A service business operating across multiple locations had no unified communication or intake system — each location operating independently with different tools, different intake processes, and different response standards.
Regional coordination was happening over WhatsApp group threads. There was no visibility into inbound volume, response times, or intake quality across locations.
The Shift:
- From: four locations, four systems, zero visibility
- To: one operational infrastructure, location-level routing, full visibility
Client Objectives
The engagement was guided by clear, measurable objectives that defined success for both business leadership and IT operations.
Centralize CRM
Build centralized CRM with location-level routing and reporting structure.
Unified Intake
Create unified intake system with location routing logic.
Operational Visibility
Deploy management dashboard for inbound volume and response metrics by location.
