At a Glance

• Business: Inc Architects (formerly Mode Architects)
• Location: Stoke-on-Trent
• Project: Capsule CRM implementation
• Key Outcomes: Improved project visibility, reduced meeting time, stronger client communication, and better foundations for growth.

About Inc Architects

Inc Architects, based in Stoke, is a creative architectural practice led by Directors Kim Mountford and David Byatt and supported by Office Manager Bianca Davies. Known for their problem solving and collaborative approach, the practice works on a range of architectural projects and prides itself on professionalism, quality, and client centred approach.

As the company grew, so did the complexity of managing projects more intricate communications, and stakeholder management. Inc Architects recognised the need for a more structured system to manage information, improve visibility, and save time.

The Challenge

Before working with VK Business Consulting, Inc Architects was aware that not implementing a robust system now would be detrimental to the business longer term. After listening to feedback from the team:

• Lack of visibility: Team members often struggled to pick up a project where someone else had left off, creating delays.
• Time lost in meetings: Weekly catch-ups were being taken over with simply updating each other on project status.
• Inefficient systems: Having used Microsoft Teams and file storage solutions, they had reached the limits of their suitability. A free trial of HubSpot was also attempted, but the system felt sales focused, not customer focused.
• The leadership team wanted a CRM to streamline operations, but they also didn’t have the time to implement and make the transition successful.

The Solution

VK Business Consulting supported Inc Architects in implementing Capsule CRM, tailoring it to their processes and ensuring the whole team could adopt it effectively.

Key aspects included:

• Centralised project visibility: Capsule provided a single, up-to-date source of information on each project, accessible to all team members.
• Reduced meeting times: With information readily available, catch-ups became shorter and more focused on problem-solving rather than simply sharing updates.
• User adoption support: Veronica worked closely with both Kim and Bianca to ensure the system suited their roles- with the leadership team using Capsule for oversight, while office staff handled day-to-day updates.
• Future-focused setup: Tagging and structured pipelines were built in from the start, allowing the practice to make use of Capsule’s integrated email marketing tool (Transpond) as their business grows.

The Results

Since adopting Capsule CRM with VK Business Consulting’s support, Inc Architects has seen tangible improvements:

• Time savings: Weekly team updates have reduced from up to 2 hours to 30 minutes, with discussions now focused on problem-solving rather than information-sharing.
• Improved professionalism: Staff can instantly access the latest project updates, ensuring clients always receive accurate information.
• Better collaboration: Even when team members are absent, others can quickly see what has been done and what’s next.
• Stronger foundations for growth: With structured pipelines and data tagging in place, the practice is positioned to use Capsule for both client management and marketing in the future.

Client Highlight

“The time factor was the biggest thing for us. Capsule means we now have instant access to up-to-date project information, so we’re always on top of things for our clients. We’re solving problems in meetings now, not just catching up.” – Kim Mountford, Director, Inc Architects

Bianca added:

“The system has given us much clearer overview/snapshot of projects. It’s reduced the need for routine check-ins and made it easier for the team to stay on track. Time spent on projects is now focused on problem-solving and not administrative tasks”

Client Highlight

“Veronica’s knowledge of the system and how to use it productively was invaluable. Her consistency and tenacity made sure we got it over the line — it’s a long-term investment for us and we are continuing to mould the system to suit our business style.” – Kim Mountford, Director, Inc Architects

Lessons Learned

• Have clear processes mapped out before starting a CRM project – it makes implementation smoother.
• Be patient: embedding a new system takes time, but the benefits are long-term.
• Get buy-in across the team early on to make adoption easier.
• Work with an expert – having external guidance and accountability was key to making it happen.

Outcome

Inc Architects now has a streamlined, scalable CRM system that fosters improved client and internal communication, sets the company up for future growth and provides measurable outcomes.