About the client
Digiworks is a growing recruitment agency led by its founder, Monica. The work was good and clients were happy, so demand was never the problem.
Like most founder-led recruitment agencies, though, almost every new client came through the founder, who found the leads, ran the calls, wrote the proposals and remembered who needed a follow-up.
The challenge
When the founder was busy delivering, new business slowed down. When the founder switched back to selling, delivery felt the strain. Growth came in bursts rather than steadily.
- Leads lived in inboxes, notes and memory, not one place
- Follow-up depended on the founder finding time
- No clear view of what was in the pipeline or what it was worth
- The team could not sell without the founder in the room
What Palm did
Diagnose
We mapped how every new client had actually been won: where leads came from, what happened after first contact and where they went quiet.
Design
We designed one simple sales process from first message to signed client, with clear stages, owners and follow-up rules.
Build
We set up a single CRM, moved every live lead into it, wrote the outreach and follow-up sequences and built a one-page pipeline report.
Run & improve
We ran the process alongside the team, reviewed the numbers every week and handed over each step once it ran without the founder.
What changed
- One pipeline the whole team can see, with every lead and its next step
- Follow-up happens on schedule, whether or not the founder is free
- Clear monthly numbers to plan hiring and growth around
- The founder is out of day-to-day selling and back to leading the business
In their words
Lessons for other owners
If every new client needs you, you do not have a sales system yet; you have a founder doing sales. The fix is rarely more leads. It is one clear process, one place for every lead, and follow-up that does not depend on anyone remembering.
