Problem
Many CRMs are under-used. Sales teams keep their own lists, service teams work from email, and leadership cannot get a reliable view of the pipeline. The system was set up around a template, and nobody adjusted it to how the organisation sells.
Outcomes
- A CRM that sales and service teams use, because it fits how they work.
- One reliable record for each customer, linked to finance and service history.
- A pipeline view leadership can trust.
- Enquiries from the website and other channels landing in the CRM automatically.
- Data handled in line with UK data protection rules.
Scope
In scope
- Sales and service process design with the people who do the work.
- Platform selection support, where a choice is still open.
- Configuration, data model and user roles.
- Data migration and de-duplication.
- Integration with the website, email, finance and service tools.
- Training and adoption support.
Not included
- Running sales or marketing campaigns. We set up the system that supports them.
Approach
Discovery
We map how enquiries, deals and service requests move today. We then agree the data model, stages and roles with the teams who will use them.
Delivery Planning
We plan the build, the data migration and the connections to key channels, and agree who will train and support each team.
Build and Test
We configure in stages, clean and migrate data, and connect key channels. We test each process with the teams who will use it. Before go-live, you get the test results, and a named person decides whether to go ahead.
Operational Readiness, Hypercare and Closure
We launch with the team, train users and track adoption in the first weeks, with extra hypercare support. We hand over to the team who will run the CRM, refine the set-up based on how it is used, and close the work with your sign-off.
Deliverables
Technologies
Controls
Frequently Asked Questions
Our team does not use the CRM we have. Do we need a new one?
Not always. Often the problem is the set-up, not the platform. We look at how the current system is configured and used before recommending a replacement.
Can website enquiries go straight into the CRM?
Yes. We connect forms and booking tools so new enquiries create records automatically, with a clear route when something fails.
How do you handle duplicate customer records?
We clean and merge records during migration, then set rules that prevent most duplicates at the point of entry.
How do you get people to use it?
We design it with them, train them on their own processes, and track adoption in the first weeks.
Is your CRM working for your teams?
A Discovery Sprint takes 5 to 10 working days. It ends with a decision brief, a prioritised roadmap, an indicative architecture and a risk register, which you keep whatever you decide next.