One customer view that survived a CRM migration

The setup

A SaaS company selling a field-sales platform to FMCG brands and distributors. Customer data lived in Salesforce, support tickets in Freshdesk, billing in Chargebee, onboarding boards in Monday.com, and product usage in their own license server. Account managers stitched the picture together manually before every customer call.

The problem

The same problem we keep meeting: the data was complete, somewhere, in each individual system. The unified view existed only in the heads of long-tenured staff. The company knew they wanted “something like one page per customer” — they’d just never found a product shaped like that.

What we built

A ClientShape deployment, delivered against a deliberately tight initial scope, then grown from the customer’s own requests:

• One customer record joining CRM, support, billing, and license-usage data — churn signals and ticket flow on the same page as renewal data.
• A finance layer built on the billing data: invoices, credit notes and activity statements, scheduled billing-email automation, and a workflow for processing annual price increases across the customer base.
• Integrations added as the business asked for them: Chargebee, Monday.com, and their in-house license server.

The part that proves the point

Mid-engagement, the company migrated its CRM and support stack from Salesforce and Freshdesk to HubSpot. We ran the migration — and the unified customer view came through intact, now reading from HubSpot instead. The tools underneath changed; the one-page-per-customer view their teams relied on didn’t.

Why anonymised

Customer permission for a named publication is in progress. Happy to introduce you to the team for a reference conversation.