Modular CRM & Lead Automation Implementation

Client Overview

A growth-focused organization needed a scalable CRM foundation to manage inbound and outbound leads, integrate call center activity, and automate qualification, scheduling, and retargeting, without committing upfront to a monolithic build. The solution had to be modular, measurable, and flexible, with tight cost control.

Challenge

The client faced several operational gaps:

• Fragmented lead intake from forms and call center tools

• No unified CRM or standardized sales pipeline

• Manual qualification and follow-up processes

• Limited visibility into lead status, agent activity, and conversion readiness

• No structured link between CRM data and paid media retargeting

The client required a phased approach that could deliver value early, validate assumptions, and scale incrementally.

Approach

We designed and delivered the project in sequential modules, each billed against actual hours at a fixed rate, with clearly defined “Definition of Done” (DoD) criteria. This approach ensured:

• Predictable scope and cost control

• Early system usability

• Reduced delivery risk

• Clear approval gates before advancing complexity

The selected CRM platform was Pipedrive, chosen for its flexibility, automation capabilities, and ease of integration.