R-Luxe Transport CRM & Automation Specialist

R-Luxe Transportation – CRM, Booking, Dispatch & Workflow Automation System We are a New York-based luxury black SUV transportation company seeking an experienced Automation Specialist / CRM Developer to build a streamlined operating system for our business. Clients contact us through WhatsApp, SMS, Email, Facebook Messenger, Website inquiries and Phone calls. Our current process is highly manual: Inquiry → Collect Info → Quote → Follow-Up → Client Accepts → Collect Missing Info → Payment → Reservation → Confirmation → Calendar → Assign Chauffeur → Dispatch → Complete Ride → Chauffeur Payout → Review Request We want to automate most routine work while keeping management in control of exceptions, unusual pricing, complaints, driver issues and payments. Our preferred architecture is likely Airtable or similar CRM/database + Make.com/Zapier + APIs/Webhooks + Square + Calendar + Messaging + Flight Tracking. We are open to better recommendations. We want a reliable, scalable and easy-to-manage system, not an unnecessarily expensive custom app. CENTRAL CRM/DATABASE Every inquiry should create or connect to one client/reservation record containing information such as: Client name, phone, email, communication channel, service date/time, airport, flight, terminal, pickup, destination, passengers, luggage, vehicle, car seat, stops, return transfer, quoted/final rate, payment status, chauffeur, chauffeur compensation, reservation status, inquiry source and notes. Each reservation should receive a unique ID. Repeat clients should connect to their existing history rather than creating duplicates. MULTI-CHANNEL INQUIRIES Where technically possible, WhatsApp, SMS, Email, Facebook Messenger and Website inquiries should automatically create/update the appropriate lead/reservation. For phone inquiries, we need a quick internal intake form. The system should determine what information is missing and request only those items. Example: Client provides JFK, date, Manhattan destination and 4 passengers but no luggage or flight information. The system should request only the missing details. Clients should not repeatedly be asked for information already provided. AUTOMATED QUOTING We have standardized pricing for many airport transfers based on airport, passenger count, route, vehicle, stops, car seats and other rules. Pricing should live in an editable rules table. Standard reservations should be automatically priced and quoted. Nonstandard situations should go to management review. The system should also support offering return airport transportation when appropriate. PIPELINE & FOLLOW-UP Suggested statuses: NEW INQUIRY MISSING INFORMATION READY TO QUOTE QUOTE SENT FOLLOW-UP QUOTE ACCEPTED AWAITING INFORMATION AWAITING PAYMENT CONFIRMED DRIVER NEEDED DRIVER ASSIGNED IN PROGRESS COMPLETED DRIVER PAYOUT DUE REVIEW REQUESTED CLOSED CANCELLED LOST NEEDS MANAGEMENT REVIEW If a client does not respond to a quote within a defined period, the system should send an automated follow-up. BOOKING & SQUARE PAYMENT When a client accepts a quote, the system should record acceptance, check for missing information, request outstanding details and begin the payment/confirmation workflow. We currently use Square. Where practical: Confirmed Reservation → Square Payment Link → Client Pays → Square API/Webhook → Reservation Marked PAID Track amount quoted, amount charged, amount collected, balance, payment date and payment status. CALENDAR & CONFIRMATIONS Once confirmed, a properly formatted calendar event should automatically be created using our existing reservation templates. Reservations contain client details, flight information, pickup, airport/terminal instructions, passengers, luggage, destination, vehicle, rate, dispatch information and special requests. Airport pickup instructions should come from an editable rules table based on airport/terminal. After booking, confirmation should automatically be sent through Email, SMS and/or WhatsApp depending on the client's channel. We already have established communication templates. DISPATCH DASHBOARD We need a simple dashboard showing: Today's rides Tomorrow's rides Assigned/unassigned drivers Missing information Outstanding payments Flight issues Cancelled rides Completed rides Reservations needing attention Example: 7:30 AM – Smith – Manhattan → JFK – Aaron 10:00 AM – Jones – EWR → Manhattan – Peter 1:45 PM – Patel – JFK → Manhattan – UNASSIGNED Management should primarily review exceptions rather than manually checking every reservation. DRIVER ASSIGNMENT Driver records should contain name, phone, email, vehicle, license plate, active status and compensation information. When management assigns a chauffeur, the system should ideally: Update reservation Change status to DRIVER ASSIGNED Add chauffeur to calendar invitation Send chauffeur dispatch details Send chauffeur/vehicle details to client Record assignment This should require as little manual work as possible. Client price and chauffeur compensation must remain separate. Drivers should not see internal margins. FLIGHT TRACKING We would like a reliable flight-status API to monitor delays, estimated/actual arrival, cancellations and terminal changes. Important changes should flag the reservation and notify management/driver according to predefined rules. Please recommend an appropriate flight API and expected recurring cost. DRIVER PAYOUTS After completion, reservations should enter DRIVER PAYOUT DUE. Management needs a payout queue showing each chauffeur and amount owed. We currently use Zelle and understand direct Zelle automation may not be practical. At minimum, we need an accurate payout ledger with management approval before funds are released. REVIEW AUTOMATION After a completed ride, automatically send a review request after a configurable period with Google/Facebook review links. Track whether requests were sent so clients are not repeatedly contacted. NEEDS MANAGEMENT REVIEW This is extremely important. Automation