Transforming a Professional Services Firm: Digitizing Program Delivery and Optimizing Business Operations

When you’re focusing on business development and growing your business, it can be difficult to find the time to optimize the inner workings of your organization, from marketing and CRM processes to customer service and project delivery.

This is where StrategicFront consultants can help you set up the right systems and processes to ensure that your organization is running efficiently and effectively. Today, we are pleased to share a client case study diving deeper into this problem and detailing our approach and solution. 


A rapidly growing professional services firm was being hindered by a lack of internal structures and processes around their business operations and external program delivery for their clients.  More specifically here are the key issues they faced:

1. Ad Hoc Project Management
The organization did not have the capacity to setup project plans both for internal projects and external client programs. This lack of project planning, management and documentation meant that it was hard to check the status of a project at any given time or to understand which activities were outstanding.
2. Unorganized Document Management
Files were being stored locally and shared individually with other employees upon request. Accessing files became a chokepoint that was dependent on individual employees, effectively slowing business operations.
3. Lack of Sales Pipeline Management

There was no CRM in place to record and track sales activities. The organization was trying out different digital CRM systems without any direction or consideration for how this CRM would integrate with their capabilities and existing processes.


First, we learned about and understood the internal and external operations critical to the success of the organization. This helped us recognize the critical issues detailed above. Here’s how solved them:

1. Systemizing Project Delivery

With the goal of setting up an intuitive and easy-to-use project management system, we selected as the ideal tool for this organization. With input from the organization, we established project plans and schedules for internal business operations, external client programs and any vendor projects on Each activity within a project was documented in, given a deadline, and assigned to one or more employees. would now act as a to-do list for all members of the organization and contain project plans for every aspect of the business.

We also created and standardized delivery plans for their external client programs by building templates on for each of their unique program offerings. This made it much simpler for the organization to create new project plans for any future client programs.

2. Organizing Document Management

Using MS Teams, we set up document storage conventions and introduced best practices around file management. We created separate Teams for each aspect of the business (eg: Marketing, Client Programs, Sales, etc.). To make this system easy to use and understand, each Team was aligned with the workspace structure that we had already built out on Now, all the organization’s files would be stored in the cloud through the appropriate Team allowing anyone in the Team access to it. Where appropriate, files related to a project are also linked in so that they are easily accessible.

To serve as a guidebook, we documented all these document management and project management processes and best practices on, where they can be adapted and modified as needed. This set up a solid foundation for the organization to grow from.

3. Digitizing the Sales Pipeline

Next, we focused on creating a CRM solution on to support the organization’s growth. We setup a clearly defined sales pipeline to track sales deals. We used a digital-first approach, building out automations and integrations with MailChimp to ensure that contacts would always be synced and up-to-date between MailChimp and


Below, we’ve described the impact we had on the organization and the outcomes of our consulting engagement:

1. Easy-to-Use Project Management through
  • Employees have clarity around their responsibilities and deadlines
  • Organizational leadership has a holistic view of individual projects and where they stand today, including any risks or issues that may have arisen
2. Organized Cloud Storage of Documents through MS Teams
  • A simple and intuitive document storage system has been set up, making it easy for employees to understand where to save and access files
  • Employees are trained on best practices for cloud-based document storage, making it easier for them to locate files and collaborate with each other
3. Integrated CRM Sales Pipeline through
  • An effective CRM system with clearly defined deal flow and stages in alignment with industry standards has been built
  • Contact lists automatically sync between MailChimp and

Finally with all these processes and tools now in place, we continue to provide our excellent project leadership services to manage the end-to-end delivery of the organization’s internal projects and external client programs. We’ve driven a fundamental shift in their culture and performance of the organization. Employees now have order as well as a sense of ownership over the work they do.

Become Our Next Success Story!

At StrategicFront, we pride ourselves on working with clients across various industries from financial and professional services to retail and consumer products. If you need help improving your business processes, developing a digital strategy or executing critical projects, we’re here to help.  To learn more, please email us:

We can’t wait to hear from you to help bring your business to the next level!

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