Discipline 05 · Capabilities

Tech Support
& Automation.

CRM · Workflows · AI Agents The Invisible Engine

"The work humans shouldn't be doing — done by software that doesn't sleep, doesn't forget, and doesn't quit. We build the engine that runs your business when you're not in the room."

07Sub-Disciplines
15–30hWeekly Hours Saved
100+Tools Integrated
24/7Always-On
Why It Matters Now

The new operating leverage.

Hiring is linear. Software is exponential. A well-built automation stack lets a 10-person team run like a 100-person one.

Most growing businesses are leaking the same way — sales teams chasing leads in spreadsheets, founders writing the same reply for the hundredth time, ops teams copy-pasting between five tools that don't talk to each other. The cost isn't just hours — it's missed deals, slow response, and a team too busy to think.

We design the stack that fixes it. CRM as the single source of truth, automation as the connective tissue, AI agents as a force-multiplier, dashboards as the daily view. Built so your team does only what humans should — and software does the rest, on time, every time.

Leads sitting in DMs and emailsOne CRM with auto-routing and SLA timers
Manual reminders, follow-ups, reportsAutomated drips, alerts and dashboards
"We'll get back to you in 24 hours"AI agents replying in seconds, 24/7
Tools that don't talk to each otherOne integrated, observable system
The Capability Stack

Seven disciplines, end-to-end.

From CRM to AI agents to internal tools — everything we install, integrate and operate so your business runs without friction.

01
One Source of Truth

CRM & Sales Pipeline

Every lead, customer, and conversation in one place — with the pipeline, scoring, and automation that turns a CRM from a graveyard into a revenue engine.

CRM Selection & Setup

The right CRM for your stage — not the trendy one. HubSpot for inbound, Pipedrive for sales-led, GoHighLevel for agencies, Salesforce for scale, Zoho for cost — chosen and architected to your model.

Needs & stage assessment HubSpot / Pipedrive / Zoho GoHighLevel / Close / Freshsales Salesforce (enterprise) Custom field & object design User roles & permissions Data migration & cleanup Adoption training
Pipeline Architecture

A sales pipeline that reflects how deals actually move — not a generic template. Stages, gates, and exit criteria designed around your real funnel.

Stage & sub-stage design Entry / exit criteria per stage Deal scoring & qualification Lead scoring rules Velocity & SLA tracking Forecast methodology Win / loss reason tracking Multiple pipelines / products
Lead Capture & Routing

Every form, ad, DM, call and walk-in funnelling into the CRM — and routed to the right rep instantly, with no leaks.

Web form integration Ad-form lead sync (Meta, Google) WhatsApp / DM lead capture Phone & call tracking Round-robin assignment Geo / product-based routing SLA timers & escalation Duplicate detection
Sales Operations

Quotes, contracts, payments, post-sale handoff — the operational scaffolding that keeps deals moving without anyone chasing.

Quote & proposal automation e-Signature integration Payment / invoice links Post-sale onboarding flows Renewal & upsell triggers Commission tracking Sales playbooks in CRM Team performance dashboards
02
Nurture While You Sleep

Marketing & Sales Automation

The drip campaigns, lifecycle flows, behavioural triggers, and follow-up sequences that keep prospects warm — and turn unconverted leads into long-term revenue.

Marketing Automation

Email, SMS, WhatsApp and push — sequenced, segmented, and revenue-attributed. Triggered by behaviour, not blasted to everyone.

Welcome & onboarding flows Lifecycle nurture sequences Abandoned cart / form recovery Behavioural triggers RFM / segment-based campaigns Win-back & reactivation Cross-sell & upsell flows Birthday / anniversary triggers
Sales Cadences & Sequences

Multi-touch outbound and follow-up sequences — email, calls, LinkedIn, WhatsApp — orchestrated automatically so no lead falls through the cracks.

