A CRM that finally reflects reality
Pipeline reports were fiction because nobody logged activity. We removed the data entry entirely instead of enforcing it.
- Client
- A 25-person accounting practice
- Industry
- Accounting
- Timeline
- 6 weeks to production
Results
99%
Activity capture
Up from an estimated 34% based on pre-launch record sampling.
6 days
Cut from onboarding
Engagement letter to first document request, 9 days down to 3.
$180k
Pipeline recovered
Value of stalled opportunities surfaced by slippage alerts in year one.
The problem
What we found before anything was built.
- 01
Partners took client calls and never logged them. The CRM showed opportunities as active that had gone quiet months earlier.
- 02
Forecasting was guesswork, so capacity planning ahead of busy season was guesswork too.
- 03
Client onboarding involved eleven manual steps across five tools, each one an opportunity to drop something.
- 04
Duplicate contacts were rampant — the same client existed three times with three different histories.
The solution
What we built, and why it was built that way.
- 01
Connected calendar, email and VoIP so every client interaction is captured automatically, with no one asked to remember anything.
- 02
Transcribed and summarised calls into the client record with extracted next steps assigned as owned, dated tasks.
- 03
Built a deduplication and normalisation job that merged 1,100 duplicate records and now runs continuously on write.
- 04
Automated the onboarding chain end to end: engagement letter generation, e-signature, document-request checklist, portal provisioning and welcome sequence.
- 05
Added slippage detection that flags any opportunity with no activity past its stage-typical window, with a weekly partner digest.
Architecture
How a single request moves through the system
- 01Interaction occurs
- 02Capture + transcribe
- 03Summarise + extract
- 04Write to record
- 05Create next-step task
- 06Detect slippage
- 07Partner digest
Every step is idempotent and retried with exponential backoff. Failures land in a dead-letter queue with a Slack alert rather than disappearing, and the confidence gate routes anything uncertain to a human with full context attached.
“We tried three times to get everyone to log their calls. It never worked. The answer turned out to be not asking them to.”
Find out what your team could stop doing by next month.
Bring one process that frustrates you. We’ll tell you whether it can be automated, roughly what it costs, and what it would give back.
We map where the hours go
A quick walk through your day-to-day to find the processes eating the most capacity.
We rank by return
You get an honest read on what’s worth automating first — and what isn’t worth it at all.
You leave with a plan
A written recommendation and a rough number, whether or not you work with us.