OPERATIONS / AUTOMATION
Turning a six-step manual intake process into one connected system.
- Client
- Regional services company
- Industry
- Professional services
- Service
- Automation
What we did
- Workflow review and process map
- Intake redesign
- Automated routing and notifications
- CRM and project tool integration
- Reporting automation
The problem
Every new inquiry required someone to read a form submission, copy the information into the CRM, decide who should own it, create a project manually, send three separate emails and notify the operations team in chat.
Nothing was wrong with any individual step. There were simply six of them, and all six depended on a person being at a desk.
What was in the way
- Intake information arrived in a format nobody could act on directly.
- Assignment rules existed in people's heads, not in the system.
- Follow-up depended on whoever remembered.
- The CRM and the project tool did not know about each other.
- Leadership had no reliable view of what had come in that week.
What we designed
We mapped the current process end to end, including the workarounds that had never been documented.
Two steps were removed entirely, two were combined, and the remaining decisions were written as explicit routing rules.
The new intake form was redesigned around what the team needed to act, not what was easy to ask.
What we built
- A structured intake form feeding a single source of truth.
- Routing logic that assigns ownership automatically based on service type and capacity.
- Automated internal notifications and client acknowledgement.
- Project creation triggered by the CRM record, not by a person.
- A weekly report that assembles itself.
How it works now
Form arrives in an inbox.
Record is created and assigned automatically.
Someone decides who owns it.
Routing rules decide, instantly.
Project created by hand.
Project created on stage change.
Three manual emails.
Acknowledgement and follow-up run themselves.
Reporting rebuilt weekly.
Report delivered on schedule.
The outcome
- Intake no longer depends on a specific person being available.
- Every inquiry receives an acknowledgement the same day it arrives.
- Leadership reviews one report instead of asking three people for updates.
- The operations team's manual data entry for intake was eliminated.
Sound familiar?
Tell us what's not working in your business.
Describe what happens today. We'll determine the most useful next step.