Cadence design (email + call + DM) Outbound prospecting sequences Inbound follow-up sequences Renewal & expansion cadences Auto-task creation Reply detection & pausing Performance reporting A/B testing of messages
Lead Scoring & Qualification

Behavioural and firmographic scoring that tells sales who's actually ready — instead of treating every lead the same.

Lead-scoring model design Behavioural triggers Firmographic enrichment MQL / SQL definition Auto-routing on score Re-scoring on activity Negative scoring rules Quarterly model review
03
Where India Buys

WhatsApp, Chatbots & Voice

The conversational layer of your business — WhatsApp as a sales, support and marketing channel, plus AI-powered chatbots and voice agents that work 24/7.

WhatsApp Business API

Official, verified, automation-ready WhatsApp — green tick, templates, broadcast, catalog, payments and analytics built around a CRM-connected inbox.

BSP setup (Wati / Interakt / AiSensy) Green tick verification Template message library Catalog & commerce setup UPI & payment integration Click-to-WhatsApp ad integration Multi-agent shared inbox Conversation analytics
Chatbots & Conversation Design

Conversational flows that qualify leads, take orders, answer FAQs, and escalate when needed — designed by humans, executed by software.

Bot conversation design Menu & flow builders Order taking & tracking bots Lead qualification flows Appointment booking bots FAQ & support bots Multilingual support Agent handoff & live chat
Voice Agents & AI Calls

AI voice agents that pick up calls, qualify, book appointments, and follow up — natural-sounding, multi-lingual, and never tired.

AI voice agent design Inbound call handling Outbound qualification calls Appointment booking Hindi / English / regional Live escalation to humans Call transcription & analysis CRM logging & tagging
Omnichannel Inbox

A single shared inbox where email, WhatsApp, Instagram DM, web chat, and SMS all land — assigned, tagged and timed for response.

Unified inbox setup Email, WA, IG, FB, web chat Auto-assignment rules Canned responses & macros SLAs & response timers Sentiment & priority tagging CSAT & reporting CRM & ticketing sync
04
A Workforce That Scales

AI Agents & Custom AI

Not just chatbots — AI agents that read your knowledge base, take real actions in your stack, and replace entire workflows. Built on the modern AI stack and grounded in your data.

AI Customer Support Agents

An AI agent that reads every doc, ticket, and conversation you've ever had — and answers customers like your best support rep, instantly, in any language.

Knowledge-base ingestion RAG-based answering Multi-channel deployment Tool / API call execution Confidence-based escalation Continuous learning Feedback & correction loop QA & safety guardrails
AI Sales & Outreach Agents

Agents that research prospects, write tailored outreach, qualify replies, book meetings — and hand warm leads to your sales team.

Prospect research automation Personalized outreach drafting Reply triage & classification Meeting-booking agents Re-engagement campaigns Lead enrichment & scoring Pipeline hygiene CRM logging
AI Ops & Internal Agents

Agents that handle internal busywork — data entry, report generation, document summarisation, expense triage, vendor management.

Document & meeting summarisation Email triage & drafting Invoice / expense processing Report generation Calendar & scheduling agents HR / onboarding agents Vendor & SLA tracking Slack / Teams assistants
Custom AI & LLM Integrations

Embedded AI features inside your product, site or back-office — from generative search to semantic recommendations to in-app assistants.

OpenAI / Claude / Gemini APIs RAG over private data Vector databases (Pinecone, pgvector) Embeddings & semantic search Fine-tuning & prompt engineering Multi-modal (image, voice, video) AI feature design in-product Safety, eval & monitoring
05
The Connective Tissue

Workflow & Process Automation

The invisible glue between every tool you use. If a person is copy-pasting between systems, that's an automation waiting to happen.

Workflow Automation Platforms

Zapier, Make, n8n — the right platform for the right job. Self-hosted when scale or privacy matters, managed when speed wins.

