Growth-stageProfessional Services
A self-serve hygiene audit, then only the cleanup the customer actually approved
Roughly 155 stale deals were flagged for the team to close out or re-date
Roughly 155 stale deals were flagged for the team to close out or re-date
Years of ad-hoc use had left the CRM cluttered: over ten thousand contacts carrying duplicate company records, hundreds of stale lists, hundreds of custom properties that were almost entirely empty, and workflows nobody remembered turning on. The team was too lean to audit any of it themselves, and too lean to absorb the damage if a cleanup deleted something they actually needed.
Ran as a fractional revenue-operations team on roughly forty hours a month, taking CRM architecture and system requests directly in chat: parent/child company associations, a company-to-deal channel-partner field to drive partner compensation, deal-pipeline defaults, attachment permissions, and workflows syncing tasks and deal dates to calendars.
Investigated the sync between the CRM and the other business system in use, so the audit accounted for records arriving from elsewhere rather than treating everything as local mess.
Delivered a self-serve hygiene audit covering deal pipeline, lifecycle stage, dashboards, integrations and dependencies, and user permissions, with every finding shown alongside its underlying records, so the customer could check each recommendation rather than take it on trust.
The customer marked up the delete-and-keep lists line by line, and only the approved items were executed. Nothing was cleaned up on the consultancy's own authority.
Lists were archived, recoverable for about ninety days, rather than deleted; no contacts or companies were deleted at all; and duplicates were merged with no data loss. The cleanup was sequenced so every step had a way back.
Produced enablement documentation and a full integration and dependency map so the lean internal team could run the system independently after handoff.
Roughly 155 stale deals were flagged for the team to close out or re-date
Full contact base audited, duplicates merged safely. Roughly 10,700 contacts were reviewed, with fifteen duplicate pairs merged and no data loss.
Silent automation removed. Workflows were cut from roughly 95 to roughly 75, twenty removed and one disabled, so no automation ran that nobody could explain.
5 steps
Deduplicating a sprawling CRM and rebuilding the recurring-revenue roll-up
CRM base cleaned and deduped
Customer health and CS ops
+1
7 steps
Folding a second business unit's customer-success operations onto one platform, and rebuilding the health score on the way
Structured plans and segments migrated and confirmed complete
Renewals and expansion
4 steps
Moving a customer book off spreadsheets and automating renewals
Customer book in the CRM
