The problem in glass and glazing
A glass shop is really running three businesses through one front counter. There's emergency service: board-ups and temporary glass after break-ins, accidents and storms. There's residential work: shower enclosures, mirrors, foggy insulated units, table tops, window and door glass. And there's commercial work: storefronts, entrance doors, office partitions and bids for general contractors.
In many shops, all three live in the same place: a phone, a notepad by the register, and an estimator's email inbox. That causes predictable losses. A board-up job gets done and invoiced, but nobody follows up to quote the permanent replacement, so the property owner calls someone else. A homeowner's shower door quote goes out and is never checked on. A commercial bid due Friday gets buried under a week of small residential calls.
Glass jobs also wait on things. A measure has to be booked. Tempered and custom glass gets ordered and can take a while to come in. Then the install gets scheduled, and the customer calls asking whether their glass is in yet. Without a system tracking those steps, someone in the office spends the day answering status questions.
What we build for glass and glazing shops
- Three pipelines. An emergency pipeline (call in, dispatched, secured, replacement quote), a residential pipeline (inquiry, measure booked, quote sent, deposit, glass ordered, glass received, installed), and a commercial pipeline (bid request, takeoff, bid submitted, follow-up, awarded, submittals, ordered, installed).
- Emergency-to-replacement handoff. When a board-up is marked secured, the CRM automatically opens a replacement quote and schedules a follow-up so the permanent job isn't lost.
- Glass order tracking. Ordered and received stages with expected dates, and automatic "your glass is in, let's schedule" messages to customers.
- Measure and install booking with confirmations and reminders, plus rescheduling when a supplier delay pushes a date.
- Quote follow-up on residential jobs, and bid-deadline reminders and follow-up tasks on commercial bids. Our post on speed to lead for home services explains why the first response matters so much.
- One team inbox for calls, texts and forms, with photos, dimensions and drawings stored on each record.
- Monthly management to keep the pipelines accurate and adjust them as your mix of work shifts.
How it works
- Map your process. We trace a recent emergency call, a shower door job and a commercial bid from first contact to final invoice.
- Build the pipeline. We configure stages, forms, calendars and automations for each of the three paths.
- Migrate and train. We bring in your existing customers, open quotes and bids, then train the counter staff, estimators and techs.
- Manage month to month. We keep it clean and adjust it as you add services or staff.
What to look for (even if you don't hire us)
- Can it run separate pipelines for emergency, residential and commercial work?
- Can you store measurements, photos and glass specs on the job record?
- Does it track glass on order and remind you when it's due in?
- Does it automatically start a replacement quote after an emergency board-up?
- Can it hold commercial contacts like property managers and contractors who send you repeat work?
- Will the vendor help keep it clean, or leave you with a messy system in six months?
One system for every kind of glass job
RGS sets up and runs CRM build and management built around how your shop works. Read more about our work with glass and glazing companies, and pair it with AI call answering for glass shops so emergency calls get triaged after hours.