Zapier setup & design Make (Integromat) scenarios n8n self-hosted Pabbly / Workato Logic Apps / Power Automate Custom Node / Python workers Error handling & retries Cost & usage monitoring
Sales & Marketing Operations

The cross-tool plumbing that keeps your funnel flowing — lead enrichment, CRM sync, attribution, reporting — all automated end-to-end.

Lead enrichment workflows Ad → CRM sync Email → CRM activity logging Attribution & UTM hygiene Lead-routing rules Sales-to-finance handoff Marketing-to-sales SLAs Performance alerting
E-commerce & Order Ops

Order, inventory, shipping, returns — automated end to end across your storefront, WMS, courier, and accounting tools.

Order → WMS / fulfilment Inventory sync across stores Low-stock & reorder alerts Shipping & tracking automation Returns & refund flows Accounting & GST sync (Tally / Zoho) Order confirmation comms COD & RTO workflows
HR, Finance & Internal Ops

Onboarding, expense, payroll, vendor management — the back-office automations that make running the business quieter.

Employee onboarding flows Expense capture & approval Vendor onboarding & KYC Invoice automation Contract storage & tracking Approvals & sign-off chains Slack / Teams notifications Document & e-sign workflows
06
Run by the Numbers

Dashboards & Custom Internal Tools

Live, single-pane-of-glass dashboards across the business — and custom internal tools when off-the-shelf can't keep up.

Executive & Founder Dashboards

A single screen that shows the whole business — revenue, CAC, LTV, pipeline, retention, ops — refreshed live, no spreadsheet emailed at month-end.

Looker Studio dashboards Power BI / Tableau Hex / Metabase Cube / Holistics Founder-friendly KPIs Mobile-friendly views Slack / email digest reports Drill-down & filters
Department Dashboards

Each team has the view they need — sales pipeline, marketing performance, ops throughput, support SLAs — all from one data layer.

Sales pipeline & rep dashboards Marketing & channel performance E-commerce & storefront KPIs Support & CSAT dashboards Ops & fulfilment dashboards HR & team analytics Custom views per role Weekly review templates
Data Warehousing & Pipelines

When the data outgrows spreadsheets — ETL/ELT pipelines, a warehouse, and clean models so every report comes from one trusted source.

BigQuery / Snowflake / Postgres Fivetran / Airbyte ELT dbt data modeling Data quality & tests Reverse-ETL (Hightouch) Event tracking (Segment) Data governance Cost monitoring
Custom Internal Tools

Admin panels, ops portals, and custom apps for your team — built fast on low-code (Retool, Internal, Tooljet) when off-the-shelf doesn't fit.

Retool / Internal / Tooljet Admin dashboards Ops & fulfilment tools Customer-support panels Approval & workflow apps Read-only / role-based portals SSO / RBAC setup Audit logs
07
The Quiet Layer

IT Support & Infrastructure

The unglamorous, mission-critical layer — devices, accounts, security, hosting, backups — managed so your team can focus on the business.

Workspace & Productivity Setup

Google Workspace, Microsoft 365, Slack, Notion — set up properly, with policies, SSO and admin discipline that scale with you.

Google Workspace / M365 setup Slack / Teams admin Notion / ClickUp workspaces SSO & identity (Google, Okta) Mobile device management (MDM) Endpoint security Password manager rollout Asset & license inventory
Cloud Hosting & DevOps

Hosting, deployment, monitoring and backups for your sites, apps, and internal tools — production-grade, observed, and recoverable.

AWS / GCP / Azure Vercel / Netlify / Cloudflare CI/CD pipelines Domain & DNS management SSL & HTTPS hardening Daily backups & restore tests Uptime monitoring (StatusCake, Better Stack) Cost monitoring
Security & Compliance

The minimum security posture every modern business needs — MFA, backups, vendor reviews, incident response, and the compliance work for selling to enterprises.

MFA & access reviews Backup & disaster recovery Endpoint protection (EDR) Phishing simulation Vendor & SaaS review GDPR / DPDP compliance SOC 2 readiness Incident-response playbook
Helpdesk & Ongoing Support

A single point of contact for everything tech — tickets, requests, change management — with SLAs that match the cost of your business standing still.

