The Motii Playbook

In This Episode If you've ever wondered what actually happens after you decide to implement a CRM, this episode takes you behind the scenes. Katie Tassone-Milligan and Ben Fuller unpack the practical steps in a CRM implementation with a partner, from discovery and configuration through to data migration, training, go-live and adoption. The conversation is grounded in the real questions busine...

Zendesk Sell Is Retiring: What Every Business Needs to Know Before 2027 In This Episode Zendesk has announced that Zendesk Sell will be retired, with the platform scheduled to cease operation on 31 August 2027. While that date may seem a long way off, businesses relying on Zendesk Sell need to start planning now. The CRM itself will continue operating until the retirement date, but once that deadl...

In This Episode Most sales leaders can see that calls are happening. They can count activity, watch deals move and check the pipeline. What is harder to see is what actually happened inside each conversation and what context disappears when call notes are rushed, incomplete or stuck in someone's head. In this episode of the Motii Playbook, Fred Schnell speaks with Sabrina Da Rocha, Senior Sal...

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 p...

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 i...

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 r...

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...

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 insig...

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 implementati...

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 deli...

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, yo...

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, underst...

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 docume...

From Spreadsheets to Systems: Lessons from a Thousand Implementations In this episode, Ben and Ben share over a decade of experience transforming countless spreadsheets into efficient systems. They highlight the critical importance of proper preparation, clear processes, and team involvement to ensure CRM success. Expect practical insights on avoiding common pitfalls and building systems that team...

The Motii Playbook: Unlocking Business Growth Through Smarter Tech This episode dives into the core of modern business growth strategies, emphasizing the importance of a connected technology system and a focus on continuous, measurable improvements. Hosted by CEO and Managing Director Fred Schnell and co-founder Ben Fuller, it explores how small to medium-sized businesses in the APAC region can le...