PRACTICAL GUIDES · OCTOBER 14, 2026
Inquiry tracker or CRM: which does your service business need?
Choose the smallest tool that covers your actual workflow. A request inbox can help organize first contact. A CRM may be a better fit when the work continues across estimates, scheduled jobs, teams, and customer history.
Start with the missing step
Write down what happens after your website form is submitted. Who sees it? Who responds? Where do you record whether the customer booked? If those steps already work in your scheduling or CRM system, adding another inbox may create duplicate work.
When a small tracker can be enough
A simple tracker can fit an owner who needs one place to review inquiries, check service-area fit, prepare a reply, and update status. It is most useful when the owner is comfortable handling calls and email manually and does not need detailed team assignments or dispatch.
When to choose a CRM or field-service system
Look at a broader system if you need estimates, invoicing, calendar dispatch, automated messaging, multiple staff roles, or a long customer-service history. Verify each feature with the provider. A low subscription price is not a saving if the tool leaves an essential part of your workflow undone.
Try the real handoff before paying
Use fictional data to walk through an inquiry, owner review, follow-up, and status update. Confirm login requirements, volume limits, data handling, and whether the person responsible will actually check the inbox. Do not replace an existing working form until the new path is verified.
Relay's current scope
Relay offers a browser-based inquiry form and owner inbox with service/ZIP checks, reply drafts, and manual status tracking. Owner access uses ChatGPT sign-in. It does not provide automated email/SMS, phone answering, estimates, invoicing, or dispatch. Founding evaluation is currently free; planned pricing is $39/month. Optional $99 setup is reviewed for website compatibility and agreed scope first.