Helpdesk & ticketing SLA-based support Onboarding / offboarding Change & release management Vendor escalation handling Quarterly health reviews Roadmap & budgeting Documentation & runbooks
The Tech Stack

Platforms we actually operate.

Working credentials and live deployments across every category — from CRM to AI to warehouse.

CRM
HubSpot Pipedrive Zoho CRM GoHighLevel Salesforce Close Freshsales
Marketing Automation
HubSpot Marketing Klaviyo ActiveCampaign Customer.io Mailchimp / Sendgrid MoEngage / CleverTap Iterable
WhatsApp & Chat
WhatsApp Business API Wati / Interakt / AiSensy Gallabox Twilio ManyChat Intercom / Tidio Front (omnichannel inbox)
AI & LLM
OpenAI (GPT, Realtime) Anthropic Claude Google Gemini Pinecone / pgvector LangChain / LlamaIndex Voiceflow / Botpress Vapi / Retell (voice)
Automation
Zapier Make (Integromat) n8n (self-hosted) Pabbly Connect Workato Power Automate / Logic Apps Custom Node / Python workers
Data & Analytics
BigQuery / Snowflake PostgreSQL Looker Studio Power BI / Tableau Metabase / Hex Fivetran / Airbyte (ELT) dbt
Internal Tools
Retool Internal.io Tooljet Airtable Notion (databases) Glide / Softr Bubble
IT & Security
Google Workspace / M365 Okta / 1Password Cloudflare AWS / GCP / Azure StatusCake / Better Stack Sentry Vanta / Drata (SOC 2)
How We Run It

From friction to fluid operations.

A repeatable five-step model that maps your bottlenecks, fixes them in sprints, and hands you a running system.

1
Step 01
Map

Process & tool audit, friction map, opportunity scoring. We find the highest-leverage automation first.

2
Step 02
Architect

Stack design, system architecture, automation map and data flow. Approved before a single workflow is built.

3
Step 03
Build

Two-week sprints, working demos every Friday, incremental rollout. Each automation goes live tested.

4
Step 04
Train

Team training, SOPs, video walk-throughs. Adoption is the metric — automations no one uses are zero ROI.

5
Step 05
Operate

Monitoring, support, continuous improvement. New automations added every sprint as bottlenecks emerge.

What Lands & What Moves

Concrete deliverables. Measurable outcomes.

Every engagement commits to specific shippables and the operating metrics we'll move — written, agreed, tracked.

What you receive

Deliverables

  • Process audit & automation opportunity map
  • Tech-stack architecture diagram
  • CRM configured with pipelines & lead routing
  • Marketing & sales automation flows, live
  • WhatsApp Business API + chatbot deployed
  • AI agents trained on your knowledge base
  • Workflow integrations (Zapier / Make / n8n)
  • Live executive & team dashboards
  • Custom internal tools (Retool / Tooljet)
  • SOPs & documented workflows
  • Team training (video + live sessions)
  • Monitoring & alerting setup
  • Maintenance & support SLA
  • Quarterly automation roadmap
What we optimize for

Metrics & KPIs

Hours Saved / Week
Capacity
First Response Time
Speed
Lead → SQL %
Funnel
Lead → Close %
Revenue
Pipeline Velocity
Speed
CSAT / NPS
Customer
Ticket Auto-Resolve %
AI Impact
Cost Per Ticket
Efficiency
Tool ROI
Spend
Adoption Rate
Team
System Uptime
Reliability
Data Freshness
Trust
Who This Is For

Three businesses that need this most.

Growing SMEs & Service Brands
CRM · Automation · Reporting

10–100 person businesses where founders still see the same operational problems on repeat — manual chasing, lost leads, no single source of truth.

