Implementation / Operations · PRIOR PROFESSIONAL WORK

A better handoff. A faster implementation.

Redesigned the transition from Sales to Implementation so the team could start with the information it actually needed.

MY ROLE

I redesigned the process and defined the intake and template requirements. A team member and UX and UI resource created the final template layouts.

The problem

After a deal closed, Implementation received little beyond the deal record. The team had to repeat discovery before onboarding could begin.

What I did

Reviewed historical onboarding data to understand actual implementation timelines.
Created an intake form covering the customer's prior CRM, dealership management system, required client champion, and system specific requirements.
Defined the content and requirements for implementation paths and templates based on the selected CRM and DMS.
Set up a shared implementation pool so the first available rep received the information needed to begin.

How the team used it

Give the implementation rep complete setup information from the start.
Make the onboarding commitment reflect actual delivery performance.

WHAT CHANGED

Around 60 days to around 30 days

Approximate average implementation time, based on the historical onboarding data reviewed for this redesign.

Improved starting data, supported smoother launches, and contributed to higher retention.

The contractual onboarding expectation moved from 90 days to 45 days, with the team typically delivering ahead of it.

Relevant services

CONNECTED EXPERIENCE

More work to explore.

Reporting & data / Customer support

Making the real cost of support visible

Connected Zendesk activity with CRM accounts to show which customers needed more support, training, or attention.

Built directly

Google Apps Script · Zendesk API · Internal CRM

AI & voice / CRM

Bringing CRM context into the conversation

Product ownership for a paid virtual assistant connecting dealership calls and texts with CRM records and workflows.

Led as product owner

Roughly 15% higher sales conversions

Internal CRM

AI & voice / Customer support

Call routing with the customer context attached

An inbound IVR and AI voice workflow using CRM lookups to improve lead information and human handoffs.

Configured the workflow

Internal CRM · IVR workflows

Illustrative reconstruction based on the workflow I built or managed. No client data shown.

LET'S MAKE THE WORK EASIER.

A clearer process.
A system that works.

Have a workflow that needs a better way? Start with the work that looks closest to yours.

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