A service company came to us running on a manual, paper-based process — a literal paper order form for installations, technician schedules held in someone's head, and no single place where sales, scheduling, and service history connected. Growth meant more chaos, not more control.
We designed and built a purpose-built, role-based CRM from the ground up, mapped directly to how the business actually works rather than a generic template bent into shape.
The core of the system solves a problem most off-the-shelf CRMs don't even model: sales into this business happens two different ways. Sometimes a field technician spots an upgrade opportunity mid-visit. Sometimes a sales rep cold-calls or takes a referral before a customer record even exists. Both routes now flow into the same pipeline — lead, quote, won, installation — with no duplicate data entry and no handoff gap between the sales and operations teams. Winning a deal automatically promotes a prospect to a full customer record and creates the installation job ready for a dispatcher to schedule.
Beyond the sales pipeline, the system handles the physical realities of a field-service operation: technician dispatch with skills and coverage areas, van capacity validated in real time so a vehicle's salt-delivery load can never be overbooked, branded PDF quotes generated and emailed on the spot, AI-drafted service reminders and marketing campaigns (with a safe fallback if the AI service is ever unavailable), inventory tracking with automatic stock decrements, and a role-based interface so admin, marketing, sales, and field engineers each see only what their job needs — including a dedicated mobile view for technicians on the road.
A single system now runs the full lifecycle of the business — from first contact through quote, installation, and ongoing service — replacing paper forms and disconnected tracking with one connected, permission-controlled platform. It's been in continuous production use, refined through real-world use rather than left as a one-off build.