A digital transformation checklist for a 20-person company

At around 20 people, a company usually outgrows spreadsheets, shared inboxes and tools set up by whoever needed them first. Digital transformation at that size is mostly about one source of truth per job, connected tools and a few automations, in an order that pays back quickly.

Customers and sales

• One CRM for every lead, contact and deal.
• Pipeline stages with written rules.
• Email and calendar activity logged automatically.
• A weekly pipeline review from CRM reports, not spreadsheets.

Marketing

• Website forms flowing straight into the CRM.
• Campaign tracking tied to leads and deals.
• One dashboard for leads and cost per lead by channel.

Customer service

• A helpdesk instead of a shared inbox.
• Tickets linked to the customer record in the CRM.
• A help centre for the most common questions.
• Satisfaction scores collected after resolved tickets.

Data and security

• A named owner for each system.
• Single sign-on and two-factor login where possible.
• Access removed on the day someone leaves.
• A regular check of data quality in the CRM.

Automation and AI, once the basics work

• Lead routing and follow-up reminders.
• Lead scoring based on fit and behaviour.
• Chatbots for routine questions, with a route to a person.
• Forecasts of pipeline and churn.

How GrowAxis helps

GrowAI starts with an AI readiness review, then builds on your stack: CRM automation, lead scoring, service bots, performance dashboards and forecasting. Our AI engineers build it with your team, it goes live within 30 days, and it is measured on automation coverage, hours saved, forecast accuracy, data accuracy and dashboard adoption.