Implementation Guide — CRM Rollout at Brightwell Plumbing

System / change being rolled out: Nimbus CRM, replacing spreadsheet-based job and contact tracking Audience: Brightwell office staff and the IT contractor running the rollout Owner: Dana Okafor, Operations Manager Sponsor / approver: Sam Brightwell, Director Version: 1.0 Last reviewed: 12 May 2026

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1. Overview and prerequisites

Brightwell Plumbing is moving its 1,800 customer contacts and open jobs from a shared spreadsheet into Nimbus CRM so the office and field teams work from one live view. The headline risk is losing or mismatching contact history during migration, so we reconcile record counts before anyone relies on the new system. We cut the six office staff over as a pilot before involving the eight field engineers.

Prerequisites:

• Nimbus admin account created; eight engineer and six office seats licensed
• Tool chosen (Nimbus) and field mapping agreed with Dana
• Spreadsheet exported to CSV and de-duplicated (1,812 rows, 1,798 unique contacts)
• Nimbus workspace provisioned and reachable from the office network
• Original spreadsheet copied to a read-only archive as the known-good state
• Dana owns each phase; Sam approves the cutover

2. Roles

Role	Name	Responsibility
Implementation owner	Dana Okafor	Runs the procedure, makes go / no-go calls
Technical lead	Raj Mehta (IT contractor)	Configuration and data migration
Validator	Dana Okafor	Runs acceptance checks
Approver / sponsor	Sam Brightwell	Signs off cutover
Operating team contact	Lena Cho (Office Lead)	Owns Nimbus after handover

3. Step-by-step phases

Phase	Step	Action	Owner	Expected result
Prepare	1	Create Nimbus accounts and assign seats	Raj	All 14 staff can sign in
Prepare	2	Archive the master spreadsheet read-only	Dana	Known-good copy confirmed
Configure	3	Build contact and job fields per the agreed mapping	Raj	Fields match Section 4
Configure	4	Set roles so engineers see only their own jobs	Raj	Test engineer sees correct scope
Migrate	5	Import the 1,798-contact CSV into Nimbus	Raj	Import reports 1,798 created, 0 errors
Migrate	6	Reconcile imported counts against the CSV	Dana	Counts match; spot-checks pass
Validate	7	Run the acceptance checks	Dana	All checks in Section 5 pass
Cut over	8	Move six office staff to Nimbus; freeze the spreadsheet	Dana	Office working in Nimbus, no blockers
Cut over	9	After three clean days, add the eight field engineers	Dana	Engineers logging jobs in Nimbus
Stabilise	10	Monitor and fix small issues for two weeks	Dana	No new blockers for 10 working days

4. Configuration checklist

Setting	Required value	Confirmed
Contact fields	Name, phone, address, job history, source	[x]
Job stages	Quoted, Scheduled, In progress, Invoiced, Closed	[x]
Engineer role	Sees and edits only jobs assigned to them	[x]
Office role	Full access to contacts and all jobs	[x]
Daily backup	Enabled, 02:00, 30-day retention	[x]

5. Validation / acceptance criteria

• All 14 staff sign in successfully
• A new contact saved by the office appears for the assigned engineer
• Five migrated contacts checked field for field against the spreadsheet — all match
• Open-jobs report shows the same 47 open jobs as the old spreadsheet
• An engineer can update a job from a phone and the office sees the change live

6. Training and handover

Training:

Group	Focus	Format	When
Office staff	Adding contacts, scheduling jobs, running reports	90-min hands-on session	Day before cutover
Field engineers	Viewing and updating their jobs on a phone	30-min session plus one-page card	Before they join, week 2

Handover checklist:

• This guide and a one-page office reference delivered to Lena
• Admin ownership of the Nimbus workspace transferred to Lena
• Support route agreed: Lena first, Raj for anything technical for 30 days
• Open issues listed (two report layouts still being tuned)
• Dana and Lena both confirmed the handover on 28 May 2026

7. Troubleshooting

Symptom	Likely cause	Fix
Engineer sees no jobs	Jobs not yet assigned to them	Assign the job to the engineer in the office view
Duplicate contact appears	Same customer imported and re-entered manually	Merge the two records; keep the one with full history
Phone app shows stale data	Device offline when the change was made	Reopen the app on a connection to sync

8. Rollback

Trigger: Migration reconciliation fails (counts do not match and the cause is not a known duplicate), or a critical validation check cannot be made to pass before cutover.

Steps to revert:

1. Keep using the read-only master spreadsheet, which was never deleted.
2. Suspend Nimbus logins for office staff so no one splits work across two systems.
3. Re-run the import only after the field mapping or source data is corrected.

Notes: Because the spreadsheet is preserved untouched until after a clean cutover, rollback is low risk. Only Dana, with Sam's agreement, authorises a rollback.