Project context
Founder-Led Operations · Real Business Workflow Design
Project context
Founder-Led Operations · Workflow Implementation Using Off-the-Shelf CRM
The Problem
Customer enquiries arrived through multiple channels, including website forms, phone calls, and referrals. While Jobber provided tools to capture enquiries, inconsistent and incomplete information at the point of entry created downstream issues.
This led to:
- Missing or unclear customer details
- Increased follow-up to clarify requirements
- Delays in producing accurate quotes
- Friction in scheduling and job setup
The challenge was not a lack of software, but ensuring the right information was captured consistently and early.
The Objective
Implement a simple, repeatable intake process that:
- Captured essential information upfront
- Reduced unnecessary follow-up with customers
- Created a reliable starting point for quoting and scheduling
- Could scale as enquiry volume increased
The process needed to work within the capabilities of off-the-shelf tools and remain easy for non-technical users to follow.
The Approach
Using Jobber’s enquiry and request features, alongside website forms, I:
- Defined the minimum required information needed to progress an enquiry
- Structured intake questions to reduce ambiguity
- Limited free-text input where consistency was important
- Reviewed incoming enquiries to identify gaps or unclear submissions
- Standardised how enquiries were reviewed and progressed into quotes
Rather than customising heavily, the focus was on clear requirements and disciplined usage.
The Outcome
Applying a consistent intake approach resulted in:
- More complete and usable enquiry data
- Faster quote turnaround
- Fewer clarification messages to customers
- Smoother handoff into scheduling and job creation
It established a dependable foundation for all subsequent operational workflows.operational workflows.
Key Learning
This work was informed by earlier trials of multiple CRM tools, reinforcing the importance of aligning platforms with real operational needs rather than forcing processes to fit software.
This project in particular reinforced a principle that continues to guide my work:
Problems later in the process are often caused by weak intake at the start.
Improving data quality at entry reduced complexity everywhere else.
Salesforce Relevance
This experience aligns closely with Salesforce Admin responsibilities, including:
- Defining required fields and intake criteria
- Designing lead and record creation processes
- Balancing flexibility with data quality
- Using standard platform features effectively
- Prioritising adoption over over-customisation
The same thinking now informs how I design Salesforce objects, screen flows, and automation.
If you’re a Salesforce Admin, Architect, or Recruiter and would like to discuss this approach, trade ideas, or explore how I think through problems like this, feel free to connect with me on LinkedIn.