On their website when a customer requests a quote they are first asked for details, this is automatically pushed to the CRM as a lead and the customer is then sent options for 3 different packages and delivery requests. The delivery charges are dependent on both the package and the geographic location, for which there is an editable lookup table. When a package is chosen a quote is sent out automatically requesting an online deposit. If a drop-off is required, the online booking calendar is then sent for the customer to choose a date and time which suits the client, if it is a collection the details are sent to the Laundry manager to add to the collection list.... Up to this point all interaction has been automated. 

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All that is left to do is wait for the rug to arrive and check the physical details against what the customer has sent. This has cut a huge amount of repetitive admin for the business owner, and all data is collected ready for future marketing campaigns.