One place for enquiries
Bring website leads, contact details, notes, tasks, and opportunity information into a consistent record.
CRM setup and integration for UK businesses
CRM setup that connects enquiries, follow-up, and reporting.
Ducie Street Media configures established CRM platforms so website enquiries, contact records, sales stages, tasks, automated reminders, and reporting follow one clear process. The work can cover a new setup, improvements to an existing CRM, or a connection between the website and the system your team already uses.
What you can expect from this service
01Clear inclusionsKnow what is included before work begins.
02Direct communicationWork directly with Scott throughout.
03Commercial purposeDecisions linked to a useful business outcome.
04Practical deliveryRecommendations shaped around budget, timing, and implementation.
What a practical CRM setup should help you achieve
A CRM should make customer follow-up clearer and more consistent.
The setup is planned around the way enquiries arrive, the information the team needs, the stages each opportunity moves through, and the actions that should happen next.
Clearer follow-up
Use agreed stages, ownership, reminders, and notifications so important enquiries are less likely to be missed.
More useful reporting
Create practical views and dashboards that show enquiry activity, lead sources, progress, and next actions.
What the work includes
What CRM setup and integration can include
Requirements and platform review
Clarify the sales or enquiry process, users, data, reporting needs, and whether an existing platform remains suitable.
Contacts, companies, and fields
Configure the records and information the business needs without adding unnecessary fields.
Lead stages
Set up deal or enquiry stages that reflect the real process from first contact to completion or closure.
Website form integration
Connect agreed WordPress forms and lead routes so new enquiries reach the correct CRM records and users.
Tasks, notifications, and automated actions
Create practical reminders and basic automated actions where the platform supports them.
Data import and permissions
Prepare agreed contact data, import it carefully, and configure user access around business responsibilities.
Dashboards and reporting
Build clear views for enquiry activity, lead sources, follow-up, and other agreed measures.
Testing and handover
Test the agreed journeys, document the setup, and explain how the team should use and maintain it.
CRM planning in practical detail
What should be agreed before a CRM is configured?
A useful CRM setup starts with the business process, not the software menu. The records, stages, permissions, automations, integrations, and reports should reflect how enquiries arrive and how the team follows them through.
What process should the CRM support?
The first step is to map how an enquiry, opportunity, customer, or account moves through the business. The platform should support that process without forcing the team to maintain unnecessary stages or duplicate records.
The practical process includes:
- Identify the main lead sources and entry points
- Agree who owns each stage and next action
- Define when an opportunity is won, lost, completed, or returned to follow-up
Which records and fields are genuinely needed?
Contacts, companies, deals, activities, products, and custom fields should be used only where they support a real decision or action. Too many fields make data entry inconsistent and reporting less reliable.
In practical terms:
- Separate required information from useful optional detail
- Use consistent names, formats, and dropdown values
- Avoid collecting personal information without a clear business and legal reason
How should website enquiries enter the CRM?
Forms should create or update the correct records, preserve the enquiry details, identify the source, and alert the right person. The route should be tested from the public form through to the CRM and any confirmation emails.
In practical terms:
- Map each form field to the correct CRM property
- Prevent avoidable duplicate contacts and companies
- Test consent wording, source information, notifications, and error handling
Which automations are useful?
Automation should remove repeated administration or reduce missed follow-up. It should not send inappropriate messages, overwrite important data, or create tasks that nobody owns.
In practical terms:
- Start with assignment, reminders, notifications, and simple stage actions
- Document the trigger, conditions, and result for each workflow
- Keep a manual review step where judgement or sensitive communication is required
How should access and data be controlled?
Users should have the access they need without exposing unnecessary customer information or administrative controls. Existing data should be reviewed before import so errors are not carried into the new system.
In practical terms:
- Set roles and permissions around real responsibilities
- Back up and clean source data before migration
- Agree retention, deletion, export, and account-control responsibilities
What should reporting show?
Reports should answer useful management questions. A small number of reliable measures is more useful than a large dashboard built from incomplete or inconsistently maintained data.
