Process mapping
How enquiries arrive, who owns them, what moves a deal forward, and where it currently stalls.
CRM & Business Systems
Leads and customer information are scattered everywhere.
A CRM is not a piece of software you install. It is the decision that there is one place where customers, opportunities, and follow-ups live — and that everyone works there. We set that up around how your team already sells, so it gets used.
Published starting price: From $2,500. See scope and options
- One record per customer
- Follow-up that is not memory
- Pipeline anyone can read
Form, phone, email, and referrals landing in the same place — so there is one version of the customer everyone works from.
Sound familiar?
The information exists. Nobody can find it in one place.
These usually appear together, because they are all the same problem: no single system owns the customer.
The same customer exists in four places.
Each system was set up for a different job, and none of them was ever nominated as the correct one.
Follow-up depends on who remembers.
There is no list of what needs chasing, so consistency depends entirely on individual discipline.
"Where does this deal stand?" requires asking someone.
The pipeline lives in conversations and inboxes rather than in a record a manager can read.
Reporting means building another spreadsheet.
Every question needs a fresh manual assembly, because nothing holds the answer in a queryable form.
When someone leaves, their customers leave with them.
The relationship history was in their inbox and their head, not in a system the business owns.
You bought a CRM. Nobody uses it.
It was configured to a vendor default rather than to your process, so working around it is faster.
If nothing changes
What scattered customer data actually costs.
Not one dramatic loss — a steady rate of small ones, none of which get recorded as losses.
Leads go cold silently
A lead nobody followed up leaves no trace. You cannot manage a leak you cannot see.
Decisions run on anecdote
Without a reliable pipeline, forecasting and hiring are judgment calls dressed as data.
The owner becomes the system
When the reliable version of the process lives in one person, that person becomes the constraint on growth.
Institutional memory walks out
Every departure takes context with it, and the next person restarts relationships from zero.
What good looks like
What a CRM looks like when it is actually working.
The test is simple: can someone who was not in the conversation pick it up correctly?
- One record per customer, and everyone agrees it is the correct one.
- Every open opportunity has an owner and a next action with a date.
- A pipeline view a manager can read without asking anyone.
- Enquiries arrive in it automatically, from every channel.
- History travels with the customer, not with the employee.
- Reports answer the weekly questions without being rebuilt.
- The team uses it because it is faster than the workaround.
- It fits your stages and your language, not a vendor’s demo data.
How we approach it
We configure it around how you already sell.
The most common reason a CRM fails is that it was set up to match the software rather than the business. We start the other way round: how work actually arrives, who owns it at each stage, what has to be true before it moves forward, and what everyone needs to see.
Then we configure to that. Your stages, your fields, your qualification rules, your handoffs. Anything the team should not have to do by hand — creating records, assigning owners, scheduling follow-up — is automated, so using the system is less effort than avoiding it.
We also decide what the CRM is not. Trying to make it the source of truth for everything is how CRMs become the thing nobody updates. It owns customers, opportunities, and follow-up. Other systems keep what they are already better at.
The transformation
One enquiry, tracked instead of remembered.
This example compares a manual lead handoff with one tracked in a shared system.
Today
How the lead moves today
- Enquiry arrives — form, phone, or forwarded email
- Someone receives it personally
- It gets copied into a spreadsheet, if there is time
- A reply goes out from one person’s inbox
- Follow-up is set as a mental note
- The manager asks for the pipeline
- Someone builds another spreadsheet to answer
Every step depends on a person choosing to do it, and nothing records it when they don’t.
Connected
How it moves once the CRM owns it
- Enquiry lands in the CRM from whichever channel it came through
- An owner is assigned by rule, not by whoever saw it first
- Acknowledgement goes out immediately
- The next action and its date are on the record
- Stage changes as the deal progresses, visibly
- The pipeline is a view, not a report anyone builds
Same work. Recorded either way, including when a lead goes cold.
- Lead
- CRM record
- Owner assigned
- Follow-up
- Quote
- Customer
- Reporting
What we actually build
What a CRM engagement includes.
The configuration is the work. The software is the easy part, and usually the part you already own.
Platform setup
Pipelines, stages, fields, permissions, and views configured to your process — not to a template.
Data migration
Existing customers brought across from spreadsheets and legacy tools, deduplicated and cleaned.
Channel capture
Web forms, phone, email, and referrals all landing in the same place, with the source recorded.
Routing & follow-up
Scoped assignment rules, acknowledgements, reminders, and escalation so follow-up has an owner.
Quoting & documents
Quotes, proposals, and agreements generated from the record instead of rebuilt each time.
Reporting & dashboards
The views that answer your weekly questions, built once so nobody assembles them again.
Training & adoption
Working sessions with the people who will use it daily, plus documentation for the next hire.
Ownership & handoff
Admin access, documented configuration, and a clear owner inside your business.
How it connects
A CRM is only as good as what feeds it.
If people have to enter data by hand, the data will be incomplete — and incomplete data is worse than none.
- Modern WebsitesWhere most enquiries originate, and where qualification should already have happened.
- Automation & AIThe routing, reminders, and document generation that keep records current without typing.
- ERP & OdooWhere a won deal becomes an order, a job, and an invoice rather than a second record.
