The Motii Playbook

If your trade business has the job side under control but the sales side still feels scattered, this episode is worth a listen. Fred Schnell is joined by Noam Horenczyk from Simpro and Kate Hay from Motii to unpack what happens before the job is won, why pipeline visibility matters, and how a cleaner handover can protect both margins and customer relationships.What We CoverWhy a job management platform like Simpro does not replace a front-end sales pipeline.What Kate often sees inside trade businesses: individual spreadsheets, disconnected inboxes, and limited visibility for business owners.Why relationship-led sales still matters, but now needs faster follow-up, better tracking, and more consistent nurturing.How to keep “not yet” opportunities warm when customers are waiting on finance, approvals, timing, or competing quotes.What changes when business owners can see lead volume, conversion rates, seasonal trends, and future resourcing needs.Why the handover between sales and delivery is a critical point for margins, customer experience, and operational flow.How connecting Pipedrive and Simpro can reduce double handling and move customer, site, and job information into the right operational fields.Why teams are more likely to enter useful data when they understand who uses it and where it appears later.How AI can help trade businesses with admin, follow-ups, repeated emails, and operational gaps without replacing the people on the tools.Resources MentionedSimproPipedriveWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

In this episode of The Motii Playbook, Fred Schnell speaks with Noam Horenczyk, Principal of Technology Partnerships at Simpro, and Kate Hay, Senior Implementation Specialist at Motii, about what has changed across the trades market and why connected systems are becoming essential for businesses that want to stay profitable.What We CoverWhy the trades and field service market feels harder than it did during the boom yearsHow labour shortages, competition and squeezed margins are changing business prioritiesWhy small operational errors can quickly turn profitable jobs into loss-making workThe role of “chaos variables” in field service, from missing parts to unavailable techniciansHow customer expectations have shifted in an on-demand economyWhy connected systems matter more than simply adding more softwareHow trade businesses can start with the workflow problem instead of chasing every new toolResources MentionedSimproPipedriveWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

95% of Support Queries Resolved by AI Customer Service in the Era of AIIn this episode, Fred Schnell hosts Declan Ivory, VP of Customer Support at Fin, to explore how AI is transforming customer service. Discover how achieving an 83% resolution rate without human interaction is possible, what pitfalls to avoid, and how to shift your mindset toward scalable, value-driven support.Key topics:The reality behind Fin’s 83% AI resolution rate and how it’s achievedThe importance of customer experience over pure automation metricsChallenges faced during AI deployment and how to overcome content quality issuesMeasuring success: Customer satisfaction scores and feedback mechanismsThe evolving role of support teams and mindset shifts needed for AI adoptionHow AI reshapes the support workforce, costs, and customer loyaltyCritical factors for starting AI integration successfullyThe significance of quality content and conversation design in AI supportFuture trends: From cost-cutting to value creation in AI-driven supportResources & Links:Fin (formerly Intercom)Want to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

Motii Mini: What Nobody Tells You Before You Implement a CRMIn this episode, Katie Tassone-Milligan sits down with Motii co-founder and CRM expert Ben Fuller to unpack the uncomfortable truths behind CRM implementations — the stuff nobody warns you about upfront. With over 1,000 implementations and 5,000 demos under his belt, Ben shares the real talk on ROI timelines, why so many implementations fail, and whether you should bring in a partner or go it alone.In this episode:How long it actually takes to see ROI from a CRM — and why your sales cycle changes everythingThe two biggest reasons CRM implementations fail (and how to avoid them)Why overcomplicating phase one is one of the most common and costly mistakesThe "garbage in, garbage out" rule — and why dirty data kills CRM adoptionWhy old-school salespeople resist CRMs and how to get genuine buy-in from your teamThe honest case for using an implementation partner versus doing it yourselfWhat to look for in a CRM partner — track record, industry experience, and ongoing supportWhy agency size matters: the sweet spot between one-person bands and giant agenciesWhy flexible, modern platforms like Pipedrive and Monday beat legacy tools like Salesforce and DynamicsWhy a CRM is never truly "set and done" — and why that's actually a good thingResources & Links:Book a Momentum CallWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

