Field Ops CRM, Startup Edition

Time is money, and MVPs save on both.

The Challenge

Our sales and support teams were juggling multiple tools and drowning in fragmented customer info. We needed a simple, effective CRM to centralize data, streamline workflows, and keep everyone on the same page—without overcomplicating things.

My Role

- Obtained COO buy-in for the CRM overhaul, based on cost savings and development speed.
- Developed spreadsheet macros and validations to create the tool.
- Trained the field operations team to the new tool(s).
- Performed maintance and updates to the tool as new workflows were developed.

The Outcome

The development time for a CRM-related product request was changed from 2 weeks (sprint cadence) to 1 day.

The MVP tool eliminated the need for a CRM SaaS contract, saving $200k annually.

The Solution

Must Have

Power to the People

Remove the need for software developer support so field managers can quickly make changes to forms and workflows.

Must Have

Data on Demand

Data to support contract execution and regular reporting to the client is available real-time.

Must have

Reduce, Reuse, Recycle

Leverage platforms the organization is already familiar with and paying for to reduce learning curve and cost.

must Have

Universal Fit

The tooling should support all of the operations team: the street team, the backend team, and the managers.

The Output