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CASE STUDIES · PREVIOUS WORK

Problems solved across CRM, operations and connected sales systems.

The best way to understand TB Ops is through the work itself.

These examples show how CRM structure, data quality, workflows, reporting, customer handovers, outreach and websites connect to the wider business process.

FEATURED CASE STUDY

HubSpot CRM Architecture Redesign

From duplicate Contacts to one customer record with multiple Deals.

A Contact-based model had become difficult to scale. One customer with multiple service plans could exist as multiple Contacts, creating duplicate data, fragmented communication history and reporting problems.

The redesign moved commercial tracking to Deals while keeping the Contact as the central customer record, then consolidated historical data, rebuilt workflows and reporting, and trained the team on the new process.

CRM Architecture Data Quality Migration Automation Reporting Enablement
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BEFORE Same customer
Contact 1
Contact 2
Contact 3
Duplicates · scattered history
→
AFTER One Contact
Deal A Deal B Deal C
Separate services · one customer view

SELECTED WORK

Four more examples of connected CRM and operations work.

The projects differ, but the same principle runs through all of them: make the systems, data and process easier to use and easier to trust.

01

CLIENT SUCCESS LIFECYCLE

Connecting Sales, Client Success and Delivery after the sale.

Redesigned the operational handover and lifecycle around Sale, Onboarding, Delivery, Account Management, Re-onboarding, Upgrade, Downgrade and Closure.

  • Lifecycle design
  • Workflow automation
  • Service-change handling
  • Reporting
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02

LINKEDIN TO CRM HANDOFF

Turning outbound activity into a connected sales process.

Built and managed segmented LinkedIn outreach, handled prospect conversations, qualified genuine interest and moved opportunities into HubSpot for structured follow-up.

  • Segmentation
  • Dripify
  • LinkedIn
  • HubSpot handoff
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03

INDEPENDENT CRM AUDIT

Turning a complex HubSpot portal into a practical improvement roadmap.

Reviewed CRM structure, ownership, duplicates, platform usage and reporting risks, then translated the findings into a prioritised roadmap.

  • Data quality
  • Governance
  • Ownership
  • Roadmap
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04

HUBSPOT WEBSITE & CMS

Building the TB Ops website inside HubSpot.

Built the TB Ops website using HubSpot's website and CMS tools so the site, CRM, forms, meeting flow and future marketing operations can work in one connected environment.

  • HubSpot CMS
  • Custom-coded templates
  • CRM connection
  • SEO / AEO foundation
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WHAT THESE PROJECTS HAVE IN COMMON

The tool matters, but the operating model matters more.

A workflow can only be as useful as the process it is automating. A dashboard can only be as reliable as the data underneath it. A website only creates operational value when the enquiry and customer journey connect back into the systems behind it.

Good CRM and operations work connects the tools back to the customer journey, team ownership and business decisions.

Explore the services behind the work →

HAVE A SIMILAR PROBLEM?

We can start with the part that is causing the most friction.

You do not need a fully defined project brief. Start with what is unreliable, manual, disconnected or difficult to manage.

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