All transformationsInfrastructure Services (UK)
The Traffic Management Company
75% of their business ran on WhatsApp
active50+ field operatives
The ERP TrapThe B2B Trap
“75% of our business happens outside the CRM.”
What was happening.
The situation
- They had a CRM. Nobody used it.
- Not because it was broken — because it didn't match how work actually happened.
- Coordinators managed 50+ daily jobs through 20+ WhatsApp groups.
- Supply requests came in via emoji.
- Friday scheduling took 15+ hours of manual coordination.
- The mobile app their field team depended on? The source code was lost. Not misplaced — gone.
The symptoms
- 15+ hours weekly on Friday allocation alone
- 15-20 minutes per invoice (manual copy/paste)
- 20+ WhatsApp groups as the real operations system
- Mobile app one crash away from operational paralysis
- No visibility into job profitability
Where it stands now.
What's different
- Six months into rebuilding everything from the ground up
- Building a unified operational platform that matches how they actually work
- WhatsApp groups being sunset gradually, not killed overnight
- Friday allocation targeting <2 hours (from 15+)
- Invoice creation targeting <1 minute (from 15-20 minutes)
- Field team will use new system because it's easier than WhatsApp
What's still messy
- 50+ people changing habits built over years
- Integrations with financial systems still being built
- The old app could still fail tomorrow
The universal pattern.
Your system gets bypassed when it doesn't match how work actually happens. The workaround becomes the workflow.
See the full picture — all six engagements, all six patterns.
All transformationsSee your situation in one of these?
Start with a conversation. There's no scope to commit to before we both understand what you're working with.