CRM strategy & design
Define customer journeys, pipeline stages, responsibilities, data requirements and the minimum useful solution.
CRM · MereSimplicity Build
Who knows what happened in the last customer conversation?
Keep customer history and next steps visible to the people who need them.
When the history sits in separate inboxes and personal notes, the next person has to ask again. Give the team a shared view of the relationship and the next action, shaped around how you actually sell and serve.
The challenge
What gets in the way.
Customer information lives across inboxes, spreadsheets and individual memory, creating missed follow-ups, uneven service and no reliable view of the relationship.
Where we fit
Who this helps.
Sales, service and field teams that need clearer customer records, shared processes, better follow-through and useful management visibility.
CRM strategySales and service workflowsField serviceCustomer data structureAdoption and reporting
How we help
Make the system serve the work.
Choose the parts that address your problem. The scope follows the work that needs to become easier, with changes introduced in manageable stages.
A shared sales & service process
Configure relevant sales, customer service and field capabilities around agreed operational workflows.
Customer data foundation
Structure customer, contact, activity and consent information with clear ownership and access.
Field service enablement
Connect scheduling, work orders, technician updates and service history to a shared customer view.
Connected customer records
Connect forms, communication, finance and operational systems using reusable patterns.
Adoption & performance
Train teams, simplify everyday use and create reporting that supports coaching and better customer decisions.
How the work moves
Know what is changing and why.
Discover
Understand the customer journey, roles, current tools and lost handovers.
Design
Agree the record structure, workflow, permissions and measures of success.
Implement
Configure, connect, migrate carefully and test with real scenarios.
Adopt
Enable users, monitor usage and refine what gets in the way of consistent work.
What changes
The improvements we work toward.
One visible history for each customer relationship
Clear next actions and fewer missed follow-ups
More consistent sales and service processes
Reporting grounded in real customer activity
Platforms & approaches
Selected to fit the work.
Dynamics 365Field ServicePower PlatformCustomer insightsAPI integrationsCRM accelerators
The architecture and platform are chosen for the organisation's requirements. Not every engagement uses every technology listed.
Start with the business need
What keeps getting in the way?
Tell us where the process slows down or the information becomes difficult to trust. We’ll review what already works and agree a useful next step.
Intelligence & Build
Understand the system. Engineer the improvement.
MereSimplicity Intelligence is being developed to understand the system, investigate performance and determine what should improve. MereSimplicity Build engineers the processes, software and connections that make those improvements possible. Measurement establishes whether the change worked.
- Build the systems
- Capture the activity
- Understand the information
- Choose an action
- Measure and learn