What it Really Takes to Build a Valuable Business: Insights from Graham MorganIn this episode, Fred Schnell interviews Graham Morgan, Managing Director of Morgan Shaw Advisory, to explore what makes a business truly valuable and how owners can prepare for eventual sale. Graham shares essential hidden blind spots, valuation principles, and the importance of systems, team, and future-proofing insights; empowering owners to think differently about their businesses.In this episode:Why most businesses aren’t ready when owners decide to sellThe top three blind spots that hinder business sale readinessHow financials, leadership, and growth plans influence valuation The typical timeline for selling a business — 12 to 18 monthsThe significance of systems, data accuracy, and recurring revenue in valuation How core metrics like EBITDA and multiples determine business worthPractical steps to improve data, systems, and workforce to boost valueWhy businesses with strong leadership and documentation sell faster and at higher multiples Graham’s advice: Think like a potential buyer — always be preparedResources & Links:Morgan Shaw Advisory Want to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

Why CRM Implementations Fail and How to Make Them StickImplementing a new CRM isn't just a technical change—it's a significant organizational shift that hinges heavily on change management, team buy-in, and ongoing engagement. In this episode, Kate and Benny share valuable insights into common pitfalls that cause CRM rollouts to fail and how to build sustainable, successful implementations.In this episode:The misconception that flawed software causes implementation failuresKey reasons why CRM projects fall short, including poor change management and lack of user buy-inThe importance of involving teams early to foster ownership and trustHow effective communication and training prevent data silos and adoption issuesThe role of internal champions in sustaining system usage post-implementationStrategies for mapping off-ramps from old processes to new systemsPlans for monitoring success during the critical first 90 daysThe significance of ongoing data quality habits and responsibilityPractical tips to prevent falling into common implementation rabbit holesThe mindset shift required: systems alone don't drive change—people doWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

In this episode, Kyle Rogers and expert guest Kate dive into the common pitfalls and solutions for trades, construction, and service businesses facing growth bottlenecks. If you're wondering how to connect your systems, streamline workflows, and empower your team for sustainable growth, this discussion offers clear, actionable insights.Key Topics:The disconnect between winning work and delivering it efficientlyHow growth often exposes gaps in processes and systemsThe importance of connecting platforms like CRM, job management, and accountingPractical steps for automating follow-ups, reducing rework, and improving marginsThe cost implications of manual, disconnected workflowsStrategies for small and large businesses to align their operationsThe role of team buy-in and ownership in process improvementThe misconception that integrating tools is complicated or expensiveReal-world examples of success through process mapping and system integrationTangible steps to start connecting your business systems todayWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

What is a CRM and Do You Actually Need One?In this episode, we clarify what a Customer Relationship Management (CRM) system truly does, why it's essential even for small businesses, and how it can transform your sales process. Whether you're running a solo operation or managing a team, understanding CRM fundamentals can significantly boost your efficiency, data trust, and ultimately, your business valuation.In this episode:The core functions of a CRM systemWhy even a one-person business benefits from a CRMThe differences between spreadsheets and dedicated CRMsHow CRMs streamline sales processes and improve data qualityThe importance of CRMs for business valuation and sale readinessWhen and how to implement a CRM effectivelyCommon misconceptions and mistakes in CRM adoptionWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

