We've Been Where You Are Right Now
Back in 2019, I watched a manufacturing client lose a $340,000 contract because their sales team couldn't find the quote history. The information existed somewhere in seventeen different spreadsheets. That day changed how we think about CRM systems—not as technology projects, but as operational rescue missions.
We Start With Your Actual Workflow, Not a Template
Most CRM implementations fail because consultants arrive with predetermined solutions. We spend the first week just watching how your team actually works—not how the org chart says they should work. There's always a gap between official process and reality.
- We map your current sales process before suggesting any changes, even the workarounds your team created
- Your existing data gets cleaned and migrated without losing historical context that matters
- Training happens in your actual system with your real customer records, not generic examples
- We stick around for three months post-launch because that's when real questions emerge
- Custom dashboards built around the metrics you actually check, not vanity numbers
How We Actually Implement Your CRM
No two businesses run the same way. Here's our framework that adapts to your reality instead of forcing you into ours.
Discovery & Process Mapping
We interview your team—individually, not in groups where junior staff won't contradict management. Takes about a week. We're looking for the real process, including the Excel sheets everyone secretly maintains because they don't trust the current system.
Data Audit & Migration Plan
Your data is probably messier than you think. Duplicate contacts, inconsistent naming, outdated information. We clean it before migration, not after. This phase often reveals operational issues beyond just database problems.
System Configuration & Testing
We build your CRM instance with real scenarios from your business. Then we break it intentionally to find gaps. Your team tests with actual customer interactions before we go live. Changes happen here, not after launch.
Training & Ongoing Support
Role-specific training sessions, not generic demos. Sales learns different features than service teams. We record everything and create quick reference guides for common tasks. Then we're available via phone and email for three months as questions arise naturally.
Working With Someone Who Understands Australian Business Context
GST calculations, ASIC compliance fields, Australian time zones across operations, integration with Xero or MYOB—these aren't add-ons for us. They're baseline requirements we build in from day one.
Our team has implemented CRM systems for professional services firms in Sydney, agricultural suppliers in regional NSW, and specialty manufacturers across Queensland. Different industries, similar challenges around customer data and team coordination.
Imogen Thorsby
"I spent six years in operations before switching to CRM consulting. That background helps because I know what it's like when systems fail during your busiest period. We design for reliability, not just features."
Platform-Agnostic Expertise
We work with Salesforce, HubSpot, Zoho, and Pipedrive regularly. If you've already chosen a platform, great. If not, we'll recommend based on your actual needs and budget constraints, not what pays us the highest commission.
Integration With Existing Tools
Your accounting software, email platform, project management system—they all need to talk to your CRM. We've built integrations with everything from modern APIs to legacy systems that require creative workarounds.
Realistic Change Management
Some team members will resist new systems. That's normal. We identify likely resistors early and address their specific concerns. Usually they have valid reasons based on past experiences with failed implementations.