Data headaches are common in growing businesses. Information scattered across spreadsheets. Duplicate records everywhere. Staff spending more time managing data than serving customers. Bespoke CRM
This case study shows how a custom CRM system solved these problems for one client. The transformation was dramatic and immediate.
The Problem: Data Chaos
Our client managed a service business with 500 active customers. Their data was everywhere:
- Customer details in three different spreadsheets
- Service history in handwritten notes
- Payment records in accounting software
- Follow-up tasks in personal calendars
- Contract documents in email folders
The problems were clear:
- Staff could not find customer information quickly
- Duplicate records caused billing errors
- Follow-up tasks were forgotten
- Management had no visibility into operations
- Customer service was slow and inconsistent
Something had to change. The business was growing but efficiency was declining.
The Solution: Custom CRM
We built a custom CRM system that brought everything together:
- Single customer record with complete history
- Automated service scheduling and reminders
- Integrated payment tracking and invoicing
- Task management with automatic follow-ups
- Document storage with version control
- Real-time reporting and analytics
The system was designed around their exact workflow. No workarounds needed. No compromises required.
The Results
The transformation was immediate:
- Customer lookup time reduced from 5 minutes to 30 seconds
- Billing errors eliminated completely
- Follow-up completion rate improved to 95%
- Management reporting became real-time
- Customer satisfaction scores increased by 40%
- Staff productivity improved by 60%
Staff now focus on serving customers instead of managing data. The system handles routine tasks automatically. Everyone has access to the same information.
See more examples in our case studies.
Key Success Factors
This project succeeded because:
- We understood their exact workflow before building
- We involved staff in the design process
- We migrated all existing data carefully
- We provided comprehensive training
- We offered ongoing support and updates
Custom CRM is not just software. It is a complete solution that transforms how businesses work.
Frequently Asked Questions
- How long did implementation take? – The project was completed efficiently from start to full deployment, with benefits visible quickly.
- Was data migration difficult? – We handled all data migration, ensuring nothing was lost in the transition.
- What about ongoing support? – We provide hosting, monitoring, and updates to keep your system running smoothly.
Talk to SMXi
Struggling with data headaches in your business? Get in touch and let us show you how custom CRM could solve your problems.
