Fewer missed follow-ups. Less time updating the CRM.
We automate agreed record updates, task assignments and reminders in your customer relationship management (CRM) system, so the next step stays visible and exceptions reach the right person.
When it helps
When your team knows how customer work should move forward, but keeping the records and next steps on track takes constant attention.
A customer is waiting, but nobody has picked it up.
A new request or change in status needs someone to act. Work sits between people because the next owner is not assigned clearly.
- Route agreed records and tasks to the right person or team.
- Define what happens when no owner can be assigned.
- Make unanswered handoffs visible through agreed reminders or escalation.
Follow-ups slip when the team gets busy.
People know the next step, but creating tasks and remembering dates compete with everything else. You end up checking progress yourself.
- Create follow-up tasks from agreed events and dates.
- Set reminders and stop them when the work is complete.
- Keep approvals and customer decisions with the relevant people.
The same customer update gets entered twice.
Information changes in one tool, then someone copies it into the CRM. Records fall behind when the team has more urgent work.
- Connect the selected tools and match the information they share.
- Update agreed fields from the source your team trusts.
- Handle conflicting changes without silently overwriting the right record.
Missing details and duplicates create extra work.
Incomplete records need checking, while repeated submissions can create extra tasks or conflicting follow-ups. Someone has to untangle what should happen next.
- Check required details before an agreed action runs.
- Apply matching rules to catch duplicates and repeated events.
- Send unresolved cases and failed updates to a named review route.
A working customer workflow in the tools you use.
We agree which steps to automate, which records to update and where people need to act. The work includes testing, exception handling and a handover your team can use.
Put the agreed steps into practice.
- Definition of the selected workflow, including triggers, ownership, required information and completion checks.
- Configuration of agreed record updates, routing, tasks and reminders in your CRM and selected connected tools.
- Rules for missing information, duplicate records, failed actions and decisions requiring a person.
- Testing with representative records and agreed normal and exception scenarios.
- An agreed release, documentation and walkthrough with your team.
Less updating, with clear next steps.
- The implemented CRM workflow, covering the agreed steps and connections.
- A record of the rules, field mappings and decisions that remain with people.
- Test results showing what was checked, with any limitations or open issues.
- Instructions for checking failures, making routine changes and maintaining the workflow.
Beyond the agreed customer workflow.
Any further work is optional and agreed separately.
- Replacing the CRM, migrating the full customer database or cleaning all historical records.
- Running sales or marketing activity, writing campaigns or interpreting free-text information with AI.
- Ongoing workflow monitoring, maintenance or later changes after the agreed handover.
How it works
We lead the setup, checks and handover. Your team's input stays focused on how customer work should move forward and the decisions that need approval.
Agree the workflow
We build on your process and existing plans, clarifying the records, rules and next steps. We agree scope, access, completion checks, price and timing before work begins.
Configure the steps
We use your CRM's existing features where suitable and connect the agreed tools. We configure updates, tasks, routing and reminders, with checks for missing information and a route for exceptions.
Test normal and difficult cases
We check representative records, including incomplete details, duplicates and failed connections. Your team confirms the agreed business steps, while we resolve implementation issues and record any remaining limits.
Release and hand over
With approval, we put the workflow into use and check the agreed release scenarios. We explain how to review exceptions, pause the automation and make routine changes, then hand over the documentation.
What is slowing down customer follow-up?
An informal 30-minute call to discuss the customer workflow you want to improve and see whether CRM Workflow Automation is the right fit.