D2C, E-commerce & Multi-Store
Orders · Inventory · Lifecycle

D2C brands running multi-store, multi-channel — where ops, inventory, lifecycle and customer support all need to be wired into one system.

Startups & SaaS Operators
AI · Internal Tools · Scale

Startups that want to scale headcount-lite — using AI agents, custom internal tools and tight automation to do more without hiring linearly.

Engagement Models

Three ways to work together.

From a single CRM build to a full ops transformation to ongoing tech partnership.

Automation Sprint
Project · 2–6 weeks
  • One system or workflow, end-to-end
  • e.g. CRM rollout, WhatsApp setup, AI agent
  • Live, trained team, documented
  • Handover or transition into retainer
Investment
Fixed project fee · scoped to system
Most Popular
Ops & Automation Retainer
Monthly · Multi-System
  • Continuous sprint cadence
  • New automations every two weeks
  • Monitoring, support & SLAs
  • Quarterly business-review cadence
Investment
Monthly retainer · scoped to capacity
Fractional CTO / Ops
Embedded · Senior Seat
  • Vijay as fractional tech / ops lead
  • Roadmap, vendor management, hiring
  • Board-level reporting
  • By invitation — limited slots
Investment
Retainer · by invitation
Why Vijay

An operator, not just a configurator.

We don't just set up tools — we operate them, monitor them, and own the outcome.

Outcome-Owned

We commit to the operating metrics, not the number of automations shipped. Hours saved, response time cut, lead → close lifted — those are the scorecards.

Stack-Native AI

AI isn't a layer we bolt on — it's wired into the same CRM, inbox, and automation fabric. Agents that take real actions, not chatbots that just chat.

Adoption-First Design

An automation no one uses is dead code. Every rollout includes training, SOPs, and an adoption metric we hit before we move on.

Wired to the Growth Stack

CRM, marketing, performance, web, app — all part of one architecture. We don't optimise a silo, we optimise the system.

FAQ

Common questions.

We already have a CRM — can you fix what's there? +

Often the strongest starting point. We audit the current setup, clean up data, redesign the pipeline, fix automations and rebuild reporting — without replatforming. Most "we need a new CRM" projects are actually "we need to use the one we have correctly".

How do you decide between Zapier, Make, n8n or custom? +

Volume, privacy, complexity and cost. Zapier for simple, low-volume, off-the-shelf. Make for multi-step branching logic. n8n self-hosted when data sensitivity or runtime cost matters. Custom Node / Python workers when reliability or scale demand it. We recommend per workflow, not per ideology.

Is AI ready for customer-facing roles? +

For specific tasks, yes — answering FAQs, qualifying leads, booking appointments, summarising calls — modern LLM-powered agents do these better than overworked humans. We deploy with strict guardrails, confidence-based escalation to humans, and continuous feedback so quality only goes up.

Will my team actually use this? +

Only if adoption is designed in — which is why training, SOPs, and an adoption metric are part of every rollout. We don't mark anything "live" until the people who use it are using it correctly.

Who owns the systems we build? +

You do, completely. Every account is under your billing, every workflow exportable, every line of custom code in your repo. We document everything so any future operator can pick it up.

Do you handle ongoing support? +

Yes — under a retainer with defined SLAs. Sprint-based new builds, monitoring, bug fixes, vendor escalations and continuous improvement. Tech ops isn't a one-shot project.

What's the data security & privacy posture? +

Encryption at rest and in transit, MFA on every account, least-privilege access, audit logs, GDPR / DPDP-aligned data handling, and optional SOC 2 readiness. For sensitive workflows, we'll self-host AI agents and automations on your infrastructure.

What does it cost? +

Project sprints are fixed-fee per system. Retainers scale to sprint capacity. Every engagement begins with a Diagnose session and a written, fixed scope — no surprise invoices.

Let's Build

Make software do the work humans shouldn't.

Book a Diagnose session. We'll map your operations, find the biggest leaks, and scope the automations that free your team to focus on growth.