Independent client-operations advisory

Your client operations are leaking revenue . I find where — and fix it.

Vendor-neutral advice for IT firms, MSPs, and B2B service businesses. I've evaluated and implemented Zendesk, HubSpot, Zoho, and Odoo for real clients — and told plenty of them not to buy anything at all.

Book a free 30-min ops audit Read the field notes →

Recent engagements — details anonymized

$2.5K → $6.5K

Repriced an underscoped helpdesk build after due diligence surfaced the real scope. Client signed.

Odoo vs Zoho vs custom

Three-way platform evaluation for a UK B2B trading firm. Recommendation: the cheapest option, with caveats in writing.

$48K build, 3-phase diligence

Staged due diligence on a biometric payments build — red flags documented before the client committed.

Services

Three ways in. All of them end with systems your team actually uses.

Systems Audit & Selection

Where your client operations leak time and revenue — and which CRM or helpdesk actually fits. Includes the recommendation to buy nothing, when that's the answer.

—Ops & tooling audit with a written findings memo
—Vendor-neutral CRM / helpdesk shortlist
—Scoping & pricing sanity check on vendor quotes

Implementation & Migration

Zendesk, HubSpot, Zoho, or Odoo — configured around how your firm actually works, with your data moved cleanly and your team trained on day one.

—Ticketing, SLA & pipeline workflow design
—Data migration without losing history
—Team onboarding & adoption checkpoints

Automation & Support

The unglamorous work that compounds: automating handoffs, closing SLA gaps, and keeping the system honest as your firm grows.

—Workflow & handoff automation
—SLA reporting your clients can see
—Ongoing ops reviews, quarterly or monthly

Product — early access

Xolvar — a client lifecycle OS for service firms.

Everything I keep rebuilding for clients — intake, ticketing, SLAs, handoffs — as one opinionated system. Built from the audits, not the other way around.

No launch spam. One email when your invite is ready.

Free download

The CRM & Helpdesk Selection Scorecard for Service Firms

The exact criteria I use in paid evaluations — weighted, opinionated, and vendor-neutral.

About

The advisor behind The Ops Ledger is Muhammed Yaseen Poonawala.

Yaseen has spent the last several years inside the client operations of service firms — evaluating platforms, repricing underscoped builds, and running due diligence on projects from $2.5K helpdesk rollouts to $48K custom builds. He's implemented Zendesk, HubSpot, Zoho, and Odoo in production, which is exactly why he doesn't push any of them.

The rule of the practice is simple: the recommendation has to survive being written down. If a tool, a quote, or a scope can't be defended in a memo the client keeps, it doesn't get recommended.