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 Cover

• Why 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 Mentioned

• Simpro
• Pipedrive

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 Cover

• Why the trades and field service market feels harder than it did during the boom years
• How labour shortages, competition and squeezed margins are changing business priorities
• Why small operational errors can quickly turn profitable jobs into loss-making work
• The role of “chaos variables” in field service, from missing parts to unavailable technicians
• How customer expectations have shifted in an on-demand economy
• Why connected systems matter more than simply adding more software
• How trade businesses can start with the workflow problem instead of chasing every new tool

Resources Mentioned

• Simpro
• Pipedrive

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 AI

In 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 achieved
• The importance of customer experience over pure automation metrics
• Challenges faced during AI deployment and how to overcome content quality issues
• Measuring success: Customer satisfaction scores and feedback mechanisms
• The evolving role of support teams and mindset shifts needed for AI adoption
• How AI reshapes the support workforce, costs, and customer loyalty
• Critical factors for starting AI integration successfully
• The significance of quality content and conversation design in AI support
• Future trends: From cost-cutting to value creation in AI-driven support

Resources & 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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 CRM

In 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 everything
• The two biggest reasons CRM implementations fail (and how to avoid them)
• Why overcomplicating phase one is one of the most common and costly mistakes
• The "garbage in, garbage out" rule — and why dirty data kills CRM adoption
• Why old-school salespeople resist CRMs and how to get genuine buy-in from your team
• The honest case for using an implementation partner versus doing it yourself
• What to look for in a CRM partner — track record, industry experience, and ongoing support
• Why agency size matters: the sweet spot between one-person bands and giant agencies
• Why flexible, modern platforms like Pipedrive and Monday beat legacy tools like Salesforce and Dynamics
• Why a CRM is never truly "set and done" — and why that's actually a good thing

Resources & Links:

• Book a Momentum Call

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 Morgan

In 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 sell
• The top three blind spots that hinder business sale readiness
• How financials, leadership, and growth plans influence valuation 
• The typical timeline for selling a business — 12 to 18 months
• The significance of systems, data accuracy, and recurring revenue in valuation 
• How core metrics like EBITDA and multiples determine business worth
• Practical steps to improve data, systems, and workforce to boost value
• Why businesses with strong leadership and documentation sell faster and at higher multiples 
• Graham’s advice: Think like a potential buyer — always be prepared

Resources & 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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 Stick

Implementing 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 failures
• Key reasons why CRM projects fall short, including poor change management and lack of user buy-in
• The importance of involving teams early to foster ownership and trust
• How effective communication and training prevent data silos and adoption issues
• The role of internal champions in sustaining system usage post-implementation
• Strategies for mapping off-ramps from old processes to new systems
• Plans for monitoring success during the critical first 90 days
• The significance of ongoing data quality habits and responsibility
• Practical tips to prevent falling into common implementation rabbit holes
• The mindset shift required: systems alone don't drive change—people do

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 efficiently
• How growth often exposes gaps in processes and systems
• The importance of connecting platforms like CRM, job management, and accounting
• Practical steps for automating follow-ups, reducing rework, and improving margins
• The cost implications of manual, disconnected workflows
• Strategies for small and large businesses to align their operations
• The role of team buy-in and ownership in process improvement
• The misconception that integrating tools is complicated or expensive
• Real-world examples of success through process mapping and system integration
• Tangible steps to start connecting your business systems today

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 system
• Why even a one-person business benefits from a CRM
• The differences between spreadsheets and dedicated CRMs
• How CRMs streamline sales processes and improve data quality
• The importance of CRMs for business valuation and sale readiness
• When and how to implement a CRM effectively
• Common misconceptions and mistakes in CRM adoption

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 misconceptions
• The role of MCP in connecting AI tools with CRM, spreadsheets, and other systems
• Practical examples of automation in sales, compliance, and project management
• How MCP-powered workflows save time and enhance accuracy
• Emerging industries and operational roles that benefit from AI integration
• Strategies for thinking holistically about AI deployment rather than just quick fixes
• Future potential of MCP in creating intelligent, interconnected business processes
  
  

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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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 & PandaDoc

In 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 admin
• How manual, PDF-based processes hinder deal closure and customer experience
• The power of using e-signature platforms for visibility and efficiency
• Strategies for creating intuitive, guided signing experiences to close deals faster
• Automations that file, trigger follow-ups, and generate invoices post-signature
• How ease of buying influences customer decisions and reduces deal abandonment
• Best practices for choosing and integrating proposal tools with CRM systems
• Examples of how automation frees up sales resources and accelerates growth

Resources & Links:

• Motii - Sales and system implementation specialists
• Pipedrive - 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 call

Explore the Playbook
Frameworks, systems, and real execution:
👉 https://motii.co/playbook

Trial 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