Software DevelopmentStrategyProject Management
CRM transformation onto Zoho
From spreadsheet-based customer management to automated Zoho CRM workflows across the business.
- Year
- 2021—2022
- Role
- Lead · Requirements · Change management
The problem
Customer management lived in spreadsheets — fragile, manual and impossible to scale across sales, support and service delivery.
What I built
- 01Scoped requirements across every customer-facing function and designed the data model.
- 02Configured the integrations connecting CRM, billing and service delivery.
- 03Ran the change management — getting the whole team onto the new system.
Outcome
A single automated source of truth for the customer lifecycle, owned and maintained in-house.
Next project
Amazon MCF integration