Knight Frank: Unifying Thousands of Contacts Across Eight Departments into a Single CRM Solution
Knight Frank’s original workflow relied on disparate Excel spreadsheets, which frequently led to information being lost or duplicated across teams. In just six months, we developed a centralized database and CRM system. By aligning marketing and sales, we enabled both departments to track the same performance metrics and ensure a seamless handover throughout the entire client lifecycle.
About the Client
Knight Frank is one of the world’s leading independent real estate consultancies. Operating in the Czech market since 1991, the firm has established itself as a key player in the commercial real estate sector. The Czech branch provides comprehensive services covering office, industrial, and warehouse leasing, investment transactions, property valuation, market research, and property management. Knight Frank prides itself on its personalized approach, profound local market expertise, and long-term client relationships, making it one of the most respected brands in the industry.
Initial Situation
Knight Frank operated through eight separate departments, each managing its own contact database and functioning with a high degree of independence—essentially acting as "companies within a company."
Communication with clients was handled individually by each department, meaning information often remained siloed within specific teams. Over time, it became clear that the organization needed to consolidate its records to gain a comprehensive, holistic overview of all clients across the entire organization.
In practice, different departments would occasionally engage with the same client on various activities simultaneously without coordination. Sharing data across teams became the critical key to synchronizing internal communication, ensuring that all customer interactions provided a seamless and professional experience.
At the same time, the firm sought a way to better measure marketing efficiency and its direct impact on sales performance. The marketing team lacked the necessary data to evaluate campaign success, while the sales teams maintained their own isolated records of contacts and leads. The missing piece was a unified data foundation that would bridge both domains and allow the company to track the entire journey—from the initial inquiry to the closed deal.
Project Goals
The client’s primary objective was to transform fragmented processes into a high-functioning, systematic workflow. The goal was to establish a unified, "live," and easily segmentable database that would facilitate streamlined marketing and communication—including tracking individual deal progress, managing client event invitations, and distributing regular market research reports.
Knight Frank initially reached out via a contact form, seeking expert guidance in the field of CRM. The company lacked an internal implementation specialist and was initially uncertain whether a CRM system was the right fit for their specific needs. Following our campaign, we initiated a series of consultations where the client highly valued the consultant’s expertise and personalized approach.
Ultimately, the project’s scope expanded beyond the mere implementation of Pipedrive CRM to include comprehensive management support, aimed at strengthening client relationships and fostering long-term business development.
"Our decision wasn't based solely on the price quote, but on the overall approach. We chose you because you were able to speak our language. The personal touch you maintained from the very beginning was the deciding factor for us." - Client Testimonial
The client’s primary objective was to transform fragmented processes into a high-functioning, systematic workflow. The goal was to establish a unified, "live," and easily segmentable database that would facilitate streamlined marketing and communication—including tracking individual deal progress, managing client event invitations, and distributing regular market research reports.
Knight Frank initially reached out via a contact form, seeking expert guidance in the field of CRM. The company lacked an internal implementation specialist and was initially uncertain whether a CRM system was the right fit for their specific needs. Following our campaign, we initiated a series of consultations where the client highly valued the consultant’s expertise and personalized approach.
Ultimately, the project’s scope expanded beyond the mere implementation of Pipedrive CRM to include comprehensive management support, aimed at strengthening client relationships and fostering long-term business development.
| "Our decision wasn't based solely on the price quote, but on the overall approach. We chose you because you were able to speak our language. The personal touch you maintained from the very beginning was the deciding factor for us." - Client Testimonial |
The Implementation Process
1. Contact Database Centralization
The first step was to gain an accurate understanding of existing data and processes through comprehensive mapping. We discovered that each of the eight departments maintained its own Excel contact list, with very limited information sharing between teams. These lists had evolved independently over many years, shaped by the individual habits of each department.
While the client’s initial estimate was in the low thousands, consolidating and comparing the files revealed a different reality—the actual volume of contacts was 320% higher than expected, resulting in several thousand unique records. Centralization was not just about physical data storage; it was about unifying the teams and providing them with a shared system to collaborate more effectively.
2. Data Cleansing and Preparation
The raw data was inconsistent, lacked formatting, and was riddled with duplicates. We performed a thorough data scrubbing and standardization process to ensure all records were uniform and ready for a seamless import into the CRM.
3. Pipedrive CRM Implementation
Once the data was refined, we migrated it into Pipedrive CRM. We configured the system to provide each department with its own dedicated workspace for client management. This "best of both worlds" approach allows teams to focus on their specific tasks while giving management a 360-degree view of all customer relationships across the firm.
4. Automation and Reporting
We established automated alerts and intuitive reporting dashboards within Pipedrive. This shift enables the marketing team to track the tangible results of their campaigns through real-time data—eliminating manual work and providing instant clarity on performance.
The Impact
Today, Knight Frank operates with a unified database in Pipedrive CRM, currently housing several thousand contacts. All eight departments utilize a single, shared system while maintaining their own unique workflows and specialized processes.
As a result, data is now consistent and reliable, client communication is unified, and sales activities are seamlessly coordinated across teams. The implementation of Pipedrive has enabled the company to precisely evaluate lead generation, track deal stages, and measure the actual ROI of marketing initiatives.
For the sales teams, this transition means:
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Faster access to critical client information.
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Streamlined follow-up planning and task management.
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Clear visibility into opportunities at every stage of the sales pipeline.
Furthermore, the shared system has bridged the gap between marketing and sales. Both teams now work with identical data, allowing them to co-monitor the customer journey from the very first touchpoint to the final closed deal.
This project confirmed that digitalization is not just about the software—it is primarily about a shift in mindset, patience, and the collective willingness of teams to collaborate.
integrated into a single database
integrated into a single CRM solution
into sales and marketing results
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