Capsule CRM implemented for a growing team

Implementation of Capsule CRM for a growing team in a consultancy to provide visibility of the business, improve efficiency, improve sales conversions, manage projects and reduce reliance on the owner.

The client

My client runs a successful consultancy practice providing services to the charity sector.

The business operated an associate model, using mostly freelancers to deliver the work.

The owner was looking to the long term to a time when they may wish to retire and hand over the reins to someone else.

The problems or issues

• The business revolved around the owner. All leads came to him and he dealt with the sales process through to deciding who should deliver the work.

• He also often delivered the work so he was juggling sales and delivery.

• He used a paper-based system – all the files were on his desk!

• He felt nervous about handing over the reins to others.

• All of which made it challenging for the business to grow or to be in a position to hand over to someone else.

  
  

The diagnosis

• We mapped his business from getting leads through to project delivery and invoice payment.

• He had an accounts and recruitment team in place who were included in the mapping process.

• We identified the systems, tools and processes they were already using.

• We identified the pinch points.

• We looked at what they wanted the business to look like and what his aspirations were.

• I documented it all and provided them with a series of recommendations.

  
  

The solution

• One of the key recommendations was to put in place a CRM system which would hold all the information about leads, clients and the multiple projects they ran at any one time.

• It would provide a central source of information and visibility to the sales, delivery and recruitment team.

• Capsule CRM was recommended for its ease of implementation, ability to be adapted to their needs, the project boards for managing projects and the ability to build ‘tracks’ or processes for different stages.

  
  

Capsule CRM implementation

• Due to the complexities of the project, the implementation was carried out in partnership with another highly experienced Capsule implementer.

• We held multiple meetings with the team to iron out the ideal processes and tracks needed before the build began.

• There was a massive amount of data to be gathered, merged, cleaned and enhanced before it was imported.

• The build, data and processes were all tested across multiple scenarios before final sign off and go live.

  
  

The outcome

• The business could be run by multiple people with different roles.

• Consistent ways of working were embedded.

• The sales process was improved.

• Management of associates was streamlined.

• The owner handed over the reins to one of the members of his management team in 2024.