A business process workshop to define ITS PipeTech’s end to end sales process was the foundation for us to build them a brand new CRM solution.


ITS was established with the acquisition of the original No-Dig Pipelaying business from Collex in August of 2005. Along with the core management team who bring a combined total of over 100 years senior management experience specific to the trenchless industry, the acquisition included all plant, equipment and licenses. The business has over 70 employees.

ITS PipeTech has offices in Sydney, Brisbane and Perth, to provide innovative pipeline rehabilitation solutions to the Water and Wastewater Industry, Local Government and Industrial markets.

ITS PipeTech offer skilled staff, project experience and capability to deliver a wide variety of infrastructure solutions. ITS PipeTech is committed to keeping abreast of technology and market trends through a network of equipment and material supply partners locally and internationally. All products and procedures are subject to thorough scrutiny, both internally and by third parties. This guarantees delivers value consistent with client expectations in terms of serviceability and long term performance, while ensuring the safety and welfare of our employees, the end user and the general public.


No CRM in place for the business. Everything was captured via MS OUTLOOK Business Contact Manager, notepad, excel etc. However it did not share data effectively between team members. No reporting capacity, no pipeline reporting or visibility between management or team members. No way to measure existing vs new business unless preparing various excel spreadsheets. Very limited capacity to understand current situation of the business as everything is very administrative process. Due to this there were loss of data and information, sales opportunity being missed and is impacting business revenue.


  • Business process workshop to define end to end sales process

  • Identifying key drivers for the business

  • Decommission of Business Contact Manager

  • Migrate existing data into Zoho CRM – LEADS, CONTACTS, ACCOUNTS

  • Updating and validating Accounts data.

  • Set workflows and alerts on different stages of POTENTIAL to ensure nothing is missed


  • No more duplicate data entry into various spreadsheets

  • All data has been centralised in the CRM

  • Management and Team members can collaborate via the CRM on LEADS, CONTACTS or SALE

  • Dashboard and live reporting – helps ITS make decision faster

  • Huge reduction in paper work or printing as everything is accessible via CRM

  • Business has expanded into other states