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CRM for IT consultancies: sales that do not drown in support
The same inbox gets a forgotten password, a printer that is acting up and an enquiry about a move to the cloud. Support has its ticket system, but the sales are scattered across Outlook. Frida finds the enquiries and the quotes, lays them out on a board and writes the follow-up for you. You approve before anything is sent.
Inbox · Kilde Revision
5 mails sorted2 new deals, 1 won, 2 support mails
Not a sale
Quote for moving to Microsoft 365Suggestion: new deal
The printer on floor 2 is downNot a sale
Two new laptops: can you price it?Suggestion: new deal
Forgot my VPN passwordNot a sale
New firewall and wifi: you got it
Kilde Revision·2 deals2 deals3 deals4 deals
1121With the customer
112draft readyWith you
AgreementManaged services 2026
NegotiationWonNew firewall and wifiFrida suggests: Won
SuggestionNegotiationMove to the cloud
SuggestionContactTwo new laptops
The film shows five mails from one customer: two enquiries become new deals, an order wins a third, and two support mails do not become sales.
Enquiries and quotes are kept apart from support mail in one inbox
The court shows who is waiting for whom on every quote
Frida does not replace your ticket or PSA system
From enquiry to order while operations keep running
A sale at a small IT firm often starts in the middle of a busy week of operations. This is how Frida holds on to it.
1
A customer writes that they want to move their files and mail to the cloud. Frida suggests a new deal under that customer, and you create it with one tap.
2
The same day the customer writes about a printer that does not work. That mail does not become a deal and does not clutter the board.
3
The quote for the move goes out from your Outlook. The deal now carries Negotiation as a suggestion, and the court shows that the customer has the ball.
4
The customer's own IT lead is on holiday, and the thread stands still. Frida writes a follow-up in your tone that waits for you to approve it.
5
The customer replies that the job is yours. Frida suggests moving the deal to Won, and you say yes.
Support and sales in the same inbox
Most small IT firms run operations in a ticket system, yet enquiries, quotes and orders still arrive as ordinary mail. They sit between outages, licences and messages from vendors. Frida reads the threads and keeps the mails that are about a purchase apart from the rest.
A mail about an outage or a password is not suggested as a deal.
Messages from monitoring and systems are kept off the board.
When a mail could belong to two different deals, Frida asks you instead of guessing.
Who Frida fits in the IT trade
Frida is for the small IT firm where the same people sell the projects and keep the systems running. It is not built to run your support.
Frida fits
Freelancers and small IT consultancies who write their own quotes.
Firms where the sales happen in Outlook while operations run in a ticket system.
You, if you sell projects such as cloud moves, networks and new workstations.
You, if you work in Microsoft 365 and want the overview without one more system to look after.
Choose something else if
You need tickets, service agreements and time tracking together in one PSA system.
You sell at scale with a sales team, quotas and forecasts.
Your sales run through a web shop or a portal rather than through mail.
Your mail is not in Outlook and Microsoft 365.
Access, data and what Frida does with your mail
Frida only reads the mailbox you connect yourself with your Microsoft account and uses the mails for two things: your board and your drafts. The mails are not used to train AI models.
Hosting and storage both sit in the EU. The mail is read by AI at a sub-processor based in the USA, disclosed in our list and working under the EU-US Data Privacy Framework. No mail leaves your mailbox until you have approved it.
If only an administrator may approve new apps in your company, Frida is approved once for everyone at app.fridaapp.io/admin-consent.
The sub-processors are listed at app.fridaapp.io/subprocessors.
You can always ask to have your data deleted.
When the quote waits for the customer's own IT lead
Many IT projects need a yes from someone at the customer who also has systems to keep running. Then weeks go by without a reply, and the quote slides down your inbox. Frida shows how long the ball has been with the customer and has a draft follow-up ready.
You see every open quote and who has the ball in each of them.
The follow-up is written from the thread, and you edit it before you approve it.
Comparison
Frida or the ticket system and a folder of quotes
Many IT firms keep their quotes in a folder and use the ticket system for everything else. That keeps operations in order, but not which quotes are still waiting for an answer.
Criteria
Frida
Ticket system and a folder of quotes
A customer asks for a price
Frida suggests a new deal under that customer.
The mail becomes a ticket or a flag in Outlook.
The quote has gone out
Frida suggests moving the deal to Negotiation.
The file sits in the folder with no date to follow up.
No answer to the quote
The court marks that the customer has the ball, and a follow-up is written.
Nothing reminds you unless you set a reminder yourself.
Support and sales from one customer
Support mails are not suggested as deals.
Everything sits in the same queue or the same inbox.
The customer says yes
Frida suggests moving the deal to Won.
You update the folder or the sheet when you remember.
Before a customer meeting
The deal holds the threads about the project in order.
Questions people ask about CRM for IT consultancies
Does Frida replace our ticket or PSA system?
No. Frida keeps an eye on the sales: the enquiries, quotes and orders that arrive as mail in Outlook. Support, service agreements and hours stay in the system you use today. Frida does not make a deal out of a support mail either, and nothing goes to your customers without your approval.
What happens to all the messages from monitoring and systems?
They do not become deals. Frida skips messages from systems, such as monitoring and newsletters, and only suggests a deal when a person writes about a purchase or a project. You say yes to every suggestion yourself, and you reject a wrong one with one tap.
Can Frida use our own services and prices when it writes drafts?
Yes, if you want it to. With Personal and Pro your service descriptions, your website or a price list can become sources for Frida. The drafts then start from your own material instead of a guess. You always read the draft and correct amounts and terms before you approve it.
What if a customer writes about an outage and a new project in the same thread?
Then the thread can still belong to a deal, even though it is also about operations. Frida suggests the deal from what the customer writes about the project, and you decide whether to create it. If you reject the suggestion, the thread stays in your inbox as it always has.
Can Frida hold on to a project where the customer takes a long time to decide?
Yes. A deal is not closed because the customer goes quiet. The court always shows who is waiting for whom, and when it has been quiet for a long time, a draft follow-up is waiting. You decide whether and when it should be sent.
What if our Microsoft 365 only allows apps an administrator has approved?
Then an administrator approves Frida once for the whole company at app.fridaapp.io/admin-consent. The approval lets each person connect their own mailbox and gives no access to anyone else's mail. In a small IT firm that role is often yours.
Try an example without signing in, read the practical steps, or see how to connect your own email sources.
An unanswered quote
Follow a deal from its first email to new information and an updated next step. See what Frida brings together for you and what needs your decision. Fictional example data; no AI analysis or sending in the demo.
Frida finds the sales opportunities in your Outlook conversations, keeps them up to date and prepares the follow-up. You type nothing in, and nothing is sent before you have read it.