Useful measurement and search planning should include:
- Track lead sources and commercially important outcomes
- Review stage movement, ageing, follow-up, and conversion
- Assign responsibility for maintaining data quality after handover
This summary separates a practical starting setup from requirements that may need additional specialist work.
| Requirement | Starting setup | May need separate work |
|---|---|---|
| Lead capture | Website forms, source fields, ownership, and notifications | Complex routing, call tracking, or multiple business units |
| Pipeline | Agreed stages, tasks, and basic views | Multiple pipelines, forecasting models, or advanced approvals |
| Data | Mapped import of agreed clean records | Large migrations, deduplication projects, or historic activity conversion |
| Automation | Practical reminders and basic workflow actions | Complex branching, custom code, or enterprise orchestration |
| Reporting | Core dashboards and saved views | Advanced business intelligence or warehouse reporting |
Best suited for
When CRM setup or integration is the right next step.
- Businesses managing enquiries through spreadsheets, inboxes, or disconnected systems
- Teams introducing HubSpot, Pipedrive, Zoho CRM, or another established platform
- Businesses that need website forms connected to a clear follow-up process
- Teams that need clear lead stages, permissions, automated tasks, and reporting
How the work progresses
From business process to a tested CRM setup.
- 01
Understand
Map the current enquiry, sales, customer, and reporting process.
- 02
Choose and plan
Confirm the platform, records, fields, stages, users, and integrations required.
- 03
Configure
Set up the agreed CRM structure, permissions, tasks, and basic automated actions.
- 04
Connect and migrate
Integrate website lead routes and import agreed data where required.
- 05
Test and hand over
Check the process from enquiry to reporting and provide practical guidance for the team.
Relevant experience
Systems planned around real business processes
DSM approaches CRM work from the practical point of view of handling enquiries, customer information, ecommerce operations, follow-up, and ongoing business administration. The aim is a system the team can understand and use, rather than a complicated setup built around features it does not need.
Discuss your requirements →Before you enquire
Common questions about CRM Setup & Integration.
These answers cover platforms, website forms, data import, automated tasks, reporting, ongoing administration, and the boundary between configuration and bespoke software.
What does CRM mean?
CRM stands for customer relationship management. A CRM system keeps contact details, enquiries, opportunities, notes, tasks, and follow-up information in one organised place.
Which CRM platforms can you work with?
DSM can configure established platforms such as HubSpot, Pipedrive, and Zoho CRM, as well as other suitable systems after reviewing the requirements and available integrations.
Can you recommend the right CRM?
Yes. DSM can compare suitable platforms against the number of users, enquiry process, reporting needs, integrations, budget, and the way the system will be managed.
Can you connect website forms to a CRM?
Yes. WordPress enquiry forms can be connected where the form plugin and CRM provide a reliable integration, webhook, supported connector, or suitable API route.
Can you import our existing contacts?
Yes. Existing data can be reviewed, cleaned, mapped, and imported as agreed. The quality, format, volume, duplicates, and consent status of the source data affect the work required.
Can you create CRM automations?
Yes. CRM automation means setting up actions that happen automatically. This can include assigning a new enquiry, creating tasks, sending internal notifications, updating stages, and prompting follow-up where the chosen platform supports it. Complex automation is reviewed separately.
Can you set up CRM dashboards and reporting?
Yes. Practical dashboards and saved views can be configured around agreed measures such as lead sources, the value of open opportunities, movement through lead stages, follow-up, and completed outcomes.
Do you build bespoke CRM software?
No. DSM configures and connects established CRM platforms. Bespoke software development, advanced enterprise migrations, and complex custom integrations require separate specialist support.
Can you manage the CRM after setup?
Yes. Agreed ongoing administration, user changes, field updates, reporting adjustments, and workflow improvements can be provided separately after handover.
How much does CRM setup and integration cost?
CRM work is quoted after the platform, users, data, lead stages, forms, automated tasks, reporting, and integrations have been reviewed. Third-party subscriptions and paid connectors are paid separately by the client.
Based in Manchester. Working with clients across the UK.
Discuss CRM setup and integration.
Share your current position, what you want to improve, and any timeframe you have in mind. We’ll come back to you with the most useful next step.