The Traffic Management Company
The Reality
75% of their business ran on WhatsApp
⚠️ What Was Actually Happening
They had a CRM. Nobody used it.
Not because it was broken — because it didn't match how work actually happened.
Coordinators managed 50+ daily jobs through 20+ WhatsApp groups.
Supply requests came in via emoji.
Friday scheduling took 15+ hours of manual coordination.
The mobile app their field team depended on? The source code was lost. Not misplaced — gone.
75% of our business happens outside the CRM.— Discovery call that changed everything
📋 The Symptoms
- 15+ hours weekly on Friday allocation alone
- 15-20 minutes per invoice (manual copy/paste)
- 20+ WhatsApp groups as the real operations system
- Mobile app one crash away from operational paralysis
- No visibility into job profitability
📍 Where They Are Now
✓ What's Different
- → Six months into rebuilding everything from the ground up
- → Building a unified operational platform that matches how they actually work
- → WhatsApp groups being sunset gradually, not killed overnight
- → Friday allocation targeting <2 hours (from 15+)
- → Invoice creation targeting <1 minute (from 15-20 minutes)
- → Field team will use new system because it's easier than WhatsApp
~ What's Still Messy
- → 50+ people changing habits built over years
- → Integrations with financial systems still being built
- → The old app could still fail tomorrow
The Pattern
Your system gets bypassed when it doesn't match how work actually happens. The workaround becomes the workflow.
🏗️ Future State Architecture
This is the target HubSpot architecture being built for this transformation. Explore the objects, pipelines, relationships, and workflows that will power their operations.
Traffic Management Data Model
Service-centric HubSpot architecture for traffic management and infrastructure services operations.
The key breakthrough was making Service (not Deal) the center of operations. Everything—quotes, projects, equipment, crew assignments—connects back to the Service.
Quick Facts
- Industry
- Infrastructure Services (UK)
- Team Size
- 50+ field operatives
- Status
- Active
- Patterns Identified
- 3
Universal Patterns
This story reveals patterns seen across industries:
More Transformation Stories
Every organization is in the middle of this.
This story is anonymized. The organization is real. The challenges are universal.