How I Built the CRM Tool
Customer visibility, pipeline discipline and relationship follow-up — how I shaped a CRM tool around the way the business actually sells.
The CRM Tool was built to give teams a clearer view of customers, opportunities and follow-ups without forcing them into a rigid sales system that did not match how they worked. The goal was practical visibility: who owns the relationship, what is moving, what needs attention and what has gone quiet.
How I Built It
I started with the operating rhythm rather than the screen design. The core entities were accounts, contacts, opportunities, activities and next actions. From there, the tool was shaped around the way users actually review pipeline: by owner, customer, stage, priority and time since last touchpoint.
Power Apps provided the front-end experience, Dataverse held the structured customer data, Power Automate handled reminders and status updates, and Power BI created the leadership view. The system was kept lightweight so teams could maintain it without needing a large support burden.
What It Does
The tool tracks customer accounts, key contacts, opportunity stages, engagement notes and follow-up actions. It gives managers a view of pipeline health while giving users a simple way to keep relationship records current.
What I Learned
CRM adoption depends on trust. If the tool feels like reporting overhead, people avoid it. If it helps them remember, prioritise and follow through, the data quality improves naturally because the system gives value back to the user.