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Keystream

How Keystream built a public sector CRM that boosts efficiency and adoption using Seven20

 

Client: Keystream

Interviewee: Khyati Pal, Director – Business Transformation & Change Management

Sector:  Public Sector Recruitment & Consulting (Digital, Data & Technology – DDaT)

Company Size: 11-50

Migrated from: Vincere

Introduction: People-Powered, Tech-Enabled Public Sector Solutions

At Keystream, the mission is clear: empower public sector organisations through people-powered, tech-enabled solutions. Their recruitment and consulting services across digital, data, and technology (DDaT) are designed to make public services more accessible, efficient, and tailored to the people they serve.

To achieve this, Keystream needed a CRM that could evolve with the business, not hold it back.

 

The Challenge: Outdated Systems Slowing Growth

Keystream’s journey began with frustration. Their legacy CRM struggled to handle the intricacies of public sector recruitment, creating:

  • Inefficient processes and manual workarounds
  • Siloed information and poor visibility across teams
  • Low adoption and inconsistent usage

Khyati Pal explains:
 “Our outdated CRM couldn’t manage the sector’s unique demands, leading to widespread frustration and inefficiency.”

The business knew a modern, adaptable CRM was essential to support complex workflows, improve adoption, and provide accurate, actionable data.

 

The Decision: Choosing a Platform That Fits the Business

After evaluating multiple recruitment CRMs, Keystream discovered Seven20 through Salesforce. What stood out:

  • Fully customisable without building from scratch
  • Platform adapts to Keystream’s processes rather than forcing rigid workflows
  • A technology partner focused on guidance and best practices

“Seven20 struck the perfect balance, enabling us to tailor our CRM without building one from the ground up,” says Khyati.

 

The Implementation: Seamless and Collaborative

The onboarding and setup process was smooth and highly collaborative:

  • Seven20 listened carefully to Keystream’s specific requirements
  • The project team guided the business through customisation patiently
  • Regular support calls and access to the Seven20 Community ensured continuous learning and improvement

“The Seven20 team were remarkable from the get-go—professional, caring, and far from pushy,” Khyati adds.

 

The Results: A CRM That Evolves With the Business

The biggest impact of Seven20 was flexibility. Every time the business changes, the software and automations evolve without disruption.

Key outcomes included:

  1. Full Adoption & Engagement – Teams fully embraced the new system because it was purpose-built for their workflows.
  2. Accurate Data & Reports – Reliable insights support strategic decision-making.
  3. Improved Productivity – Consultant dashboards and reporting tools streamline work, saving time and reducing manual admin.
  4. Continuous Evolution – Integrations and automations grow with the business, including job posting automation, candidate screening, and digital signature workflows.

“With Seven20, adoption is sky-high, reports are accurate, and our team’s productivity has improved significantly,” says Khyati.

 

Customer Support: A True Partnership

Seven20’s service has been consistently professional, proactive, and results-focused.

  • Requests are addressed swiftly
  • The Seven20 Community offers peer networking, advice, and early visibility on platform improvements

“Their consistent friendliness and professionalism are quite the rarity,” Khyati notes.

 

Advice for Other Businesses

Khyati’s guidance for businesses struggling with their CRM is clear:

“A CRM isn’t a luxury; it’s essential. Audit your system, scrutinise your processes, and check how your staff are using it. If your CRM is causing headaches, switch it before you’re trapped in long contracts. A CRM should be your business’s beating heart—if it’s not, it’s time to start looking for a new one.”

 

Who This Case Study is For

This case study is ideal for organisations that:

  • Are frustrated with outdated or inflexible CRMs
  • Need a Salesforce platform that can be tailored to complex workflows
  • Want a long-term technology partner, not just software
  • Value adoption, efficiency, and continuous improvement