It worked at six people. At twenty it does not.
Most of what holds a small team together is one person remembering. Add ten more people and the remembering stops working, usually in the same fortnight that everybody notices at once.
For teams past the point where one person can hold it all in their head.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
The same customer, three times
Two reps and a web form each made a record for the same person. Now there are three, each holding part of the story, and whichever one you open is missing something. Somebody rings a customer who was already sold to last month.
Duplicates caught on the way in
A new record is checked against what you already have as it is created: the email address first, then the number, tidied up first so brackets and spaces cannot fool it. A match joins the record that already has the history rather than becoming a fourth copy of it.
See duplicate detectionEverybody does it their own way
Six reps, six ways of writing a note, six opinions on what qualified means. The numbers stop meaning anything, and a new starter learns whichever version belongs to the person sitting next to them.
One set of words, and they stick
The stages a lead can be at and the ways a call can end are a list you write once and everybody picks from. Rename one next year and last quarter still reads the way it did on the day, because the wording used at the time was kept with the call.
See lead stagesFollow-up depends on who owns it
Your best rep chases on day two and again on day nine without being told. The new one forgets. Same leads, completely different outcome, and you only find out from the figures at the end of the quarter.
Follow-up that does not need remembering
Lay out what happens after a lead arrives or a call ends badly: wait two days, send this, put a call on whoever owns it, and go a different way if they have already replied. It runs the same for the new starter as it does for your best rep.
See sequence builderA new starter takes a fortnight
Every one of them is trained by whoever is least busy that week. They get shown a different setup, a different list and a different set of shortcuts, and they are slow for a month because of how it was explained rather than because of them.
A new starter opens the right screen
The columns, the filters and the order that make sense for a job are saved once and handed to the job rather than to a person. Somebody starting on Monday opens what everybody else opens, without being walked through building it.
See saved viewsWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By how big you are
Where does yours break at twice the size?
Tell us what happens today between a lead arriving and somebody ringing it, and we will point at the three places that stop working when you double the team. Then we will show you each of those three as a rule rather than a habit.
14-day trial · no card · migration included