The work, in practice.

Enquiries arrived through the website form, Google Business messages, missed calls and social media, and after hours nobody picked them up until morning. By then many callers had booked with whoever answered first, and office staff spent the first hour of every day re-keying leads into the job system.

Where it hurt

• Five intake channels and no single queue
• Missed calls with no text-back
• Double entry between inbox, spreadsheet and scheduling software

Quote requests arrived as emails, PDFs and spreadsheet attachments in every format imaginable. Sales staff read each one, looked up part numbers and contract pricing, and typed line items into the ERP by hand, so turnaround stretched to days and pricing mistakes reached customers.

Where it hurt

• Unstructured requests in mixed formats
• Customer-specific contract pricing checked by hand
• Errors found only after the quote was sent

The firm held years of client history across its CRM, billing system and partners' inboxes, but none of it was used to decide who to call. Renewals were missed, and disengaged clients left without warning.

Where it hurt

• Client signals scattered across three systems
• No early warning for at-risk relationships
• Business development driven by memory, not data