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Petal & Vine flower shop scenario
WGU academic capstone · completed case study
Transforming fragmented customer records into one controlled CRM.
Petal & Vine is a fictional five-person flower shop created for my B.S. Information Technology capstone. I planned and documented a cloud-based HubSpot implementation using a structured Waterfall approach.
5business users
7tracked milestones
8 / 8deliverables met
100%modeled user adoption
Interactive process viewBefore and after the CRM
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Core risk: customer history, preferences, and order status were spread across individual memory and disconnected sources.
Petal & VineCustomer Relationship Dashboard
CentralizedOpen opportunities14
Orders this month38
Follow-ups due6
New inquiry 6Quote sent 4Deposit paid 2Confirmed 1Delivered 1
AR
Alex RiveraWedding · Peonies · No lilies · Delivery notes saved
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Target state: one searchable source for customer records, deal stages, activities, ownership, and reporting.
Manual records made routine work reactive.
Employees searched handwritten notes, spreadsheets, email inboxes, and receipts to reconstruct customer history. That created lost information, duplicated effort, inconsistent service, and poor scalability.
HubSpot CRM Free Tier.
A cloud platform provided contact management, customizable deal stages, activity history, user access, and reporting without requiring Petal & Vine to purchase or maintain local server infrastructure.
Structured Waterfall implementation.
Requirements, design, configuration, migration, testing, training, deployment, and support were sequenced with explicit milestones and sign-off points.
Implementation walkthrough
Five phases from requirements to operational handoff
Select a phase to see the work, the control being applied, and the artifact produced.
Phase 01
Requirements & analysis
Map the current workflow and define what the new system must preserve, improve, and make measurable.
Primary output
Documented requirements baseline
Customer fields, workflow needs, roles, permissions, and acceptance criteria become the reference point for every later decision.
Control appliedScope clarity before configuration
Schedule performance
Planned duration versus modeled actual duration
Two phases expanded for real project reasons: source data took longer to locate, and additional training improved user readiness.
Planned Actual Schedule variance
Modeled post-implementation results
Success was tied to measurable operational outcomes
These figures are from the academic post-implementation scenario, not claims about a real client deployment.
Weekly data-management errors
The scenario reports a 100% reduction within one month of deployment.
Hours spent searching each week
Centralization surpassed the planned 25% reduction in manual information retrieval.
User adoption
All five modeled users were active within two weeks of training.
Customer-history access
Every team member could retrieve a complete profile from front-desk computers within the target time.
Goals and deliverables
Every documented deliverable was marked complete.
The capstone connected technical outputs with adoption work. Configuration alone was not considered success; migration, training, UAT, and post-launch support were part of the finished system.
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CRM configuration and design planProperties, modules, roles, and workflow structure
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Cleaned and migrated customer dataMapping, duplicate handling, import, and verification
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Functional CRM and automationsContacts, activities, deal stages, and email integration
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Training materials and full-team sessionsRole-focused guides and practical scenarios
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User acceptance testing and sign-offIntegrity checks, permissions review, and feedback
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Post-deployment support planAdministration guide, monitoring, and optimization path
Project lessons
Risk becomes manageable when assumptions are made visible early.
The biggest variance came from assuming source records were readily available. A stronger real-world plan would include an early data-discovery gate, minimum-data readiness criteria, and contingency tasks before the migration calendar begins.
What this demonstrates
Requirements, migration controls, documentation, UAT, and operational handoff.
The project shows how I organize a technical implementation around business risk and user adoption.