CRM Strategy and Delivery
One CRM Solution, Shaped Around the Work You Need to Manage
We help you choose, plan and deliver the right CRM approach for your organisation, connecting customer data with the workflows, reporting and systems your teams rely on.
Strategy and Roadmapping
Define the business case, users, processes, data and priorities before committing to a platform or delivery plan. The result is a practical CRM roadmap with clear decisions and dependencies.
Implementation Planning
Turn requirements into a phased implementation plan covering scope, integrations, governance, testing, training and rollout. This creates shared expectations before delivery begins.
Migration and Integration
Prepare, clean and validate data, then connect the CRM with finance, marketing, service and operational systems to reduce duplication and keep information moving between teams.
Automation and Reporting
Automate repetitive steps, improve handovers and build reporting around the decisions people need to make. After launch, priorities can evolve as users and processes change.
"The platform allowed clients and members to have a seamless experience when signing up. We are very satisfied with the work Vivato have done and grateful for the platform they have built."
The Simon Communities of Ireland
CRM Project Questions
What Buyers Need to Know Before CRM Delivery
CRM decisions involve scope, platform fit, migration, adoption and measurable value. Addressing these questions early helps teams agree a realistic route forward.
Migration planning should identify data owners, cleansing rules, dependencies, test criteria and the cutover approach. We validate data before release and can phase the rollout or use parallel checks where the operational risk justifies them.
Yes, where the systems provide suitable APIs or other supported connection methods. We map how data should move between finance, marketing, service and operational tools, including ownership, error handling and security requirements.
The timescale depends on the number of workflows, integrations, data sources, user groups and approval stages involved. Discovery establishes a realistic delivery plan, with an initial useful release prioritised where the scope allows.
Involve representative users in discovery and testing, simplify the workflows they use most, and give each team clear ownership and training. Adoption is easier to assess when expected behaviours and usage measures are agreed before rollout.
Start with baseline measures linked to the reason for the project. These might include conversion, response time, manual effort, duplicate records, forecast confidence or time spent producing reports. Compare the same measures after adoption rather than relying on activity alone.
Support can cover incident response, hosting, monitoring, planned updates and further CRM improvements. The right arrangement depends on system criticality, internal capability and the service levels your organisation needs.
Business Value
A CRM investment should address defined operational or commercial problems. We agree useful baseline measures early, then assess whether the solution is improving data, workflows, customer interactions and reporting.
More Reliable Customer Data
Bring customer information into an agreed structure, with ownership and validation rules that reduce duplication and help teams make decisions using consistent data.
Less Manual Administration
Use automation and clear handovers to reduce repeated data entry, chasing and avoidable delays between sales, operations and service.
Better Connected Customer Journeys
Give authorised teams the context they need to manage enquiries, opportunities, delivery and service without asking customers for the same information repeatedly.
Reporting People Can Act On
Track the measures that matter to operational and leadership teams, such as pipeline movement, service levels, workload and delivery performance.
The Team
CRM Delivery From Discovery to Ongoing Support
Our team combines business analysis, CRM delivery and .NET engineering to understand complex requirements, manage technical dependencies and support the solution after launch.
What is a CRM solution?
A CRM solution is the combination of technology, data, workflows and governance used to manage customer relationships. It may cover lead management, sales, onboarding, account activity, service, operational delivery, communications, reporting and integrations with other business systems.
The right CRM solution does not begin with a feature list. It begins with the customer journey and the work your teams need to complete. Vivato helps organisations define that need, select an appropriate route and deliver the changes required to make the CRM useful in day-to-day operations.
Do you need a new CRM or a better use of the one you have?
Not every CRM problem requires a replacement. A configured off-the-shelf platform may suit straightforward sales and service processes. An existing CRM may only need cleaner data, improved workflows, better reporting or integration with operational systems. More complex organisations may need a platform to be extended or a purpose-built solution where standard products cannot support the required processes economically.
We assess the available options against business fit, user needs, technical constraints, ownership, ongoing cost and the effort required to change. The recommendation should reflect the problem, rather than assume one technology or delivery model from the start. Our comparison of custom CRM vs HubSpot or Salesforce sets out when each route makes sense.
What can a CRM solution connect?
A well-planned CRM can give teams a consistent view of the customer while coordinating the work that happens around them. Depending on your requirements, the solution may include:
- lead, opportunity and pipeline management;
- quoting, approvals and sales handovers;
- customer onboarding and account management;
- service requests, tasks and communications;
- order, project or field-service workflows;
- dashboards, forecasts and operational reporting;
- customer portals and document exchange; and
- connections with finance, marketing, telephony, inventory or other internal systems.
The goal is not to put every process into the CRM. It is to establish which system owns each piece of information and make the right data available where people need it.
How Vivato plans and delivers CRM solutions
1. Understand the problem and define success
We map users, customer journeys, workflows, data sources, pain points and business constraints. Our discovery workshops turn that analysis into clear priorities and decisions. Success measures are agreed early so the project can be evaluated against outcomes such as reduced administration, more reliable reporting or faster handovers.
2. Choose the right CRM approach
We assess whether to improve the current CRM, configure an established platform, extend it with integrations or develop a purpose-built system. The decision considers functional fit, lifecycle cost, flexibility, internal ownership and delivery risk.
3. Plan implementation and migration
Requirements are translated into a phased delivery plan covering data, integrations, security, permissions, testing, training and rollout. Our project scoping service provides the structure needed before delivery begins, while CRM replacement and migration work prepares and validates the information moving into the new environment.
4. Connect workflows and systems
CRM value often depends on what happens beyond the CRM itself. Our CRM integration and consolidation work connects relevant systems and define how data moves, who owns it and how connection failures are handled.
5. Improve automation and reporting
Once the core workflows are stable, workflow automation and reporting can reduce repetitive tasks and give teams clearer operational insight. Improvements are prioritised according to evidence from users, support requests and agreed performance measures.
How do we manage CRM migration and adoption?
Migration is more than transferring records. Data needs owners, agreed definitions, retention decisions, cleansing rules and validation criteria. The rollout plan should also account for integrations, permissions, historical information and any period in which old and new systems must operate together.
Adoption is designed into the project by involving users early, testing real scenarios and keeping workflows proportionate to the task. Training should explain not only which buttons to press, but why accurate data and consistent process matter to each team.
Who are Vivato's CRM solutions for?
Vivato is a strong fit for organisations whose customer processes extend beyond a simple contact database or standard sales pipeline. Common triggers include disconnected systems, complex handovers, heavy spreadsheet use, inconsistent reporting, difficult integrations or a CRM that no longer reflects how the organisation operates.
For a small team with straightforward requirements, a standard CRM configured by the internal team or a specialist implementation partner may be the more proportionate choice. We will identify that during discovery rather than recommend unnecessary development.
Plan the next practical step
You do not need a finished specification before starting a conversation. Bring the current problem, the systems involved and the outcome you need. Vivato can help you establish whether the next step is a CRM roadmap, an implementation plan, migration preparation, integration work or a broader replacement project.
