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, Projects 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
CRMZohoProcess DesignMigration
My role
Process analysis, data architecture, flow design, configuration and preparing the team to work in the new system.