“A Great CRM, packed with features and the only one we found that did everything”
– Stuart Reed, Upshot Media
Introduction to Upshot Media
For Upshot Media, delivering digital projects was never the issue — the challenge was keeping everything connected from initial enquiry through to final delivery. They needed a more joined-up way to manage the full customer journey without relying on disconnected tools.
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About the Client
Upshot Media is a UK-based web design and digital marketing agency, providing website development, eCommerce solutions, booking systems and SEO services to a wide range of small to medium-sized businesses.
The Challenge
Before introducing a CRM system, the team struggled to find a solution that genuinely supported their entire process.
They tested a number of alternatives, but most relied on bolt-ons, plug-ins, or third-party integrations that felt disjointed and difficult to manage.
What they needed was clear:
- A smooth transition from sales opportunity to confirmed work
- The ability to send proposals and capture digital sign-off
- A reliable way to move straight into project delivery once work was agreed
- Task tracking across multiple team members with clear progress visibility
- A support system linked directly to each client and project
Without this, too much time was spent switching between systems and manually keeping everything up to date.
The Solution
OpenCRM provided a single, connected system that supported each stage of their workflow.
The sales pipeline was managed through Opportunities, giving structure to early conversations and helping the team build out each proposal. Once work was agreed, Sales Orders were used to formalise delivery and capture digital approval.
From there, projects were created automatically, allowing the team to manage delivery with clearly defined steps. Tasks could be assigned, tracked, and completed within one system, ensuring nothing was missed.
Support was also brought into the same environment, with ticketing linked directly to each customer and project, making it easier to manage ongoing requests and communication.
The Outcome
With OpenCRM in place, Upshot Media gained a clearer view of both sales and delivery.
- The full journey from lead to project completion is now connected
- Teams can see progress, outstanding tasks, and next steps at a glance
- Digital sign-off has simplified approvals and reduced delays
- Support queries are tracked alongside project work, improving continuity
This has reduced the need for workarounds and helped the team stay focused on delivery rather than administration.
Why It Worked
The approach worked because it reflected how Upshot Media already operated. Instead of forcing separate tools together, OpenCRM brought sales, projects, and support into one consistent process, removing unnecessary complexity.
Closing
For agencies balancing sales activity with ongoing delivery, having everything in one place can make a noticeable difference. In Upshot Media’s case, it has provided a more straightforward way to manage work from first contact through to completion, without overcomplicating how the team operates.
