Our product · business software
Our own productElusive CRM
From first contact to delivered project. Customer context, communication, delivery and AI in one workspace.
Example company
Everything connected
How the work connects
Example company
Map the process
SA Example teamDesign the integration
JD Example teamReview the first version
MV Example teamFrom agreement to action.
Projects, sprints and personal planning connect what was agreed to the work that follows.
Illustrative product view with fictional data; not a live customer record.At a glance
- Commissioned by
- Elusive Innovations · Our own product
- Sector
- Our product · business software
- Our role
- Product strategy, design, development and integrations
- Timeline
- 2026 · ongoing development
- Team
- Elusive · our own product
- Status
- Built for our own operations; modules under active development
The challenge
What was going on
A customer conversation rarely ends with the conversation. It leads to a proposal, an appointment, a task for a colleague or a project. When that context lives in separate inboxes, notes and boards, someone has to connect it all manually.
For our own operations, we wanted those connections built into the software. A CRM that also covers what happens after the sale, adapts to our processes and gives AI access to relevant context.
Our approach
How we tackled it
We built the platform around a continuous customer story. The same customer, agreements and documents remain available as work moves from sales to delivery.
A flexible foundation
Databases with configurable fields, relations and table, board and list views. Different teams can work with the same information without being forced into the same screen.
Connect conversations and context
Customer records link contacts, email, activities, appointments and documents. The inbox puts communication channels alongside the relevant customer context.
Build the handover into the workflow
Internal work can begin while a company is still a lead. The project moves to kickoff only when the deal is agreed. Tasks and documents stay with the right project, even before a contract.
Connect AI to real work
Conversation processing, knowledge retrieval and agent tasks each have a defined role. Settings, source references and execution logs help people understand the information and actions involved.
What we built
The system
Customer 360 and sales pipeline
One record brings contacts, deals, documents and an activity timeline together. From the pipeline, teams can open customer context, schedule a follow-up or start internal project work. Sales and delivery share the same customer story.
Email, WhatsApp and calling with context
The inbox connects conversations to CRM context. The calling workspace includes call lists, scripts, notes, transcription and wrap-up. WhatsApp accounts for the service window and templates; available channels depend on connected accounts.
Turn conversations into usable information
Recordings can be transcribed and summarised using a selected meeting format. Processing records which format was used. Conversations become available for review and follow-up, with people checking the output.
Project 360, sprints and personal planning
Projects connect customer context, tasks and files. A Scrum board supports delivery, while the week planner and focus mode help organise individual work. A lead becomes a committed project through an explicit transition.
A searchable company knowledge base
The knowledge workspace connects documents, meeting notes, customer records and activities. AI helps retrieve relevant information. Workspace and company settings control source types; availability depends on the configured index and AI connection.
Automations and AI agents
Rules can respond to changed data or a scheduled time. Actions, agent tasks and execution logs make recurring work part of the platform. Outreach includes draft versions, activation checks and sending limits.
A dedicated place for the customer
The customer portal brings shared documents, chat and requests alongside the project. Staff can separate client communication from internal notes. Available modules are configured per portal.
Collaboration away from the desk
Team chat, notifications, quick task capture and mobile navigation support everyday work. Flexible views and personal preferences let different roles work in ways that suit them.
Quotes, invoices and administration
The original invoicing app is now part of the CRM. Quotes, invoices, purchases, bank transactions, VAT overviews and reporting sit alongside sales and project information. Payment and banking connections depend on configured services.
The outcome
Where it stands
The result is our own work platform where sales and delivery use the same information. A conversation, follow-up and project can become part of the same customer record.
The platform continues to develop around our everyday work. Teams use the modules and integrations they need. AI, calling and other services require appropriate accounts and configuration.
The value is in the connection: what you discuss, what you agree and what you build next.
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