Mako CRM Systems
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Calls, texts, e-mail and social, attached to the record they belong to

Every conversation lands on the right record, whether it is a call from the dialer, a text from a rep's own number or a campaign sent to a segment.

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Core capability A working capability of the platform.Configured to your business The mechanism exists; a specific setup is part of a services engagement.

Communications

Dialer and call queues

A work queue for calls, with outcomes that move the record.

Core capability
What it does
A dialing cockpit with a browser softphone and a work queue built from saved audiences. Each call ends in an outcome that updates the record, sets the next action and can schedule a call-back. Calls are logged and can be recorded, with recordings downloadable from the call log.
How it works
Audiences are saved filters over your records. The queue hands each rep one record at a time, honours calling windows by time zone and timed call-backs, and writes the result back. A rep can own several numbers, one primary and the rest a pool, and a call to a dedicated number rings that rep inside the app.
Problem it solves
Cold lists worked from spreadsheets, call-backs that never fire and no record of what was said.
Who benefits
Telecommunications & ConnectivityRecruiting & StaffingFinancial Services & BankingInsurance & Professional ServicesReal Estate & Property Management
Connects to
One record per business, Voicemail, SMS inbox, AI voice agents: outbound, Audiences, outcomes and calling rules
How it can be customized
Audiences, outcomes (dispositions), calling rules and telephony settings are all yours to define in System > Dialer.

Communications

Voicemail

Messages with a transcript, attached to the record.

Core capability
What it does
A rep with a dedicated number gets a personal greeting and messages that arrive with a transcript and a summary. When the caller matches a record, a note is added to it.
How it works
Voicemail logs are visible to people who hold the permission, alongside the call log. A call that ends in voicemail counts as a dial only, not a connected conversation.
Problem it solves
Missed messages that never reach the record or the right person.
Who benefits
Real Estate & Property ManagementInsurance & Professional ServicesRetail & Multi-LocationHealthcare & MedicalHospitality & Entertainment
Connects to
Dialer and call queues, One record per business, SMS inbox
How it can be customized
Each rep records their own greeting. Who can open voicemail logs is a permission.

Communications

SMS inbox

Text from a rep's own number, in the record.

Core capability
What it does
Reps text from their own number. A header icon shows unread messages, an inbox shows conversations beside the thread, and an Engagement tab on each record lets a rep text from the record itself. Shared templates with merge values, pictures and PDFs are supported.
How it works
On wide screens a third pane shows the selected conversation's record beside the thread. A read-only SMS log lets authorised managers see conversations across the team.
Problem it solves
Customers who answer a text but not an e-mail, with the conversation living on a personal phone.
Who benefits
Real Estate & Property ManagementHospitality & EntertainmentRetail & Multi-LocationInsurance & Professional ServicesNonprofits & Associations
Connects to
One record per business, Dialer and call queues, Voicemail
How it can be customized
Templates, which reps have numbers and the on/off switch. Messaging runs through your own Twilio account.

Communications

Mailbox inside the record

Sent mail filed where the relationship lives.

Configured to your business
What it does
Reps read and send from their own Microsoft 365 mailbox inside the platform. Rep e-mail sync files sent messages to the record's notes, and a proposal PDF on a sent message is filed to the record and advances its stage.
How it works
A Draft with AI option writes from the record, its notes and the rep's profile, and a person always sends. Inbox management can be configured to read bounces, suppress addresses that are provably dead and paste a prospect's reply into the record's notes.
Problem it solves
Conversations that live only in one person's mailbox, invisible to the team and lost when they leave.
Who benefits
Insurance & Professional ServicesFinancial Services & BankingRecruiting & StaffingManufacturing & DistributionNonprofits & Associations
Connects to
One record per business, Proposals and quote follow-up, AI drafting and voice dictation, Wide-area communications
How it can be customized
Each mailbox is connected individually. Rep e-mail sync and inbox management each have their own switch and can be configured to your rules.

Communications

Wide-area communications

Outreach sent over time, tracked per recipient.

Core capability
What it does
Build an audience from your own records, write messages with merge fields, set a pace and a sending window, and the platform sends the campaign over time through your Microsoft 365 mailboxes, tracking delivered, replied and bounced for each recipient. Designed HTML e-mails are supported.
How it works
Audience filters, a daily pace and a weekday window decide who is sent what and when. An ignore list keeps chosen addresses from ever being mailed, and a master switch stops sending within seconds.
Problem it solves
Bulk mail that blasts a list at once, ignores replies and cannot be stopped quickly.
Who benefits
Recruiting & StaffingNonprofits & AssociationsFinancial Services & BankingHealthcare & MedicalManufacturing & Distribution
Connects to
One record per business, Mailbox inside the record, Email marketing with Mailchimp, Records Explorer
How it can be customized
Audience filters, pacing, sending windows and message content are set per job, with its own switch.

Communications

Email marketing with Mailchimp

Compose with AI, send through your Mailchimp account.

Core capability
What it does
Connect your Mailchimp account, compose an e-mail with an AI designer that uses your logo and brand photos, choose audiences or tags, pick a sender, schedule, and push it to Mailchimp, which sends it. An Analytics tab shows live numbers from Mailchimp's own campaign reports.
How it works
Audiences and tags are read live from Mailchimp. The half-written e-mail stays in the browser until it is pushed.
Problem it solves
Marketing e-mail disconnected from the CRM, written from a blank page and reported on in another tool.
Who benefits
Hospitality & EntertainmentRetail & Multi-LocationNonprofits & AssociationsHealthcare & MedicalRecruiting & Staffing
Connects to
Brand Intelligence, Wide-area communications, Call and campaign analytics, Integrations
How it can be customized
Your own Mailchimp account and key; senders, audiences and templates are yours.

Communications

Social publishing

Draft, approve and publish to Facebook, Instagram and LinkedIn.

Core capability
What it does
Connect Facebook, Instagram and LinkedIn pages. AI drafts posts and stories using your company's real logo, a person approves them, and publishing happens by a person's click. Videos can go out as Reels or video posts, and scheduled posts show on a calendar.
How it works
Drafts wait in an approval queue. LinkedIn takes posts and video, since it has no Stories. A publish runs as a background job and the card shows its progress.
Problem it solves
Social posting left to whoever has time, with no brand rules and no record of what went out.
Who benefits
Hospitality & EntertainmentRetail & Multi-LocationNonprofits & AssociationsReal Estate & Property ManagementHealthcare & Medical
Connects to
Brand Intelligence, Email and social autopilot, Email marketing with Mailchimp
How it can be customized
Connected pages, schedule and approval rules. Brand voice and logo come from Brand Intelligence.

See these capabilities with your workflow in mind

Bring your stages, teams and tools. We will show how they map onto the platform.

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