Capsule CRM implementation to manage projects

Vocational Rehab Consultancy

Implementation of Capsule CRM to provide management of associates and projects.

The client

My client ran a vocational rehabilitation business providing expert assessors to the insurance sector or directly to employers.

As the business grew, she needed to manage her workload more efficiently.

The problems or issues

• The owner ran the business by herself.

• She had to juggle marketing, sales, enquiries/referrals, assigning the assessors and delivering assessments.

• She used a paper-based system and had to rely on her diary to manage everything.

• She was hoping to be able to sell the business in the long term but it was going to be challenging without processes and systems.

• As she was the only person running the business, the potential for growth was limited.

  
  

The diagnosis

• We started with a full assessment of the business.

• We developed the vision and plan for the future, including sales targets.

• We looked at what resources were needed for the business to grow.

• We reviewed the sales needed to hit her targets and what the sales mix looked like.

• We reviewed her finances and metrics used to track the business.

  
  

The solution

• We worked together, meeting quarterly to review progress and plan.

• This planning cycle kept her focused.

• She hired a part-time VA to help her document processes and support with other administrative activities.

• Once processes had been identified Capsule CRM was recommended for its ease of implementation, ability to be adapted to her needs. The project boards would help her keep track of the work her associates were doing and she was able to develop an associate database.

  
  

Capsule CRM implementation

• We mapped out the activities and processes to be included in Capsule.

• We identified the changes to be made to the system (data, fields).

• Identified the tracks or processes that needed to be followed

• We identified other classifications that would help her run most effectively, reflecting how she worked.

  
  

The outcome – improved process

• The business was systemised.

• Consistent ways of working were embedded.

• Management of associates and matching the right expert to the right project was streamlined.

• The business grew, and the service offerings were expanded.

• The business was sold to one of her associates, allowing the owner to step back.

  
  

Client testimonial

“”As a consequence of working with Karen, turnover has almost tripled and her input has enabled me to sell my business this year, which was my long-term goal.

Karen has provided practical assistance in simplifying my processes and admin and helped me to see the cost effectiveness of getting support to keep things running more smoothly.

She has been great to work with, is fun, but also very practical and efficient…just who I needed in my business.

Thank you, Karen“