Custom CRM & Workflow Platform — NZ Enterprise Client
A tailored CRM and workflow platform replacing fragmented spreadsheets and siloed tools — built around the client's actual operating model, not a generic template.
The Challenge
A New Zealand enterprise client running critical business processes across a patchwork of spreadsheets, email threads, and disconnected SaaS tools. Reporting took days to assemble and no single person had visibility across the full pipeline.
The problem we were asked to solve
Critical business processes were spread across spreadsheets and disconnected tools — slow handoffs between teams, no single source of truth, and reporting that took days to assemble from multiple sources. Deals moved between teams with no structured handoff, and no one had an accurate real-time view of where the pipeline stood.
Our Approach
How we tackled it
Process discovery interviews with team leads across each business unit — mapping the actual workflow (not the official one) and identifying specifically where data broke down at each team handoff.
Designed a custom data model around the client's deal structure and operating model — avoiding the generic CRM abstractions (contacts, leads, deals) that don't fit how this business actually works.
Built role-based workflows with automated handoffs — each team sees only what's relevant to their stage, and handoff triggers move records automatically rather than relying on email or manual status updates.
Delivered integrated reporting from the same operational records the team works in daily — not a separate reporting layer that's always slightly out of date.
The Solution
What we built
A tailored CRM platform with role-based workflows, automation, and integrated reporting designed around the client's actual operating model — not a generic CRM template. Custom data structures, automated handoffs, and a single source of truth that surfaces the right information to the right team at the right stage.
Role-based workflows mapped to the client's actual operating model — not generic CRM stages
Automated handoffs between teams — triggered by stage changes, no manual coordination required
Integrated reporting from operational data — live dashboards, not a separate export
Single source of truth for pipeline, contacts, and deal history
Custom data model — built around how this business works, not a generic template
Audit trail on all record changes — who did what, and when
Technology
Results
What changed
Unified pipeline shared across all teams from go-live — no deal buried in anyone's inbox or spreadsheet. Reporting that previously took days to compile now runs live from the same operational data. Handoffs between teams happen automatically, reducing the cycle time between stages and eliminating the coordination overhead that was slowing down the business.
Capabilities applied
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