What's really going on

You're handling 10-50 inquiries a month with 2-3 people, and leads arrive through three doors: web form, email, walk-ins. The pain isn't volume. It's that a walk-in today and an email next week look like two different people, and the quote sits in a doc while the bill sits somewhere else. Things slip in the gaps between those tools, not inside any one of them.

What to do instead

1. Capsule CRM (free tier, EU-friendly) — one shared contact list with notes, so a walk-in, an email and a web form lead become one record. Web form leads can pipe straight in.
2. Make (free tier) — one scenario that pushes every web form submission into Capsule as a new contact with the inquiry text, so nobody retypes anything.
3. Habit — at end of day, whoever talked to a walk-in adds them to Capsule before going home. Sixty seconds per person.

First action, 30 minutes: open Capsule, create the free account, import your last month of email inquiries by forwarding them to the Capsule dropbox address. You'll see your real pipeline by tonight.

What you're being oversold

If anyone pitched you HubSpot Sales Hub or Freshsales paid tiers, ignore them — at 10-50 inquiries with 3 people, you'll pay for pipeline automation you'll never switch on, and get pushed to a paid plan inside a quarter. Folk is lovely but priced for agencies, not a 3-person shop juggling quotes and bills. Doing nothing means a walk-in you quoted on Tuesday gets forgotten by Friday, and you only notice when they buy from someone else.

When to revisit this

When you cross ~80 inquiries a month, or when quotes-to-bills starts needing its own person.

The part worth getting right

The judgment call is whether your quotes and bills should live inside the CRM or stay in your accounting tool. If most of your time goes into chasing unpaid bills, you want the CRM light and your bookkeeping tool (Moneybird, e-Boekhouden, whatever you use in NL) doing the heavy lifting — Capsule just tracks the conversation. If most of your time goes into writing and revising quotes before they ever become bills, you want quoting inside the CRM and accounting downstream. Pick the wrong side and in six months you're either retyping every quote twice, or paying for CRM features your bookkeeper already does. Which half of the week eats more of your time — chasing money owed, or writing quotes that haven't been accepted yet?