An advisory practice was running new client onboarding through email threads, PDF forms, and verbal walkthroughs. Every new client experienced onboarding differently depending on which team member handled their intake.
The CRM had not been updated to reflect current service offerings, pipeline stages, or team structure. Data quality was low. Nobody trusted what was in it.
The Shift:
- From: every client onboarded differently, CRM unused
- To: consistent onboarding process, reliable CRM data, clear team ownership
Client Objectives
The engagement was guided by clear, measurable objectives that defined success for both business leadership and IT operations.
Redesign CRM Architecture
Rebuild CRM to reflect current service structure — pipeline stages, field logic, ownership, and routing.
Structured Onboarding
Create consistent onboarding intake flow connected to CRM on completion.
Internal Routing
Ensure the right person receives the right new client record automatically.
