The main objective of the project was to transform 2buy2’s fragmented processes and data into a centralised, actionable CRM framework that supports operational efficiency, improved decision-making, and enhanced customer experience. The initiative focused on combining strategic insights, automation, and data-driven processes to drive measurable business outcomes.

Strategic Audit and Insight Generation

Conducted a performance audit to identify gaps, uncover inefficiencies, and build a clear business case for CRM optimisation.

Centralised Data Management

Consolidate all client, provider, and operational information into a single, reliable CRM platform.

Sales Pipeline Visibility and Forecasting

Provide real-time insights into opportunities won, lost, and their value, enabling smarter forecasting and decision-making.

Operational Efficiency and Automation

Streamline front-office and middle-office workflows, reducing manual processes and improving consistency across teams.

Customer-Centric Insights

Collect, analyse, and act on customer data to better understand client needs and deliver tailored, effective services.

Scalable CRM Framework

Build a solution that grows with the business, supporting ongoing optimisation and digital maturity.

By implementing SugarCRM with redk’s guidance, 2buy2 achieved a step-change in operational performance and customer insight. The centralisation of data, automation of workflows, and strategic redesign of processes provided the team with visibility, control, and actionable insights that were previously impossible.

These improvements directly supported better decision-making, more accurate sales forecasting, and enhanced customer satisfaction, turning CRM adoption into a driver of measurable business outcomes.

Centralised and Accurate Data

All client and operational information is now consolidated in a single CRM platform, providing teams with a reliable, complete view of the business.

Improved Sales Forecasting and Pipeline Visibility

The company now tracks not only billed revenue but also opportunities lost and their value, enabling smarter, data-driven decisions.

Operational Efficiency and Automation

Manual tasks have been reduced or eliminated, increasing speed, consistency, and effectiveness across departments.

Customer-Centric Insights

Analytics and dashboards provide actionable insights into client behaviour, helping teams tailor services to meet evolving customer needs.

Value-Oriented CRM Usage

Every feature of the CRM is now designed to deliver measurable business outcomes, from optimised workflows to actionable reports.

Long-Term Optimisation and Change Management

The solution includes a framework for ongoing improvement, ensuring the system evolves with the business and supports digital maturity.

Enhanced Decision-Making Across Teams

With integrated data and real-time reporting, employees can make informed, strategic decisions in sales, account management, and customer operations.

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