Solutions is an imaginary CRM for a small sales and service team. We explored a practical question: how do you keep customer relationships personal when their details are spread across inboxes, spreadsheets, and people’s heads?
01 / THE CHALLENGE
Where we started.
In the scenario we designed for, a new enquiry starts in an inbox. A salesperson adds it to a spreadsheet, keeps notes elsewhere, and sets a reminder in their own calendar. A colleague covering for them has no clear view of the last conversation or the next promise.
Adding another tool would only help if it made the working day simpler. The CRM needed a clear owner, an understandable pipeline, and a next action for every opportunity, without asking the team to maintain the same information twice.
The useful part of a CRM is knowing what to do next, and why.
The idea that guided the work
02 / THE PROCESS
Making the pieces fit.
Follow a real working day
We mapped the concept journey from a first enquiry to an ongoing client relationship. That revealed the three essentials: who owns it, what has happened, and what comes next.
Make the pipeline actionable
A focused board puts opportunities into clear stages. Each card carries its owner and next task, while the contact view brings notes and conversations together.
Design the handover
We worked through reassignment, overdue follow-ups, and the move from won opportunity to active client. A shared activity history preserves context when ownership changes.
- 01
Capture the lead
Contact details and source in one record
- 02
Move it forward
A clear stage, owner, and next action
- 03
Keep the context
Client history stays with the relationship
One connected journey. Every step has a purpose.
03 / THE SOLUTION
A clearer way forward.
The concept combines a sales pipeline, contact records, and follow-up tasks in a single workspace. The overview makes today’s priorities visible, and each opportunity opens into a complete view of the relationship.
Instead of treating a sale as the end of the record, the CRM carries its history into the client relationship. Permissions and clear ownership define who can make changes, while reminders bring the right person back at the right time.
04 / THE RESULT
What the work made possible.
This concept study sets out a CRM direction with connected contacts, opportunities, and tasks. It demonstrates the intended workflows and interface; response times, adoption, and commercial outcomes would need to be measured in a real implementation.
A customer relationship should outlast the spreadsheet, and the person who last updated it.
This is a fictional concept study. The project, timeline, and outcomes illustrate our approach; they are not client performance claims.