Recognise the activity
Identify an email, meeting, form or phone call as a customer-relevant interaction.
CRM automation: Keep customer information up to date without entering every activity by hand.
Contacts, conversation content, tasks and follow-ups are structured from defined sources and prepared for the CRM or updated after approval.
In short: The solution reduces the manual work involved in maintaining the CRM. It recognises information from emails, meetings, forms or calls, matches it to the right contact and transfers it into defined fields, activities and tasks.
Starting point
Where time is lost today.
- Incomplete recordsThe CRM gets updated when there’s time – so it’s rarely complete.
- Notes stay privateCall notes sit in personal files and people’s heads.
- Forgotten follow-upsFollowing up depends on someone remembering.
- Poorly qualified leadsEnquiries are not classified systematically.
- Inconsistent dataCRM, email and ERP each hold a different version.
How it works
What the solution does, step by step.
Match to a contact
To an existing contact or account – or suggest it as a new lead.
Extract data
Requests, decisions, appointments, next steps.
Prepare the CRM entry
Fill in defined fields and activities.
Create a follow-up
Suggest a task with a deadline and a responsible person.
Approve or update
Defined fields directly, critical changes after approval.
Before – after
What changes in day-to-day work.
Examples from the workflow – no percentages, as only a measurement in your business can provide those.
| Situation | Today | With the solution |
|---|---|---|
| Call note | in a notebook | as an activity on the contact |
| Follow-up | forgotten | task with a deadline in the CRM |
| Lead | unsorted in the inbox | matched, classified, with a next step |
| State of the data | CRM lags behind | activities from email, meetings and phone added continuously |
Benefit
What this use case improves.
More up-to-date customer data
Interactions end up in the CRM instead of alongside it.
Less upkeep
Entries are prepared, not typed up.
Better follow-through
Follow-ups are tasks with deadlines.
More consistent processes
The same fields, the same steps for every team.
In action
What working with it looks like.
Sample images from our visual library – the interfaces shown are illustrations, not client data.
Responsibility
What stays with people.
Commitments to customers, prioritisation when in doubt and all changes you define as critical. The solution prepares entries; the team decides.
The solution prepares, sorts and hands over – your staff make decisions and grant approvals, following rules you set.
Systems & integrations
Where the solution connects.
For example – what exactly gets connected depends on interfaces and permissions and is checked in the AI potential assessment.
- CRM
- Outlook / Microsoft 365
- Telephony
- Meeting Intelligence
- ERP
- Forms
Building blocks & products
The technology behind it.
Solution building blocks are the technical components the solution is built from. Products are only named where they fit the task.
AI agents
Recognise interactions, match them, prepare entries.
View building blockProcess automation
Handover to the CRM and ERP.
View building blockDocument AI
Read attachments and forms.
View building blockMeeting Intelligence
As a possible source of decisions and tasks from meetings.
View product
Control, data & operation
Control stays part of the system.
Depending on the product and interfaces, we run the solution on your premises, in a Swiss cloud or as a combination. Before the pilot, we clarify data flows, access rights and compliance requirements. Background: Private AI and On-premise & hybrid (running on your own servers or a mix of both).
| Topic | Implementation |
|---|---|
| Data | Contact, conversation and sales data – confidential. |
| Approvals | Defined fields can be updated directly; critical changes and commitments are approved first. |
| Roles & permissions | CRM permissions remain authoritative; the agent only sees and writes what the role allows. |
| Logging | Planned changes can be documented traceably with source and approval. |
| Operating model | Private cloud or hybrid – depending on the CRM; checked in the project. |
Industries
Where this use case is typical.
- Accounting & fiduciary
- Manufacturing
- Real estate
- cross-industrythe workflow is not tied to a single industry
Standard approach
How a trial run (pilot) can start.
The pilot does not cover the whole process straight away. We pick a clearly defined part, set approvals and success criteria and test it with real data and the people who work with it. This approach is the same for every use case.
- Choose a processA clearly defined part of the workflow that takes up time today and can be measured.
- Clarify data and systemsWhich data, which interfaces, which permissions – and what is missing.
- Implement a defined workflowWith defined approvals and success criteria, not the whole process at once.
- Measure in real operationWith real data and the people who work with it; then expand or stop.
Related use cases
Related pages.
Frequently asked questions
Frequently asked questions: CRM automation
Does the AI write directly to the CRM?
This can be allowed for defined fields. Critical changes and commitments should be approved.
Can we keep our existing CRM?
Yes, provided suitable interfaces are available.
Can the solution prioritise leads automatically?
Rule-based or model-based prioritisation is possible, but it should be defined transparently and be verifiable.
Which companies is this use case suitable for?
Companies with an existing CRM that isn’t consistently maintained day to day, and with customer contacts across several channels – sales, consulting, services.
Next step
Check this task for your business.
Describe your current workflow in two sentences. We check the benefit, data situation, integration effort and risks and show whether a product, a solution building block or a custom solution makes sense.