Solution 3 of 4
Customers are falling through the gaps between your tools.
Your CRM doesn't talk to your email platform. Your e-commerce data doesn't reach your sales team. Leads come in and go cold because nobody owns the follow-up. The fix isn't a new tool — it's mapping where the gaps are and rebuilding the handoffs.
Let's ConnectYou'll recognize this if…
- ✓Sales doesn't trust the lead list from marketing
- ✓Customer data is duplicated across systems with conflicting info
- ✓Email automation campaigns trigger off stale data
- ✓High-intent customers (cart abandoners, repeat visitors) don't get prioritized follow-up
- ✓Onboarding emails go out to people who already churned
- ✓Nobody can produce a complete customer journey from first touch to repeat purchase
Why this happens
Most CRM and marketing automation setups at mid-size companies were built by someone who isn't there anymore. Salesforce was configured by an admin. Pardot was set up for a campaign two years ago. The integration between them was “working” in some narrow sense when it was built. Then the admin left, the campaigns changed, the data accumulated — and nobody touched the plumbing. What worked for a 50-person company in 2019 is now quietly failing a 200-person company in ways nobody can fully diagnose.
E-commerce platforms and CRM systems are almost never chosen together. The e-commerce platform was bought for the product catalog and checkout flow. The CRM was bought for sales pipeline management. When marketing needs to connect purchase history to follow-up sequences, they find that the two systems were never designed to speak — and the integration got deferred in favor of more urgent things every quarter since.
The root cause is organizational: no one owns the seams between systems. In a mid-size company, there's usually no dedicated marketing operations function. Marketing owns campaigns. Sales owns the CRM. IT owns the integrations in theory but not in practice. The customer journey falls through the gaps between teams, and the customers fall through with it.
What fixing it actually looks like
A typical engagement runs three to five weeks.
Week 1 — Map
We document every system in your customer journey — from first-touch capture through to CRM, email, e-commerce, and whatever follows. We trace actual data flows, not the intended ones.
Week 2 — Find the gaps
We identify where leads, signals, or data are getting lost. This is often a short list of high-impact failures: the form that doesn't write to the CRM, the purchase event that never reaches email, the lead score that's based on two-year-old activity.
Week 3–4 — Rebuild the handoffs
We fix the two or three gaps with the highest impact. This includes rebuilding automations, cleaning up data flows, and documenting who owns each handoff going forward.
Week 5 — Hand off
We deliver the customer journey map, gap analysis, fixed automations, and documentation. You leave with a system that works and a team that can maintain it.
What you get
- →Customer journey map with every system touch documented
- →Gap analysis — where leads, signals, or data are getting lost
- →Prioritized fix list with effort and impact per gap
- →Rebuilt automation for the top 2–3 highest-impact handoffs
Common questions
Do we need to change CRMs?
Rarely. The problem is usually the integration and data governance around your CRM, not the CRM itself. We've done engagements that fixed significant customer-drop problems without touching the CRM.
We tried this with our agency — why would this be different?
Agencies typically fix one system at a time and bill for the hours it takes. We map the full customer journey first, then fix the highest-impact gaps. The output is a system with documented handoffs, not a completed project that the next person inherits as a black box.
How do you handle data we can't easily move (legacy ERP, etc.)?
Legacy systems are often the source of the problem. We map what they contain, what downstream systems actually need from them, and whether there's a practical way to get that data out — via API, export, or manual process — without a full migration.
What if our team can't maintain what you build?
Everything we build comes with documentation your team can follow. We design for the actual capability of the team that will inherit it, not a hypothetical fully-staffed ops team.
Will this require Salesforce admin work we don't have capacity for?
We scope this upfront. If your Salesforce environment requires admin changes, we either handle those as part of the engagement or we scope what we can fix without admin access and flag what can't be done without it.
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Ready to find out where your customers are disappearing?
A 30-minute call costs nothing and ends with a clear sense of whether this is worth your time.
Let's Connect