Customer Relationship
Management Solutions
CRM implementations and custom development that give every customer-facing team a unified view of the customer — eliminating the fragmented data that slows sales, erodes service quality, and frustrates the people who pay your bills.
One Complete Customer View — Across Every Team That Touches Them
The most common CRM failure mode isn't a technology problem — it's a strategy problem. Organisations buy a platform, configure the fields their implementation partner recommends, and then wonder why adoption is low and the data quality is too poor to use for anything meaningful. The system becomes a reporting burden rather than a sales enablement tool.
SWA's CRM practice starts with your commercial process and works backward to the platform configuration. We implement Salesforce, Microsoft Dynamics, and HubSpot — and build custom CRM components and integrations where the standard platform doesn't fit your sales model, service workflow, or data structure. The result is a CRM your teams actually use, because it reflects the way they actually work.
- CRM strategy and platform selection advisory
- Salesforce, Dynamics 365, and HubSpot implementation and customisation
- Sales pipeline automation, lead scoring, and opportunity management
- Customer service and case management module configuration
- CRM integration with ERP, marketing automation, and support platforms
What We Deliver
Platform Implementation
Full-lifecycle Salesforce, Dynamics 365, and HubSpot implementation — from discovery through data migration, configuration, UAT, and go-live — designed around your commercial process, not a generic template.
Sales Process Automation
Pipeline stage automation, lead routing, follow-up sequences, and opportunity management workflows — removing the administrative overhead that keeps your salespeople in the CRM instead of in front of customers.
Lead Scoring & Segmentation
Behavioural and firmographic lead scoring models that surface the accounts most likely to convert — enabling your sales team to prioritise outreach around the signals that actually predict purchase intent.
CRM Integration Layer
Two-way integration between your CRM and ERP, marketing automation, customer support, and e-commerce platforms — creating a single customer record that stays accurate across every system that touches it.
Revenue Analytics
Pipeline health dashboards, conversion funnel analysis, rep performance scorecards, and forecast accuracy reporting — built inside the CRM and surfaced to the managers who need them, in the format they can act on.
Service Cloud Configuration
Case management, escalation routing, SLA enforcement, knowledge base integration, and customer satisfaction measurement — transforming your support function from a cost centre into a customer retention asset.
Why Choose SWA for CRM
Process-Led Configuration
We spend more time in your sales and service team's workflow before the first field is configured than most implementation partners spend on the entire engagement. That investment produces a CRM that earns adoption instead of requiring mandate.
Data Quality as a Deliverable
Clean, consistent customer data is built into our implementations through deduplication rules, validation gates, and data governance frameworks — not left as a problem for your team to deal with after go-live.
Post-Go-Live Partnership
CRM systems drift from the commercial process over time if nobody owns their evolution. We offer structured quarterly reviews and enhancement sprints — not just a go-live and a handover document.
Ready to Build a CRM Your Teams Will Actually Use?
Tell us how your sales and service teams work today — we'll assess where your current CRM is falling short and design an implementation that closes those gaps.