Custom CRM Build

| CRM, Automation | Custom CRM Build

The Project

This fast-growing creative agency had hit a ceiling. With over 30 active clients and no formal CRM in place, their operations were buried in scattered spreadsheets, Slack threads, and mental memory. Leads slipped through the cracks, project updates were missed, and client follow-ups were inconsistent at best. The team was talented but stretched — and leadership knew they needed a centralized system to scale client relationships, revenue, and workload with intention.

The Process

We started with a systems audit and mapped out their ideal client journey. Using Airtable as the backbone, we built a custom CRM that tracked everything — from lead capture and qualification to onboarding, delivery, renewals, and post-project feedback. We connected this to Zapier and ClickUp to trigger automated reminders, email templates, task assignments, and real-time dashboards. The build included SOPs and Loom walkthroughs for team adoption, as well as a filterable “pipeline view” to help leadership make strategic decisions in seconds.

The Outcome

What was once chaos is now clarity. The team reports faster response times, fewer missed follow-ups, and smoother handoffs between sales and fulfillment. They’ve since increased client retention by 22% and cut lead follow-up time in half. Leadership now uses their live CRM dashboards in weekly meetings to assess capacity, revenue projections, and growth goals — all without opening a spreadsheet.

Custom CRM Build

Created by

The OPTx

Completed on

May, 2025

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Client

Mid-Sized Creative Agency

Custom CRM Build

The Project

The Process

The Outcome

Custom CRM Build

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