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Marketplace platforms · CRM

Keep one record for every provider and every buyer, from first contact to repeat booking.

A CRM for a marketplace tracks two kinds of contact, providers who supply and buyers who book, in the same system with different stages. GullySales sets up the fields, stages and rules so field agents, telecallers and support see the same history.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

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What CRM means

A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.

Also for marketplace platforms

Sales and marketing for marketplace platforms, the overview.

Last updated 18 Oct 2026.

For marketplace platforms

Where it usually goes wrong, and what we would do.

  • “The platform database is not a CRM”

    The app knows who registered and what was booked. It does not hold the call that a field agent made, the reason a provider went quiet or the promise a telecaller gave. A CRM keeps this human history beside the transaction record, so the next person who calls knows the story.

  • “Providers need stages that match their journey”

    A provider moves from lead to registered, from registered to verified, from verified to first lead answered, then to first job completed. A single status of active hides where providers drop out. Separate stages show exactly where onboarding stalls.

  • “Buyers need a record only when they matter”

    Every one-time guest does not need a sales stage. Repeat buyers, business buyers and those with a pending job do. Deciding which buyers get a record and which are only counted keeps the system useful instead of cluttered.

  • “Field and telecalling teams lose leads in notebooks”

    A field agent who signs up a provider in a market and notes it on paper creates a lead nobody follows. Whatever the agent uses on the ground must write to the same record the telecaller sees, even if it is a simple form.

What we do

What we deliver for marketplace platforms.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Two pipelines in one CRM

    A provider pipeline and a buyer pipeline, each with stages, owners and rules for moving a record forward.

    Result: A pipeline view for each side with a named owner for every stage.

  2. A field-agent capture form

    A short mobile form for agents to record a provider on the spot, with the trade, area and consent to be contacted.

    Result: A form that creates a CRM record at the end of every visit.

  3. Source and locality fields

    Fields recording where a contact came from and which locality they belong to, so reports read by area and by channel.

    Result: A report of contacts by source and by locality.

  4. Link to the platform data

    A routine for bringing registration and booking events into the CRM, so stages update from real activity.

    Result: Stages that change when a provider answers a lead or completes a job.

  5. Rules for who owns a record

    Written ownership rules between field, telecalling and support, so no provider is called by three people or by none.

    Result: A one-page ownership guide for the team.

How the result is measured

  • Enquiries logged in the CRM
  • Data completeness
  • Reports generated from CRM data

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full CRM implementation and customisation page

Fields worth keeping

A marketplace CRM needs fields for two kinds of record.

Side (provider or buyer)
Set by whoever creates the record. It decides which pipeline stages, scripts and reports apply to the person.
Locality and service
Filled at first contact. It lets the team see where supply and demand meet, and where they do not.
Owner of the record
The field agent, telecaller or account manager. One name stops two people calling the same provider and losing track.
Last booking date
Pulled from the platform. A provider whose last booking was long ago needs a call, and the field makes that list easy.
Reason for inactivity
Entered by the person who called. Providers say they have no time, no work or no trust, and each needs a different fix.

Who it is for

This is written for these marketplace platforms.

  • Home and local services marketplaces
  • B2B sourcing and trade marketplaces
  • Freelancer and professional talent marketplaces
  • Rental and equipment-sharing platforms
  • Tutor, coach and course marketplaces
  • Used goods and vehicle marketplaces
  • Farm produce and agri input marketplaces
  • Event, wedding and vendor discovery platforms

Not for

It is not the right fit if.

  • Your team is under a dozen providers and buyers, where a shared sheet with a clear owner column will do the job.
  • The platform's booking data cannot yet be exported, so the CRM would hold stale information on every record.
  • Nobody has agreed who owns a provider record after onboarding, so the CRM would show conflicting entries from day one.

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We sit with the people who sell and write down how a deal moves from enquiry to payment, including where it stalls.

  2. 2

    Agree stages, fields and owners

    Each stage gets a name your team already uses and a proof that the deal has left it. We agree which fields are required at which stage, and who may change what.

  3. 3

    Build on a copy

    Pipeline, fields and views are built on a trial copy where the CRM offers one, or in a separate pipeline where the plan allows. Live work stays untouched.

  4. 4

    Connect channels, then switch on automations

    Channels are connected first. Each automation is then switched on separately, so a misfiring rule is easy to find.

  5. 5

    Test with real deals

    The people who will use the CRM run open deals through it. Gaps are fixed before the whole team switches over.

  6. 6

    Switch over and trim

    Once real use shows which fields stay empty and which stages nobody uses, those are cut and the handover record is updated.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Which CRM should a marketplace use?
The one your team will keep up to date and that can take data from your platform. We help you list what you need and compare real options in use in India.
Can the CRM stop leakage?
It cannot stop it alone. It does show which providers' bookings fell after the first job, so a person can call and find out why.
Should buyer records go into the CRM at all?
Only the ones who matter to a person, such as repeat buyers or businesses buying often. Individual one-time buyers belong in the platform database. Putting every buyer in the CRM floods it and hides the records your team needs to act on.
How do field agents use it on the ground?
Give them a short mobile form they can fill at the provider's shop. Long forms get skipped. Capture trade, locality, contact and next step, then let the office fill in the rest. Record visits the same day so the notebook habit stops.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.

More for marketplace platforms

Everything else we would do for you.

Closest to this: leads and follow-up

Also for marketplace platforms

Or start from the overview: sales and marketing for marketplace platforms.

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