We're reviewing the CRM because the platform has become more than a place to gather leads and deals. The sales team utilizes the platform for pipeline management purposes, while the operations team seeks information about onboarding as well as the implementation of renewals and any additional requests after the deal is done.

Handoffs between sales and operations are currently conducted through e-mails and spreadsheets. As soon as the deal has been completed, a salesperson can mark the deal as closed and then operations will be informed of this fact by means of the creation of some tasks.

In the case there is any change during the implementation phase, such information rarely gets back to the CRM system. For teams that have moved beyond a sales-only CRM, what are you using? Did you extend your CRM into operations or keep those workflows in separate systems?