Customer relationships / From enquiry to service
Kerning / IntelligenceGive your team a shared view of the customer and a clear way to move the relationship forward. We build CRM workflows around your sales process, account responsibilities and the work that follows a won deal.
A contact record rarely tells the whole story. Several people may influence a sale, a quotation may depend on technical input, and a won opportunity may need to become a project, delivery or ongoing service relationship.
We start with how your team actually qualifies, proposes, follows up and hands over work. That determines the CRM’s stages and records, instead of asking people to maintain a second administrative process that sits apart from the customer relationship.
01Scope / Shaped around your process
Structured customer records with the contacts, responsibilities, interactions and documents relevant to the sale. Shared context helps a colleague pick up the work without reconstructing it from separate messages.
Pipeline stages with useful qualification fields, follow-up actions and review points. Quotation or proposal preparation can connect to your pricing and approval process where that is part of the agreed scope.
A defined route from an approved deal into project delivery, fulfilment or service. We agree which information carries forward, who receives it and how unresolved questions stay visible.
Role-appropriate views of opportunities, account activity and outstanding actions, with agreed reporting definitions. Administrative controls support ownership changes, record maintenance and access as the team evolves.
02Delivery / From context to working software
Review examples of successful deals, lost opportunities and awkward handoffs. Use them to define stages, essential fields and the decisions the CRM must support, rather than collecting data without a purpose.
Map website forms, email, existing CRM records and operational applications. Confirm available interfaces and consent requirements, then specify routing, duplicate handling and the boundaries of each integration.
Test the workflow with the people who will update it. Introduce a useful first release, document the process and review where the interface or business rules need adjustment after real use.
Context / Relevant work
Hemco’s business application connects sales and project work with purchasing, delivery and after-sales workflows. It provides a relevant example of designing customer activity within a broader operation, rather than treating the sales workspace as an isolated tool.
The case study focuses on connected sales and delivery workflows, with an illustrative project journey.
03Before you begin
It is worth exploring when your relationship model, approvals or delivery handoffs do not fit a standard configuration. We also consider extending an existing CRM when that meets the need with less custom software to maintain.
Yes, that can be part of the scope. We define form validation, consent, routing and duplicate handling, including what happens when a submission cannot reach the destination system. Access to the relevant website and CRM interfaces must be confirmed.
Access rules can distinguish roles, account ownership and responsibilities. Those rules need to be defined and tested for both the interface and the underlying data, including exports and administrative actions.
Bring your current pipeline stages, an example quotation and a typical sales-to-delivery handoff. It also helps to identify who updates records, which reports are actually used and what your current tools make difficult.
Next / Your first conversation
Show us how an enquiry becomes a relationship, where context gets lost and what the next team needs. We will help turn that into a practical CRM brief.
Discuss your CRM project