How we helped NuGrow build a Pipedrive workflow that reflects how its team works

When a business works across organic waste recycling, compost and soil supply, land rehabilitation and revegetation, a customer relationship rarely follows a simple, straight line.

Starting with the work, not the software

A useful CRM should mirror the way a business actually operates. For NuGrow, that meant recognising that the team manages more than one type of commercial relationship. A council exploring FOGO processing has a different buying journey from an agricultural customer purchasing soil conditioners, while a rehabilitation project introduces its own delivery milestones and operational stakeholders.

We began by framing the CRM around these practical relationships. Organisations sit at the centre, whether they are local government farms, civil contractors, resources businesses or food manufacturers. The right people are then connected to each organisation, giving the team one accessible record of the sustainability, procurement, operations and compliance contacts involved in a relationship.

From there, commercial opportunities can be tracked with the context required for informed follow-up. The outcome is a more consistent way to record opportunities, understand who is involved and reduce the risk that valuable background sits only in someone’s inbox or memory.

Creating a clearer path from opportunity to delivery

For a business such as NuGrow, a signed agreement is not the end of the customer journey. It is the point at which delivery becomes the priority.

We helped establish a practical Projects workflow alongside the commercial pipeline, creating a dedicated Delivery board with a sequence of phases that gives the team a shared view of work in progress:



The final Project Completed column was an important addition. Teams often want to preserve visibility of completed work without leaving it mixed into active operations or disappearing from their day-to-day view. By moving a project into a clear final phase, NuGrow can keep a visible record of completed delivery work on the board while maintaining a simple, easy-to-understand workflow.



This also makes the board more useful in team conversations. At a glance, the team can see what is about to commence, what is actively being delivered, what needs review and what has been completed.

Designing for the next stage of growth

The work with NuGrow was designed as a foundation rather than a fixed endpoint. The system can continue to evolve as the team uses it, learns where bottlenecks occur and refines how it segments customers, manages opportunities and follows up with prospective clients.

The same structure also supports more targeted communication over time. With customer and contact data organised around real client types and service needs, the team has a sound base for more relevant outreach to councils, agricultural customers, infrastructure partners and other priority audiences.



Most importantly, the workflow supports NuGrow’s broader operating reality. Its work contributes to reducing waste sent to landfill, creating useful recycled products and improving land outcomes.

A practical CRM should make good work easier

The best CRM implementation is not the one with the most fields, dashboards or automation. It is the one that helps a team see what matters, act on it and keep customer relationships moving forward.

For NuGrow, that meant creating a practical structure across contacts, opportunities and delivery work, then making sure completed projects remain visible rather than out of sight. The result is a more usable Pipedrive environment that can support the team today and grow with them over time.

If your CRM has become a collection of disconnected records, In Cahoots Co can help you shape a working system around the way your business actually operates.