Scope of Works
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Scope of Works
Exactly what we will deliver.
Everything included in your project on one page. If anything we've discussed is missing or not quite right, tell us and we'll update it before you sign.
At a glance
5 phases
Delivery approach
7 objects
HubSpot architecture
A scalable HubSpot foundation for Behrens Group, with the initial Garments rollout, Intact iQ integration design, actionable account intelligence, shared customer visibility, management reporting and a controlled first AI and automation package.
6 controls that keep delivery within scope
- 1Phase 0 designs for the wider group, but only the Garments team is configured and taken live in this scope.
- 2Behrens owns the Intact iQ integration build and principal data preparation. Forbidden owns the HubSpot architecture, mappings, guidance and QA.
- 3All ten AI and automation ideas are assessed, but the build commitment is a prioritised first package within the agreed AI build allowance.
- 4One RFM architecture is agreed and implemented for Phase 1. The project will not duplicate the same model in both Power BI and HubSpot.
- 5Marketing activity is limited to future-readiness, contact and consent architecture. A full B2B or B2C marketing migration is not included.
- 6UAT includes one structured test cycle and one consolidated refinement round, followed by one combined training and handover process.
Delivery approach
How the project runs, phase by phase.
- 1
Phase 1
Discovery and Design
Confirm the agreed outcomes, responsibilities, architecture, integration assumptions, RFM approach, AI priorities and acceptance criteria, and produce the Implementation Blueprint.
- Kick-off and Discovery
- Implementation Blueprint and Solution Design
- 2
Phase 2
CRM Foundation and Integration Readiness
Configure the initial CRM and communication model, define the Intact integration contract and support Behrens technical implementation.
- CRM and Data Architecture, Phase 1 Configuration
- Outlook, Email and Shared Inbox Configuration
- Intact iQ Integration Design and QA
- 3
Phase 3
Account Intelligence and Marketing Readiness
Implement the agreed RFM/account-health process and reporting package, and document the minimum marketing and consent architecture.
- RFM, Account Health and Reporting
- Marketing and Consent Readiness
- Customer Commercial Cockpit
- Daily Commercial Priorities
- Product Whitespace Visibility
- 4
Phase 4
AI and Automation
Assess all ten ideas, approve the priority package, design and build the agreed first versions, test representative scenarios and complete the short pilot review.
- AI and Automation Assessment
- AI and Automation Priority Build Package
- AI Pilot Review and Operational Handover
- 5
Phase 5
Testing and Handover
Complete structured UAT, one consolidated refinement round, demonstration, role-based enablement and final handover.
- UAT, Refinement, Training and Final Handover
Solution architecture
How your HubSpot will be structured.
The records the solution is built around, and how they connect.
Standard object
Companies and contacts
Customer and prospect identity, ownership, segmentation and contact relationships. Future division structures are considered in the design but not fully configured.
Standard object
Deals and agreed lifecycle fields
A practical initial sales process for prospects and opportunities, with common definitions that can be reused across divisions.
Integration data layer
Customer, order and product context
Agreed Intact data is made available in HubSpot through the Behrens-built integration. The Blueprint defines identifiers, associations, source-of-truth rules and acceptance checks.
Communication and service layer
Outlook and agreed shared inbox process
Customer communications are logged against the relevant CRM records with agreed routing, ownership and handover behaviour.
Account intelligence layer
RFM and account-health signals
The agreed RFM approach drives prioritised account actions, alerts and management visibility rather than passive reporting.
AI and automation layer
Prioritised use cases
AI is applied where interpretation or summarisation creates value. Deterministic rules are used where they are more reliable or economical.
Management layer
Dashboards and benefits reporting
Pipeline, activity, account health, adoption and agreed value measures provide directors and managers with practical visibility.
Project objectives
What the implementation will achieve.
01
Single customer view
Bring customer, contact, activity and agreed Intact data together so users can understand the customer without searching across separate systems.
02
Reduced administration
Remove avoidable double entry by improving email and activity capture, task ownership and day-to-day CRM usability.
03
Actionable account intelligence
Turn the existing RFM model into a practical account-management process with clear at-risk or lapsed follow-up and measurable outcomes.
04
Sales and service continuity
Establish shared processes, inbox visibility, ownership and handover so customer context is not lost when colleagues are absent or leave.
