AI-assisted CRM workflow automation

A growing B2B sales organisation was losing deals to context loss. Reps were jumping between an aging CRM, spreadsheets, chat threads and shared docs — and the leadership team had no real picture of what was happening in the pipeline.

More tools were not the answer. Less, but smarter, was.

A tailored CRM with deal automation, an omnichannel customer timeline and an AI copilot that operates as part of the system — not as a separate chat box.

• Pipeline & deal automation with stage-aware playbooks.
• Omnichannel customer timeline (email, calls, meetings, in-app).
• AI copilot with three modes — observe, suggest, act.
• Forecast model with explainable confidence intervals.
• Workflow studio for the team to build their own automations.

We worked deal-by-deal with the sales leadership for the first six weeks — modeling the way they actually run their business before building anything. The AI copilot started in observe-only mode for a month, then suggest-only, and only then was given action permissions — after passing a custom eval suite.

Response time dropped 64%. Qualified pipeline grew 41% in the first quarter. Forecast accuracy improved measurably. And the leadership team — for the first time — had a CRM their reps actually used. 98% adoption inside the first two months.