— Case Study · Freedom Forever

A CRM for the solar installation pipeline — status and action for every team, every stage.

Freedom Forever manages thousands of active solar installations simultaneously. Before this tool, there was no shared structure — operations worked from disconnected records with no visibility into what was blocked or actionable. The CRM gave every role a single place to understand project status and act.

Role
Product strategy · UX · End-to-end
Years
2021 — 2026
Context
Freedom Forever · field & operations
Platform
Web · internal operations tooling
Pipeline view
Status and blocking logic, visible without drilling in
Pipeline stages collapse by default — blocking tickets surface at the stage level with type, assignee, and required action visible without drilling in. Sales drops in and reads project health at a glance; ops sees exactly what's blocking and who owns it. The hierarchy was the core design decision: scannable for anyone, actionable for the people doing the work.
Subtask workflow
Multi-system coordination, sequenced and verified in one view
Some tasks required coordinating data across multiple external systems — Aurora, Relay, Lightspeed — in a specific sequence. Getting steps out of order caused downstream errors that were expensive to unwind. Each system touchpoint is an explicit step with its own completion state, pulling data inline so the operator can verify without context-switching. The correct order is enforced by the UI, not by memory.
SOW comparison
A complete audit trail for every scope change
Scope of work documents changed constantly — panel upgrades, financing adjustments, adders mid-pipeline. Without a comparison view, every change was a source of error and dispute. Two versions side by side with full financial breakdown makes the delta immediately readable. Denial notes capture the reason in plain language — useful as a working tool and as an audit trail when questions come up later.
— The Outcome
$1B+
Pipeline managed through the CRM
25%
Reduction in operations headcount
0→1
Shared operational structure where none existed
— End of case study

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