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CRM operations

Workflow example

CRM implementation and workflow automation

A reviewed CRM implementation pattern for structuring customer records, pipeline stages, handoffs, and follow-up workflows.

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System mapCRM operations
InputCustomer request
LogicCRM and catalogue logic
HandoffQuote and follow-up
Connected workflow

01 / The problem

Where the work gets stuck

Customer and sales information can become fragmented when stages, ownership, and handoffs are not consistently defined.

02 / The approach

One connected workflow

A CRM workflow can structure agreed records, pipeline stages, ownership, and follow-up actions around a documented sales process.

01Defined inputs

Start with the information and channels the workflow is allowed to use.

02Clear operating rules

Make validation, routing, and exception handling explicit.

03Human checkpoints

Keep people responsible for decisions that need context or approval.

03 / Workflow

A practical view of how information moves from the first input to the final handoff.

  1. 01

    Map the current customer and sales process.

  2. 02

    Define the approved record structure and pipeline stages.

  3. 03

    Configure ownership, handoffs, and selected follow-up rules.

  4. 04

    Test the workflow against agreed scenarios.

04 / Project details

CRM architecture

This pattern restructures a catering sales process around one CRM environment instead of leaving customer information, event requests, catalogue data, quotes, and follow-ups across disconnected tools.

Customer and opportunity records

  • Centralise customers, companies, contacts, and interaction history in Sellsy.
  • Represent each event request as an opportunity with the operational event information attached.
  • Define pipeline stages, record ownership, and the information required before a request advances.
  • Keep customer communication and quote history available from the related record.

Catalogue and quotation workflow

  • Integrate the catering product catalogue so sales teams can build structured quotations from maintained items.
  • Use consistent catalogue and menu structures across opportunities.
  • Prepare quotation-generation steps around the information captured during qualification.
  • Create follow-up tasks and notifications from agreed pipeline events.

External workflow connections

  • Connect Sellsy to external systems through Make.com scenarios.
  • Use custom scripts and APIs where catalogue or menu data needs additional structuring.
  • Keep exceptions and incomplete records visible for manual resolution.

A useful starting point

Is a similar handoff slowing your team down?

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