Start with the work, not the software
A new CRM or automation is only one part of an operational change. Someone still needs to respond to exceptions, keep records accurate and make sure the workflow reaches its intended outcome. Before deciding how to engage a partner, decide who will be responsible for those activities.
Write down the workflow’s starting point, its completion criteria and the person accountable for each handoff. This makes the choice between a system build and a managed workflow much clearer.
When Build & Handover makes sense
Choose Build & Handover when your internal team has the capacity to run the workflow but needs better systems and structure. The engagement covers system design and implementation, documentation, team training and handover. Your business owns the system and processes.
Plan the handover before the build begins. Identify the internal owner, agree what documentation they need and walk through both routine tasks and exceptions during training. A successful handover is more than sharing passwords or a diagram.
When Build & Manage makes sense
Choose Build & Manage when you need the workflow operated as well as implemented. Under an agreed scope, assigned people and automated steps carry out the work, supported by performance reporting and improvement.
The scope should say what is included, what requires your approval and how issues are escalated. Retain visibility over the work through agreed reporting rather than assuming that automation means everything runs unattended.
A practical decision
Ask three questions: Do we have a named internal owner? Do they have time to operate the workflow? Do we need ongoing delivery support? If ownership and capacity are already in place, handover may fit. If capacity is the missing piece, a managed model may be more useful.
An Operations Review can help define the workflow before choosing either model. The aim is a practical fit, not a larger project than the business needs.
A practical next step.
Discuss your workflow in a 20-minute remote Operations Review, with no obligation.
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