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AI use cases
Every use case comes from a real Fruition client engagement, with the client's name withheld. Select "See the build" for the process diagram, boards, automations and integrations.
Use case catalogue
A comparison-platform sales floor was moving off a legacy dialer and needed campaign-based routing, consistent dispositions, call QA and real-time call data flowing into its in-house CRM.
Support tickets and knowledge base lived in an ageing legacy helpdesk, and support staff had no visibility of development progress on client issues without chasing developers.
Directors were absorbed by many small client requests arriving by phone and chat, capacity was tracked in spreadsheets, time tracking sat in a separate tool, and dev work lived in another system, so retainer usage and overcommitment were hard to see.
Projects, resourcing and time ran in a separate PSA tool, invoicing and leave lived in other systems, and revenue forecasting was a manual spreadsheet per client.
Timesheets were consolidated manually from individual spreadsheets and pipeline and projects were disconnected, leaving no view of consultant utilisation or project profitability.
A young sales team had standardised on a CRM but still ran activity across spreadsheets, a kanban tool and hand-built slide decks, so records went stale and every week started with manual consolidation.
Around 400 active professional-services work items (up to 100 concurrent) were reported manually with no view of health, risk, capacity or forecast.
Client support and development requests arrived through scattered channels with no central ticket log, categorisation, ownership or visibility for clients on progress.
Sales, support and client job tracking were split across separate project and database tools, with no clear view of retainer balances.
Sales and delivery sat in separate tools, and capacity, leave and fixed-budget tracking were the most urgent pain, with no link between revenue and delivery timelines.
The existing CRM was overcomplicated and could not forecast recurring revenue or roll up multi-site customer groups.
An existing CRM setup relied on a Zapier layer for record duplication and needed restructuring of its core boards.
Operational teams needed regional workspaces and portfolio reporting without duplicating data held in the company's own platform.
Customer and contact history sat in an ageing custom CRM on a SQL database separate from the monday account the 20-person team already used daily.
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