receive your customer ID, the reference you use for any change you ask for later.
3. Every enquiry is tied to your business from its first message, and every record, note and answer stays with it. A customer of two businesses is never mixed between them.
4. The system that runs your conversations is checked every day. If anything is off, our team is alerted and puts it right before it affects your enquiries.
5. Each step of a job your office sends to the team is kept in a permanent record that can’t be changed afterwards, so you can always see what happened and when.

What happens

1. Enquiries arrive from email, including marketplace notifications, and from Facebook, Instagram and TikTok messages. Missed calls can be added as an optional feature. Lead forms on Facebook, Instagram, LinkedIn and Google Ads are coming soon.
2. Genuine requests for help are separated from receipts, newsletters, supplier mail and everything else that isn’t work.
3. The real customer is found behind the message, even when the enquiry was forwarded by a property manager or sent through a platform.
4. The location and the kind of work are checked against your service area and what your business does before the enquiry goes any further.

What happens

1. An identical enquiry arriving again is recognised and set aside before anything else happens.
2. The first message to a customer is sent once, never twice, even if the same enquiry is delivered again.
3. A customer who writes again in the middle of a conversation stays in that same conversation.
4. Answers sent in pieces (a sentence, another sentence, then a photo) are gathered into one before Hermia replies.
5. A returning customer with a new job is welcomed back, and the new job becomes its own enquiry with its own record, linked to the customer you already have.

What happens

1. Within about a minute, the customer hears from Hermia, introduced as the digital assistant for your business.
2. The first question is the one that matters most: how urgent is it? Emergency: needs assistance today, Urgent: within 2 to 4 days or Standard: this week is fine.
3. If the customer’s number can’t receive WhatsApp, the same first message reaches them by email, with the same choices one tap away. SMS isn’t available yet.
4. Customers can write, and be answered, in their own language. Your team reads everything in English.
5. Every customer can reply STOP to opt out at any time.

What happens

1. Every enquiry starts with how urgent it is. For trades, the standard questions follow: the problem, the site, access, safety, timing and who is paying.
2. Your own questions follow, in the order you set.
3. Each new question is reviewed once when you add it. Spelling and grammar are tidied without changing the meaning, and a question too vague to answer is flagged to you.
4. If an answer can’t be used, the question is asked again with an example of a good answer.
5. Voice messages and videos are written out as text, so a customer can answer however suits them.
6. You can change your questions whenever you need to (once you’re live, a USD 500 change request). The change applies from the customer’s next reply.

What happens

1. Every answer is checked before it counts. If the check can’t run, a backup takes over; if no check can run, the answer waits rather than slipping through.
2. OK is not an answer to a question that asks for a fact, and neither is a string of random letters. Both are asked again.
3. A customer who still can’t answer after three attempts is moved on politely, and the record says exactly that: Not answered (asked 3 times). Urgency is never assumed.
4. Every message Hermia writes is checked before it is sent: no times it can’t keep, no promises, no prices or links unless they are your own, and nothing longer than a short reply. A message that fails the check is replaced by the plain question.
5. Nothing is filled in on the customer’s behalf. If they didn’t say it or show it, it isn’t in the brief.

What happens

1. Photos and videos are checked against the enquiry before they are saved or passed on.
2. Unrelated or inappropriate images never reach your team. The customer is asked, politely, for a clear photo of what they need help with.
3. Several photos sent at once receive one reply, not several.
4. Accepted photos and videos stay with the same job, so your team sees the problem rather than reading about it.
5. A photo a customer sends after the job is kept on that job and passed to your office.

What happens

1. If a new customer hasn’t replied after 24 hours, Hermia sends one friendly follow-up on WhatsApp.
2. It only goes out between 9am and 7pm in your business’s own time zone. Never at midnight.
3. It is cancelled the moment the customer replies, and never sent for an enquiry that is closed or more than three days old.
4. There is never a second one.

What arrives

1. The enquiry goes straight into the system your team already works in, with the description and notes already written and every answer to your own questions on its own line.
2. A private lead docket is emailed to the people you chose, with the answers to your questions and the photos.
3. For trades on Simpro, your office can find the right person from the docket, confirm a time and send them the job, with the address, access details and brief on one page.
4. System not connected yet? Every prepared enquiry still reaches you straight away as the lead docket by email. If a delivery to your system can’t be confirmed within 30 minutes, the full brief is emailed to you instead. Nothing is lost.

Before anything is saved

1. One enquiry, one record. The same enquiry sent twice, or a customer writing on two channels, becomes one record, not three.
2. Matched to the customer you already have. When your system already holds the customer and their site, the enquiry joins their history instead of starting a duplicate.
3. Urgency on every record. Needed today, within days, or this week is fine, so the most urgent work is seen first.
4. No silent blanks. If something wasn’t answered, the record says so: Not answered (asked 3 times).
5. Photos, videos and voice, made usable. Photos are checked, then kept with the enquiry they belong to. Videos and voice messages arrive as text your team can read.

What happens

1. Hermia finds the right person and a free time in your system, and your team confirms it. Or you choose to let Hermia book automatically.
2. The confirmed booking is written into your schedule, and the customer is told the day and time once, on WhatsApp or by email.
3. If a booking moves to another person or time, the customer is told once, and so is the team member.
4. The team member can be sent the job: the day, time, address, access details and brief, with a link to add their notes after the job.
5. Owners and admins see every booking in one list, with how each customer was told.

What happens

1. When a messaging channel asks Hermia to slow down, messages wait their turn and go out within minutes. They are never thrown away, and never swapped for something less suitable.
2. Enquiries arriving in a rush are queued and handled in the order they arrived.
3. Every check has a backup. If nothing can check an answer, the answer waits rather than slipping through unchecked.
4. Anything that fails is tried again automatically, and our team is alerted the moment something needs a person.

What happens

1. Calls you can’t answer go to your Hermia number, and the caller can leave a message.
2. Hermia messages the caller back on WhatsApp within a few minutes and asks your questions, as it does with every enquiry. Your team gets the brief.
3. If the caller can’t be reached on WhatsApp, your team is emailed to call them back, with their message written out.
4. Missed calls is an optional feature, with its own setup fee and monthly fee. It isn’t offered to finance businesses, because Hermia never messages their customers, and isn’t offered to clinics yet.

The lines we hold

• No final prices. Estimates come only from your own price list, and anything uncertain goes to your team instead of being guessed.
• No expert judgement. Hermia never makes safety assessments, never gives legal, medical or financial advice, and never stands in for licensed or regulated work.
• No promises it can’t keep. It never offers a time your team hasn’t got.
• No pretending. An unanswered question is recorded as unanswered.
• No messages to finance customers. Finance enquiries are read and briefed for your team; Hermia never writes to the customer.
• No taking your customer. Hermia speaks for your business, and the relationship stays yours.
• No holding on. A customer who replies STOP is not contacted again.

Before and after

1. An enquiry at 9pm waits until morning.It is answered in about a minute, day or night, as your business.
2. Someone rings back to ask the basics.Your questions are asked one at a time, and asked again when an answer can’t be used.
3. The same customer ends up in three records.Existing customers are matched before anything new is created.
4. Leads are forwarded around the office.Each person you choose gets their own private copy of the brief.
5. What your business knows lives in someone’s head.It lives in Hermia Notes, and answers your customers in your words.
6. Invoices, new equipment and codes get typed in by hand.A voice note, photo or PDF goes into your CRM, where you chose.
7. Nobody is sure a booking was confirmed.Your team confirms the time, or Hermia books it automatically if you choose, and the customer is told once.