CRM for Telecom Reseller
What I did
Problem
A telecom reseller with a 50-person team was involved in multiple projects across B2B and B2C segments. As operations grew, the lack of a centralized system began to cause issues. Employees tracked services, numbers, and client records in Excel, leading to frequent errors: duplicate entries, inconsistent updates, delayed reporting, and limited visibility into customer activity.
To address these inefficiencies and support further growth, the company decided to develop a custom CRM for internal use.
Solution
To ensure the CRM aligned with the company’s actual needs, I led the analysis, design, and coordination efforts between internal stakeholders and the external development team. My approach focused on identifying bottlenecks, improving process clarity, and facilitating smooth implementation through continuous feedback loops.
Gather Insights
- Reviewed current workflows and tools to map how data was being captured, updated, and used across teams
- Identified pain points such as duplication, miscommunication, reporting gaps, and unclear ownership
- Designed an optimized process flow based on operational needs and best practices
- Presented proposed flow to key internal stakeholders for feedback and iteration
Implementation Process
- Collected internal feedback and communicated structured requirements to the external development team
- Served as a liaison between the development agency and internal teams, translating business needs into technical input
- Supported iterative testing and quality assurance efforts, validating key features and data flows
- Coordinated the review process, collected user feedback, and shared it with developers to fine-tune the solution
- Guided rollout and adoption by ensuring teams understood the “why” behind the new CRM and how it would improve daily work
Handling Challenges
Faced several common challenges during the process:
- Some team members were hesitant to move away from Excel due to habit and perceived control. To address this, I ran short demo sessions, showing how the CRM would actually reduce their workload.