05
Practical AI and automation
Assess the ten identified use cases, prioritise those with the strongest value and data readiness, then build and pilot the agreed first package.
06
Measurable value and future readiness
Provide management visibility of pipeline, activity, account health and adoption while designing the data model for future divisions and marketing requirements.
Check the scope
What's included, and what isn't.
Use this to confirm the scope covers everything we've discussed.
Included
Kick-off and Discovery
Documented discovery outcomes, confirmed responsibilities and the inputs required to complete the Implementation Blueprint.
Implementation Blueprint and Solution Design
An Implementation Blueprint providing the agreed configuration, integration, testing and delivery reference for Phase 0 and Phase 1.
CRM and Data Architecture, Phase 1 Configuration
A configured Phase 1 CRM environment supporting the initial Garments sales and customer-management process.
Outlook, Email and Shared Inbox Configuration
A working initial communication model with agreed email logging, shared ownership and handover behaviour for the Phase 1 users.
Intact iQ Integration Design and QA
An agreed integration specification and reviewed HubSpot-side implementation ready for Phase 1 acceptance testing.
RFM, Account Health and Reporting
A practical Phase 1 account-health workflow and defined reporting pack covering commercial activity, adoption and agreed benefit measures.
Marketing and Consent Readiness
A documented marketing-readiness section within the Blueprint covering data, consent and known integration dependencies.
AI and Automation Assessment
A prioritised AI and automation decision record covering all ten ideas, with an approved first build package and clearly deferred items.
AI and Automation Priority Build Package
A tested first AI and automation package comprising the agreed highest-priority use cases completed within the build allowance.
AI Pilot Review and Operational Handover
An accepted operating handover for the selected first versions, together with a documented recommendation for the next AI and automation cycle.
UAT, Refinement, Training and Final Handover
A tested and accepted Phase 1 solution, trained initial users, concise operating guidance and a documented handover for ongoing ownership.
Commercial enhancements included in Phase 1
Additional commercial ideas for the initial Garments rollout.
Not included
Data and migration
- Open-ended source-data cleansing, deduplication or remediation.
- Unlimited historical migration from Intact iQ or other systems.
- Historical email, call, meeting, note, attachment or file migration.
- Manual reconstruction of incomplete or inconsistent historical records.
Integrations and custom development
- Development or ongoing maintenance of the Intact iQ integration by Forbidden.
- Bespoke middleware or unsupported custom integration development.
- Xelion integration unless separately confirmed and scoped.
- Klaviyo, Shopify, portal or Barbour ABI integration build.
- Custom software development required to overcome an identified platform limitation.
Future divisions and processes
- Implementation of LaBeeby, NDV, FPC, Fabrics, Homeware, other Garments or Denco.
- Detailed NHS hierarchy configuration beyond the architecture decisions needed to avoid Phase 0 rework.
- Seasonal college-deal automation for LaBeeby.
- Healthcare cross-sell configuration or later-division reporting.
Marketing
- Full B2B or B2C marketing migration.
- Campaign strategy, email content creation or ongoing campaign management.
- Complex nurture automation, lead scoring or advanced subscription-centre design.
- B2C migration away from Klaviyo unless separately agreed.
AI and automation
- Guaranteed production deployment of all ten identified AI and automation ideas.
- New integrations or major data engineering required solely to support an AI use case.
- Automatic record merging in the initial matcher version.
- Fully autonomous external customer responses unless explicitly approved after testing.
- Route optimisation for site visits.
- Production demand forecasting, automated purchasing decisions or procurement automation.
- Ongoing agent monitoring, refinement or optimisation after the agreed pilot review.
Project delivery
- Multiple unrestricted UAT or refinement cycles.
- Significant redesign after Blueprint approval.
- Additional user groups or training sessions beyond the agreed initial rollout.
- Ongoing CRM administration, managed support or optimisation after handover.
- New requirements introduced outside the approved scope and agreed effort allocation.
Workstream detail
Everything in each workstream.
Open any workstream to see exactly what's included, what we need from you, and where it stops.
The detail
Assumptions, acceptance and change control.
Approval
Any change affecting cost, delivery dates or agreed deliverables will be discussed with you and approved before work proceeds.