Service business — custom CRM from enquiry to invoice
Multi-site service operator, 40 staff · Field services
A service-based business had outgrown HubSpot and spreadsheets. Technicians, schedulers, and finance each used different tools — jobs fell through the cracks and invoicing ran weeks late.
The problem
Off-the-shelf software forced their workflow into generic stages. Technicians couldn't see job history on mobile. Finance re-keyed completed jobs into Xero. No single view of customer → enquiry → job → invoice.
Constraints
- — Must integrate with existing Xero setup
- — Mobile-friendly for field staff
- — Phased rollout — can't stop operations for a big bang
Approach
Step 1
Discovery
Shadowed schedulers and technicians for a week. Documented the real handoffs — not the process diagram on the wall.
Step 2
MVP scope
Scoped MVP around enquiry capture, job scheduling, technician mobile view, and invoice trigger — one vertical slice end to end.
Step 3
Build & deploy
Delivered custom CRM with job-centric views, customer history, and Xero integration. Rolled out site by site over four weeks.
Deliverables
- Custom CRM replacing HubSpot + spreadsheets
- Mobile job view for field technicians
- Xero integration for invoice generation
- Training per site and admin documentation
Results
- Handoffs
- Enquiry to invoice in one system
- Re-keying
- Eliminated duplicate data entry into finance
- Visibility
- MD dashboard — jobs, revenue, bottlenecks
- Support
- Ongoing retainer for fixes and features
“We stopped fighting the software. It finally works the way our team works.”
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