The instrumentation layer

CRM & Automation

Outsourcing without instrumentation is a leap of faith. Canaan puts the CRM, workflows and reporting in first, so the work stays visible while it happens rather than reconstructed after the fact.

CRM deployment
Workflow automation
Reporting pipelines

The work

The layer that lets you see into the work

Not a fifth service. The layer the other four run on.

CRM is not a fifth service — it is the layer the others run on. Ticketing, routing, automation and reporting are what turn an outsourced team into an operation you can actually see into.

Our approach

Numbers measured at the source, not asserted

Observable first. Optimised second.

This usually starts where another service hurts — a queue with no reporting, a handoff that drops. We configure the ticketing and automation underneath it so the work becomes observable before it is optimised, with numbers measured at the source rather than asserted after.

What's included

The systems your operation runs on

The work

Zendesk deployment and configuration
Workflow, routing and macro automation
AI chatbot and deflection design
Telephony and CRM integration
Reporting, dashboards and SLA instrumentation
Data migration and system consolidation

What you receive

Configured ticketing and routing model
Automation and deflection rule set
Reporting dashboard against agreed metrics
Integration and data-flow documentation

How it runs

From messy queue to clean pipeline

One operating model, one stage at a time — from first contact to a logged, reportable outcome.

01

Map

We chart your queues, handoffs and data before touching a system.
02

Configure

Ticketing, routing and automation set up around how you actually work.
03

Integrate

Telephony, CRM and data flows connected into one instrumented pipeline.
04

Report

Dashboards read from the source, so performance is measured, not asserted.