- Ongoing Digital SupportKeeping the configuration current as the process changes — which it will.
Platforms we configure
- HubSpot
- Pipedrive
- Odoo CRM
- Salesforce
- Zoho
- Airtable
- Microsoft 365
- Google Workspace
Who this is for
Where a CRM engagement pays off.
Teams past the point of one person
Once more than one person handles customers, "who is following that up?" stops having an obvious answer.
Businesses with a real sales cycle
Anything involving quotes, multiple conversations, or a decision that takes weeks needs a record between them.
Companies with a CRM nobody uses
Often the fastest engagement of all: the platform is fine, the configuration never matched the work.
Multi-location or multi-team operations
Where the same customer can be touched by more than one part of the business.
In practice
What these engagements look like.
Spreadsheet to pipeline
The tracking spreadsheet becomes a real pipeline — same stages the team already used, now with owners, dates, and history attached.
Rescuing a CRM nobody adopted
Reconfiguring an existing platform around the actual process, removing what nobody fills in, and automating what nobody should be typing.
Every channel into one inbox
Web forms, phone enquiries, and referrals all creating records automatically, with the source recorded for the first time.
The weekly report, built once
The numbers a manager asks for every Friday become a dashboard instead of an afternoon.
Published starting prices
What CRM work costs.
The starting engagement is shaped by pipelines and workflows, migration and cleanup, connected systems, user roles, and training. We define each in the proposal rather than assume every team needs the same setup.
CRM Setup
From $2,500
Best for: A team moving off spreadsheets, or fixing a CRM that was never configured properly.
- Process mapping and pipeline design
- Platform configuration and permissions
- Data migration and deduplication
- Core automation for routing and follow-up
- Team training and documentation
Website + CRM
From $6,500
Best for: Businesses fixing the enquiry path end to end rather than one half of it.
- Full website build
- CRM platform setup and configuration
- Forms wired into the pipeline
- Contact and deal workflow automation
- Team training and documentation
- Typical timeline: 3–4 weeks
Operational Audit
From $1,500
Best for: When you are not yet sure whether the problem is the CRM, the process, or the website.
- Review of the current digital stack
- Map of where workflows stall
- Tooling and integration recommendations
- Prioritized roadmap
- Written summary and walkthrough
The $2,500 starting price is for a defined CRM setup, not unlimited migration, integrations, or automation. Proposal specifies pipelines, roles, data, connected systems, training, and handoff. Vendor licence fees are paid separately.
How it runs
The same process, every engagement.
You always know what's happening now, what's next, who owns it, and what it costs.
Discover
A free call to understand your business, goals, and current systems. No pitch, no pressure.
Plan
A written proposal with scope, deliverables, timeline, and a fixed price — approved before anything starts.
Build
Design, development, and configuration with regular check-ins so you stay informed end-to-end.
Launch
Deployment, training, and handoff documentation. Includes 30 days of post-launch support.
Support
Ongoing maintenance, improvements, and a partner who knows your systems as you grow.
Questions
What people ask before starting.
Do we have to change CRM?
Usually not. Most of the CRMs we are asked to replace are perfectly capable and were simply configured to a default. We look at the configuration before we look at the platform, and recommend a change only when the tool genuinely cannot do what the business needs.
What happens to the data in our spreadsheets?
It gets migrated. We clean and deduplicate first, because importing four versions of the same customer recreates the problem you are trying to leave. Anything that cannot be reconciled is flagged for you to decide on rather than quietly dropped.
Our team resisted the last CRM. Why would this be different?
Because adoption is a design problem, not a discipline problem. If the system is slower than the workaround, people use the workaround — correctly. We configure it around the way they already work and automate the data entry that made the last one feel like overhead.
How long does a CRM setup take?
A focused setup is typically two to four weeks, most of which is process mapping and data cleaning rather than configuration. A rollout across several teams with migration from multiple systems takes longer, and we scope that specifically.
Do you handle the licence costs?
No — you buy your own licences directly from the vendor and own them. We will tell you which tier you actually need, which is often lower than the one the sales conversation lands on.
What if we need ERP later?
A properly configured CRM is a reasonable foundation for that, not a detour. We build with the boundary in mind: the CRM owns customers and opportunities, and ERP takes over once a deal becomes an order.
The wider ecosystem
One business. More than one type of problem.
AdōDesign Digital handles the operational side. When a project needs something else, it stays inside the same team.
- AdōDesign StudioWhen the work needs 3D product visuals, renderings, animation, or video production.
- AdōDesign AppsWhen an off-the-shelf tool will not fit and the business needs its own portal, dashboard, or internal application.
- AdōDesignThe parent brand, and the shortest route to the right part of the ecosystem for anything outside Digital.
The next step
Let’s look at where your customer information actually lives.
Thirty minutes on how enquiries arrive, who owns them, and what it would take to get to one record per customer. Often the answer is smaller than people expect.
- 01
A conversation
Thirty minutes on what is slowing the business down. No pitch, no deck.
- 02
An honest read
Where we would start, what can wait, and whether we are the right fit at all.
- 03
A written scope
Only if it makes sense — deliverables, timeline, and a fixed price, in writing.