In this episode, Ben and Tom explore how AI, particularly through MCP (Multi-Channel Protocol), is revolutionizing workflow automation across various business functions. They discuss real-world applications, from sales follow-ups to operational reporting, and share insights on integrating AI tools seamlessly into existing systems. Whether you're a business leader or a tech enthusiast, understanding these shifts is critical to staying ahead in a rapidly evolving landscape.Key topics covered:The current landscape of AI in business and common misconceptionsThe role of MCP in connecting AI tools with CRM, spreadsheets, and other systemsPractical examples of automation in sales, compliance, and project managementHow MCP-powered workflows save time and enhance accuracyEmerging industries and operational roles that benefit from AI integrationStrategies for thinking holistically about AI deployment rather than just quick fixesFuture potential of MCP in creating intelligent, interconnected business processesWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

Closing Smarter: Proposals, Automation & PandaDocIn this episode, Kile and Tom explore how integrating automation tools like PandaDoc can revolutionise your sales process. They reveal common pitfalls, practical solutions, and key strategies for making your proposals seamless, boosting conversion rates and reducing friction at critical moments.In this episode:The importance of viewing documentation as part of the sales process, not just adminHow manual, PDF-based processes hinder deal closure and customer experienceThe power of using e-signature platforms for visibility and efficiencyStrategies for creating intuitive, guided signing experiences to close deals fasterAutomations that file, trigger follow-ups, and generate invoices post-signatureHow ease of buying influences customer decisions and reduces deal abandonmentBest practices for choosing and integrating proposal tools with CRM systemsExamples of how automation frees up sales resources and accelerates growthResources & Links:Motii - Sales and system implementation specialistsPipedrive - CRM platform, try FREE for 30 days on us!Want to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

From Spreadsheets to Systems: Lessons from a Thousand ImplementationsIn this episode, Ben and Ben share over a decade of experience transforming countless spreadsheets into efficient systems. They highlight the critical importance of proper preparation, clear processes, and team involvement to ensure CRM success. Expect practical insights on avoiding common pitfalls and building systems that teams trust and actually use.In this episode:The reality behind over 1,000 implementations across CRM and project management toolsWhy most failures stem from inadequate preparation and unclear workflowsThe danger of assuming a CRM will fix everything without understanding the businessHow to approach planning and charting processes before system designThe value of engaging the whole team and leadership in defining workflowsKey signs that a system is well-implemented and adoptedThe significance of decluttering pipelines and removing friction in sales processesPractical steps for working with a consultancy versus DIY setupsThe importance of outcome-focused systems rather than tool selectionThe role of champions groups and buy-in across departments for successResources & Links:Motii - Sales and system implementation specialistsMiro - Visual collaboration tool for process mappingPipedrive - CRM platform, try FREE for 30 days on us!Want to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales

The Motii Playbook: Unlocking Business Growth Through Smarter TechThis episode dives into the core of modern business growth strategies, emphasizing the importance of a connected technology system and a focus on continuous, measurable improvements. Hosted by CEO and Managing Director Fred Schnell and co-founder Ben Fuller, it explores how small to medium-sized businesses in the APAC region can leverage tech ecosystems for sustainable growth.In this episode, you will learn:Why a single source of truth like CRM is fundamental to business efficiencyHow to avoid relying on "plasters" and instead implement systemic, scalable solutionsThe significance of understanding and designing your customer journey for better system integrationThe importance of choosing the right, easy-to-adopt tools in driving user engagementWhy now is the perfect moment to shift towards technology-driven growth and the role of AIThe role of a business’s tech stack and the benefits of integrated versus siloed systemsHow to identify and overcome common pain points around CRM adoption and system integrationThe four pillars of ROI in technology: revenue, costs, risk mitigation, and customer experienceThe value of stepping back and working on the business instead of just in itWant to turn insight into action? Book a Momentum Call and we’ll map out exactly how to apply this to your business:👉 Book your callExplore the PlaybookFrameworks, systems, and real execution: 👉 https://motii.co/playbookTrial the CRM we use to build scalable revenue systems: 👉 FREE Pipedrive Trial  🌐 Connect with Motii LinkedIn → https://www.linkedin.com/company/motii Instagram → https://www.instagram.com/motii.co YouTube → https://www.youtube.com/@MotiiSales