Courier Hiring CRM
A production CRM that turned courier hiring from spreadsheets-and-chats into one traceable pipeline.
01 · context
Uzum Tezkor is the on-demand delivery arm of Uzum, Uzbekistan's largest tech ecosystem, running 2,000+ active couriers per 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 multiple channels, recruiters called from personal notes, hub check-ins were tribal knowledge, and nobody could answer basic funnel questions — 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. The map surfaced duplicated calls, leads lost between channels, and no single owner for a candidate.
Requirements as the contract
Wrote and maintained the requirements spec as the single source of truth for the dev team. Scope was cut deliberately: lead intake, call workflow, hub check-in, and a dashboard first — everything else waited.
Ship, watch, iterate
Shipped in stages to the actual recruiting team and iterated on their daily complaints instead of a big-bang release. Trade-off: less polish per release, but adoption came from the tool 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, and 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 more than 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 of the “what's the status” meetings.
07 · routine ops
- 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