Case study · Customer operations
Customer processes carried into the new software
Lead handling, customer access and team handoffs were reconnected as the business changed software. The work also included managing delivery during the transition.
- Kartra
- Close
- Zapier
- Circle
- GoHighLevel
- Activepieces
The problem
Changing tools also meant rebuilding the customer process.
CRM fields, course access, tags, lists, and workflow steps represented customer-lifecycle decisions that needed to carry into the later platforms.
The later automation tooling had limitations that required more direct API and webhook implementation.
Lead handling, customer access, records, and CSM handoffs remained operating responsibilities alongside the platform changes.
The change
Lead, access and handoff rules were rebuilt for the new tools.
Work to carry over
- Lead details needed to reach the sales CRM
- Purchases needed to grant the relevant course access
- Customer records needed updates across the tools
- Customer success needed internal handoff notifications
Rebuilt connections
- Lead handling connected to GoHighLevel
- Access rules connected to Circle
- Activepieces workflows connected customer-record updates
- Rebuilt notification paths supported team handoffs
Earlier and later platform context
The business moved in phases from Kartra for sequences and course access, Close for sales, and Zapier for automation. Circle became the course and community platform, with GoHighLevel as the main CRM and Activepieces supporting automations.
Rebuilding the required connections
The migration carried lead handling, access rules, record updates and internal notifications into the later tools. Direct API and webhook work supplied connections that the available native actions did not cover.
The results
Customer work connected to the new platforms.
Lead and access processes rebuilt
The new CRM, course and automation tools were connected to lead handling, customer access, record updates and team notifications.
Delivery management alongside the migration
The engagement also covered fulfillment management and coordination of a small technical team as the platforms changed.
Scope and responsibilities
Automation migration support covered the API and webhook connections. The platform changes took place in phases alongside the fulfillment and technical-team responsibilities described above.
Your next step
What could your team do with less administrative work?
Review the customer processes your platforms support, and which connections and team handoffs need attention as those tools change.
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