Commercial judgment: from one person to the system
The situation
The CRM tracked pipeline stages, but competitor risk, discount logic, and next-best action still waited on one senior leader. Deals stalled when that person was unavailable.
The operating tax
High-value decisions required personal involvement on every non-routine quote and renewal - with no reusable precedent captured for the team.
What Kautilyan did
- Stage 0: Identified where revenue leaked between CRM activity and actual follow-through.
- Stage 1: Designed governed next-best-action workflow on existing email and CRM.
- Stage 2: Pilot with SLA for at-risk accounts flagged, assigned, and actioned.
Outcome
Every important decision no longer depends on one person being in the loop - the logic and precedent live in the workflow, with human approval on consequential steps.
"Every important decision still required me personally. Now the logic is in the system."