CRM Operations Layer
Sales and operations at Prodrive ran on conversations. A lead lived in the thread it arrived in, its status in someone's head, the next action in a table nobody else opened. The work got done; it could not be seen from outside the person doing it.
A CRM and operations layer that gives conversations, statuses and tasks one shared language for leads, customers, ownership and follow-up.
One operational language for leads, customers, tasks and reporting.Discuss a similar projectCase study
Sales and operations teams gained one way to see what is open, who owns it and what happens next instead of relying on conversations, tables and personal memory.
A lead entered through whichever channel it arrived in and stayed there. "In progress" meant one thing in sales and something else in operations. Ownership was assumed rather than recorded, and follow-up depended on who remembered. Reconstructing an account meant scrolling a thread and asking whoever handled it last, and a status report existed only after someone built it by hand.
A CRM and operations layer with one record per lead and customer: intake · status · owner · next action. Statuses are a closed set, not free text. Conversations, tasks and status changes attach to the record they belong to. Dashboard views cut the same data by what is open, who holds it and what is due, so sales and operations have one board to read instead of two pictures of the same week to maintain.
Claimed: a system was designed and built — one record per lead and customer, a fixed status set, named ownership, tasks and management views. Not claimed: any commercial outcome. No conversion figures, no hours saved, no revenue effect. Any internal numbers are Prodrive's own, we have not verified them, and they are absent here. We describe the mechanism; any claim about results is the client's to make.
Capabilities
A closed set of statuses that carries the same meaning in sales and in operations, so a record reads identically on both sides.
Every lead and customer holds a named owner and a next action with a date, stored on the record itself rather than in a thread.
Views that cut the same data by what is open, who holds it and what is due, without anyone rebuilding a table by hand.
Conversations, tasks and status changes attach to the lead or customer they belong to, so context survives the person who created it.