Case studies
CRM & Data

One delivery process across teams

Scattered tools → shared data and team workflows

Organising a fragmented delivery process across the CRM and a project management tool. The work covered data architecture, client statuses, the sales-to-delivery handoff, permissions and data visibility for each team.

The challenge

The delivery process was scattered across several tools — task management and document drives. Teams worked from different sources of truth, and the sales → delivery handoff had to be policed by hand.

What I did

  • I mapped the AS-IS process and the decision paths between teams.
  • I designed the data architecture: the CRM as the hub, the project management tool as the workspace.
  • I defined client statuses, responsibilities and the moment of the sales → delivery handoff.
  • I set up permissions and visibility — each team sees only what it needs.

Outcome

One working ecosystem instead of scattered tools: shared data for sales, delivery and the helpdesk, less manual handoff and a ready foundation for automations.

Scope

CRMProcess DesignMigration

My role

Process analysis, data architecture, flow design, configuration and preparing the team to work in the new system.

A similar challenge on your side?

Tell me about your process — we'll design a working system from it.

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