Courier Hiring CRM
A production CRM that turned courier hiring from spreadsheets-and-chats into one traceable pipeline.
- lead
- call
- hub check-in
- verification
- equipment
01 · context
Uzum Tezkor is the on-demand delivery arm of Uzum, Uzbekistan's largest tech ecosystem, running 5,000+ active couriers a day in Tashkent. Couriers churn, the city grows, and the hiring funnel never stops.
I own the internal systems for the whole courier lifecycle — hiring → verification → equipment rental — sitting between business and engineering.
02 · problem
Courier onboarding lived across spreadsheets and chat threads. Leads arrived from several channels, recruiters called from personal notes, hub check-ins were tribal knowledge, and nobody could answer the basic funnel question — where do candidates drop off, and why?
For an operation that needs a constant inflow of couriers, hiring was a black box.
03 · process
Discovery with every role in the funnel
Sat with recruiters, team leads and hub admins to map the real flow, not the imagined one. It surfaced duplicated calls, leads lost between channels, and no owner for a candidate.
Requirements as the contract
The requirements spec was the dev team's single source of truth, and stayed maintained. Scope was cut deliberately: lead intake, call workflow, hub check-in, dashboard — everything else waited.
Ship, watch, iterate
Shipped in stages to the live recruiting team and iterated on their daily complaints. Trade-off: less polish per release, but adoption came from matching how people already worked.
Adoption as a project goal
A CRM nobody opens is a failed project. Trained the team, killed the parallel spreadsheets, made the dashboard the place where hiring status gets asked and answered.
04 · solution
A hiring CRM in daily production use — the system of record for courier recruitment, coordinated with engineering, product, and ops.
- Lead intake from all acquisition channels into one queue
- Call workflows for recruiters — statuses, outcomes, callbacks
- Hub check-in flow for candidates arriving on site
- Verification and equipment steps linked to the same candidate record
- Analytics dashboard on top — the hiring funnel, visible
05 · results
In practice
- Hiring stopped being a black box: funnel stages are visible and askable.
- Candidate ownership is explicit — no more leads lost between chats.
- The dashboard became the default answer to “how is hiring going?”
06 · learnings
- Internal tools compete with habit, not with other tools — killing the old spreadsheet needed its own line in the launch plan.
- Cutting scope to the funnel's painful core beat building a “complete” CRM nobody asked for.
- A maintained requirements doc quietly kills most “what's the status” meetings.
07 · day-to-day
- SQL queries on operational data to size problems before committing engineering time
- Weekly syncs with recruiting ops, team leads, and engineering
- Incident triage when the funnel stalls — from lead source to hub
- Courier-facing landing pages and comms for the direction's announcements