M.A.S Works case studies and results

The existing CRM was being worked around rather than through. Because enquiries were not always logged and followed up systematically, a proportion of potential jobs was never converted or tracked. Depending on conversion rate, that was worth an estimated £18k to £72k a year.

Closing that gap took process changes: clear intake questions, documented follow-up steps, and the admin taking ownership of the booking process using a structured framework.

Almost everything in the business ran through Joe. Scheduling, quoting, customer queries, compliance tracking, all of it landed with him.

We designed a simple three-tier job classification framework that gave the admin team a clear mandate. Red jobs she handles end to end, Amber jobs she books and Joe approves, Green jobs she takes the details for and passes straight to Joe.

The framework also defined what to ask before booking each job type, which cut the back-and-forth and freed Joe from around fifteen hours of administration a month.

Compliance was being managed well in practice but had little documentation or structure behind it. We built a compliance calendar into the team's job management system, documented the renewal schedule for every licence and qualification, and created a pre-filled digital WaterSafe certificate for Joe's iPad, so professional certification goes out with every relevant job.

As the commercial side of the business grew, taking in hotels, commercial property and facilities management contracts, it became clear that domestic and commercial customers needed different propositions and different processes.

They also needed a CRM that let Joe and the team manage enquiries properly on the move, and that could carry new services like inventory management, AI-driven job description toolkits and automated customer follow-up. The new CRM was launched, customer data migrated and the operating model embedded within the team.