# Restoration call-to-CRM reconciliation

A working template from Hank: https://www.dialhank.com/blog/ice-dam-leak-job-never-gets-built

At shift change, compare the call log, recipient acknowledgement and CRM records.

For each qualified inquiry, record:
1. Call time and reference
2. New inquiry or existing job
3. Confirmed property and callback number
4. Expected CRM destination and actual record reference
5. Assigned recipient and acknowledgement time
6. Current outcome: awaiting contact / accepted / booked / outside scope / duplicate / unresolved
7. Owner and next check time for any exception

Example using fictional data:
- 21:10: kitchen leak inquiry; on-call coordinator notified.
- 21:12: coordinator acknowledges; CRM record reference is missing.
- 21:15: coordinator checks for an existing record before creating a duplicate.
- 21:20: correct record identified or recovered; reference attached to call; remaining follow-up assigned.

Count an inquiry as booked only when your booking criteria are met. Keep answered calls, qualified inquiries, accepted handoffs and booked jobs as separate metrics.