CRM & Customer Platforms
Give sales, marketing and service teams one shared view of every customer — on a CRM platform people actually use and that pays back.
Is this for you?
You might need this if…
Sales forecasts are built in spreadsheets because nobody trusts the data in the CRM.
Marketing, sales and customer service each have their own customer records, and customers notice the gaps.
Your CRM licences keep growing, but adoption among salespeople stays low.
Your contact centre is under pressure, and you want to know where AI agents can safely take over simple requests.
What we deliver
What it covers
Salesforce
We implement, extend and optimise Salesforce Sales, Service and Marketing clouds. The setup follows your sales process, keeps customisation lean and makes the most of each release.
Microsoft Dynamics 365 Customer Engagement
We implement Dynamics 365 Sales, Customer Service and Field Service, integrated with Microsoft 365 and Teams. For Microsoft-centred organisations, it puts customer work in the tools people already use.
HubSpot
We set up and scale HubSpot for growing businesses, from marketing and sales hubs to service and integrations with your ERP. You get a fast start without closing the door on future growth.
Marketing automation
We design lead management, customer journeys and campaigns in platforms such as Salesforce Marketing Cloud, Dynamics 365 Customer Insights and HubSpot. Consent is handled in line with GDPR, and leads reach sales at the right moment.
Contact centre and AI agents
We implement customer service and contact-centre platforms with AI agents that answer routine questions and support human agents. Clear handover rules keep customers from getting stuck with a bot.
Our approach
How we work
01
Discover
Map customer journeys, sales and service processes, and today’s data and tools, to find where the CRM must make a difference.
02
Design
Define the target processes, data model and integrations, and agree on the few metrics that will show the platform is working.
03
Build
Configure in short iterations, with sales and service users testing each increment before the next is built.
04
Adopt
Roll out with role-based training, reports people want to use and a backlog for continuous improvement.
Best practices
What we bring to every engagement
Design for the salesperson
If logging an activity takes more than a few clicks, it won’t be done — so we design for speed of use, not completeness of fields.
One customer record
Clear rules for which system owns which customer data, and duplicate handling from day one, keep the 360-degree view trustworthy.
Configuration before code
Using the platform’s standard features keeps releases painless and reduces long-term maintenance cost.
Consent by design
GDPR consent and data retention are built into the data model and marketing processes, not handled in a separate list.
Measure adoption, not just go-live
Login rates, pipeline hygiene and case resolution times are tracked after launch and used to steer improvements.
AI with a human fallback
AI agents work within defined boundaries and hand over to a person with the full conversation history when needed.
Outcomes
What you get
- A CRM platform configured around your sales and service processes
- A single, deduplicated customer data model
- Integrations with ERP, website and marketing tools
- Dashboards for pipeline, forecasts and service performance
- GDPR-compliant consent and marketing processes
- Trained users and a backlog for continuous improvement
AI-powered
Unleash the power of AI
We offer the possibility of using AI throughout this work: ready-to-use AI tools, or a customised version built for your organisation that can run inside your own infrastructure. In customer platforms, AI summarises customer history before a call, drafts replies and follow-up emails, scores leads and handles routine service requests — always within the guardrails and handover rules you approve.
Starter offer
CRM Health Check
A fixed-scope, three-week review of your CRM’s setup, data and adoption that gives you a prioritised plan to get more value from the platform.
Phase 1
Discover
Interviews with sales, marketing and service, and a review of configuration, licences and integrations.
Phase 2
Analyse
Assessment of data quality, adoption, customisations and missed platform capabilities.
Phase 3
Prioritise
Quick wins and longer-term improvements ranked by effort and expected effect with your team.
Phase 4
Present
Findings and a prioritised improvement roadmap presented to sales, service and IT leadership.
You receive
- An assessment of configuration, data quality and user adoption
- A licence and feature usage overview
- A list of quick wins and structural improvements
- A prioritised improvement roadmap
FAQ
Frequently asked questions
Which CRM platform should we choose?
It depends on your size, existing Microsoft or other investments, process complexity and in-house skills. We compare the options against your needs and are open about which platforms our partners specialise in.
How long does a CRM implementation take?
A focused first release for one team, such as sales, typically takes a few months. Broader roll-outs across marketing, sales and service are usually delivered in several releases.
We already have a CRM. Can you help fix it rather than replace it?
Yes, and that is often the better choice. Many CRM problems come from process, data and adoption issues that can be solved on the existing platform, which is what the CRM Health Check is designed to uncover.
How do you work with our existing CRM partner?
We act as your single point of contact and can work alongside your current partner, add specialists from our network for specific areas, or take over the platform. You decide what suits you.
Related services
Digital Experience Data & Analytics Generative & Agentic AI Integration & APIs ERP & Finance Platforms Intelligent Automation
Let’s put your customers at the centre
Book a free 60-minute idea session. We explore your challenges and opportunities with you, and suggest where to start — with no obligation.