A selection of projects that illustrate the kind of work I do and the results I help organisations achieve.
Note: The case studies below are illustrative examples. Replace these with your own project stories to showcase your experience and results to prospective clients.
Challenge: A mid-sized financial services firm was losing clients during a complex, paper-heavy onboarding process that took an average of 15 working days to complete.
Approach: Mapped the end-to-end onboarding journey, identified seven redundant handoffs and three approval bottlenecks, then redesigned the workflow with parallel processing and digital document capture.
Result: Onboarding time reduced to 5 working days — a 67% improvement. Client drop-off during onboarding decreased significantly, and the team reported higher satisfaction with the streamlined process.
Challenge: A professional services company had outgrown its spreadsheet-based CRM. Sales data was fragmented, pipeline visibility was poor, and reporting was manual and time-consuming.
Approach: Led the end-to-end implementation of Salesforce Sales Cloud — from requirements workshops with stakeholders through to configuration, data migration from legacy systems, and a structured user training programme.
Result: The business gained a single source of truth for its sales pipeline, automated reporting that saved the team hours each week, and a platform foundation that could scale with their growth.
Challenge: A healthcare organisation was managing IT incidents and service requests through email and a legacy ticketing tool, resulting in poor response times and no visibility into team performance.
Approach: Implemented ServiceNow ITSM with incident, problem, and change management modules. Designed a user-friendly service catalogue, built automated workflows for common requests, and configured dashboards for real-time operational visibility.
Result: Average incident resolution time improved substantially. Self-service adoption reduced the volume of manually logged tickets, and leadership gained clear visibility into IT service performance for the first time.
Note: Add real testimonials from your clients here. Even a short quote with a name and company can build significant trust with potential clients.
"Mandy brought clarity to a complex problem. Within weeks, we could see the bottlenecks we'd been missing for years — and had a practical plan to fix them."
Role, Company
"Professional, pragmatic, and genuinely focused on outcomes. The Salesforce implementation was delivered on time and our team actually uses it — which says everything."
Role, Company