From a won lead to an operations project.

01 / The problem.

Winning a lead in CRM is the start of another workflow in operations. The handoff needs the customer, project details, salesperson, and sometimes an initial order and quotation. It also needs to recognize a repeated request instead of creating a second project for the same lead.

02 / My role.

I replaced Freshworks workflows with an in-house Frappe CRM implementation, covering lead stages, call dispositions, daily progress reports, Exotel calling, Brevo email, and data import/export. I connected CRM and operations through SSO and automated project creation when a lead is won. The backend handoff checks the external lead reference before creating records. This was customization and integration of Frappe, not authorship of the underlying framework.

My contribution

CRM customization, communication integrations, reporting, and the CRM-to-operations handoff.

Shared scope

Built on Frappe CRM and the Frappe ecosystem, not a CRM framework authored from scratch. The connected operations platform has its own shared ownership.

What changed

A won lead can create an operations project; a repeated external reference returns the existing project.

03 / Implementation details.

• Customizing Frappe CRM stages and call dispositions, with Exotel calling and Brevo email.
• Mapping CRM customer, salesperson, and project fields into the operations records.
• Returning the existing project on a repeated external lead identifier.
• Connecting the applications through SSO and supporting import, export, and reporting.

04 / The result.

• Moved Freshworks workflows into an in-house Frappe CRM implementation, reducing SaaS costs.
• Extended the lead lifecycle with custom stages and call dispositions.
• Integrated Exotel calling and Brevo email into CRM workflows.
• Connected won leads to project creation in Operations, with an external reference for repeated requests.
• Added SSO between CRM and Operations, plus data import/export and reporting.