Client project / Construction / 2024
A company-wide process redesign connecting sales, project teams, approvals and delivery. Everyone knows their responsibilities, and clients know where their project stands.
Executive summary
How it works
01 / 06
The web form assigns each enquiry to a sales representative based on the project location. The director manages regional assignments in one table.
Enquiry allocation
Client email: who will call within 24 hours
02 / 06
The sales representative records everything the project team needs. They are responsible for accuracy and must resolve incorrect information with the client.
Sales handover information
The client also receives confirmation of the planned meeting.
03 / 06
Sales completes its stage in the CRM and the information is passed on automatically. The client is told that the project team has taken over and started work.
Data transfer
A CRM handover replaces transcribing handwritten notes.
04 / 06
The project specialist saves completed documents in the designated folder and starts the next step in the CRM. The automation sends the files to the client for approval.
Ready for review
Documents ready for approval
05 / 06
The client approves the documents or completes the attached change request form. Feedback is recorded in the CRM and the responsible project specialist is notified.
Client response
Form → CRM record → project specialist notified → changes made.
06 / 06
Approved documents move to final delivery. If the client wants to apply for a subsidy, the subsidy team takes over the next stage.
Project completion
The client receives updates throughout the project.
Simplified illustration · no client dataAutomatic walkthrough · select any step
Before the change
The sales director allocated enquiries manually. When the director was in a meeting, sales representatives waited for their next assignment.
Sales representatives took handwritten notes during meetings and later prepared a brief for the project team. Information was lost or recorded inaccurately. The team worked from incomplete briefs and then had to call clients to establish the facts.
Approvals had no shared record either. Documents were sometimes not sent to clients, and there was no clear place for feedback. Clients received no regular progress updates.
I redesigned the process from the ground up. We established shared tools, decision rights and responsibilities: who does what, where information is recorded and what each department needs to hand over.
The CRM became the shared record for project information and handovers. Automation connected the web form, enquiry allocation, sales, project work, document folders, approval forms and client emails.
The client submits the website form. The project location determines the assigned sales representative without waiting for the sales director.
The director maintains one table of regional responsibilities. Cover for holiday or sickness can be changed remotely in roughly two minutes.
After arranging a meeting, the sales representative completes every CRM field required for project work. Agreements with the client must be available where the next team will use them.
If information is incorrect or unclear, sales resolves it. The project team should not have to repeat the sales conversation to establish what was agreed.
One click closes the sales stage in the CRM and automatically hands the brief to the project team.
The project specialist prepares the documents, uploads them to the designated folder and triggers the next step in the CRM. Automation collects the files and sends them to the client for approval.
Approval moves the project towards completion. Change requests arrive through an attached form, are recorded in the CRM and notify the responsible project specialist.
Once approved, the final documents are delivered to the client. Where a subsidy application is requested, the subsidy team continues the workflow.
The solution includes a sequence of client emails throughout the project:
The client receives the assigned representative's name and is told to expect a call within 24 hours.
The client receives confirmation of the meeting with their sales representative.
The client knows the team has the information and is working on the documents.
The client receives the documents for approval and a form for any changes.
The client receives an update on final preparations, followed by the completed work.
Manual enquiry allocation, notes outside the system, incomplete briefs and scattered feedback.
Regional assignments, clear CRM data ownership, automatic handovers and traceable client responses.
Each project stage has an accountable owner. Sales provides the brief, the project team handles revisions, and the client receives updates. Departments now work as parts of one connected process.
