SystemsStrategyDelivery
CRM transformation onto Zoho
Customer management out of spreadsheets and into automated workflows, across the whole business.
- Year
- 2021—2022
- Role
- Lead · Requirements · Change management
The problem
The customer lifecycle lived in spreadsheets. Fragile, manual, and impossible to scale across sales, support and service delivery at the same time.
What I built
- 01Scoped requirements across every customer-facing function first, then designed the data model — rather than configuring a CRM and hoping the business fit it.
- 02Configured the integrations tying CRM, billing and service delivery together.
- 03Ran the change management. The system was the easy half; getting the whole team onto it was the work.
Outcome
One automated source of truth for the customer lifecycle — owned and maintained in-house, so changes don't wait on a vendor.
Next project
Amazon MCF integration