# Diana Llorente Founder & Managing Director, Kewl Consulting Inc. · Vancouver, British Columbia **Systematize the work. Automate what repeats. Let one person work like many.** Diana founded Kewl Consulting in Vancouver in 2001. She builds the systems that let mid-market leadership teams do more with the people they have: processes that hold the work together, automation for what repeats, and AI agents for the steps they suit. ## Twenty-five years leading the firm she founded Diana has run Kewl Consulting since she started it in Vancouver in 2001. The firm has been through four eras since then, each built on the one before, with the same founder at the head of it: - **2001–2010:** Foundations and growth - **2011–2020:** Full-stack expansion - **2021–2023:** Two decades in - **2024 onward:** The agentic CRM era ## One person, working like many Diana founded Kewl Consulting in Vancouver in 2001, after a stint as a VP of Marketing where putting the customer data in one place changed what her team could sell against. It became the firm’s thesis, and it still is: > Most companies are not short of effort. They are short of a system that holds the effort together. Her approach starts with the system, not the software. Map how the work really happens, give it one home and one owner, automate the steps that repeat, and place AI agents where they suit the work, with people deciding which. The aim is capacity, not headcount: a lean team working with the reach of a much larger one. 1. **Systematize.** Map how the work really happens, then give it one home, one owner and one definition of done. 2. **Automate.** Let the steps that repeat run themselves: routing, reminders, hand-offs and data entry. 3. **Augment.** Put AI agents on the work that needs reading, drafting or triage, with a person deciding what goes out. 4. **Multiply.** The same people cover more ground, and spend their time on the decisions only they can make. ## Innovation as a discipline - **Systematize before you automate.** Automating a process nobody has agreed on only makes the disagreement faster. The work is mapped, owned and agreed first; the technology comes second. - **Configure, build or leave alone.** Every platform release moves the line between what can be configured and what has to be built. Innovating well means making that call on purpose, before anyone writes code. - **Machines for the repeatable, people for judgment.** People and automation each take the steps they are suited to, and the people decide which. That is how one person starts to work like many. - **Adoption is the result.** A system is worth what people actually do in it. Getting people to work differently, and building a process that survives contact with them, is the real work. ## Method: five stages, every engagement 01. **Discovery.** Understand the work before choosing the solution. Align on goals, map real workflows and identify the gaps holding your team back. *You receive:* Process map and baseline. 02. **Design.** Draw the blueprint before anything is built. Define the process, user experience, data, integrations and measures of success. *You receive:* Solution blueprint and delivery plan. 03. **Develop.** Build in manageable increments. Configure, code and test against real scenarios, with regular feedback from the people who will use it. *You receive:* Working increments and test results. 04. **Deploy.** Launch with people and operations ready. Validate data, train users, confirm ownership and support the transition into live work. *You receive:* Validated migration and readiness checklist. 05. **Continuous improvement.** The work does not stop at go-live. Everyday delivery — fixes, changes and small improvements — runs alongside regular reviews of adoption, reliability and performance. *You receive:* Ongoing delivery, adoption reviews and a prioritized improvement backlog. ## Career - **Before Kewl: Marketing leadership.** As a VP of Marketing, Diana put the customer data in one place, and it changed what her team could sell against. The lesson outlasted the role: the system mattered more than the software. - **2001: Founding Kewl Consulting.** She founded Kewl Consulting in Vancouver to help organizations systematize their sales pipelines. - **2001–2010: Building the practice.** A decade of pipeline implementations for mid-sized companies: getting customer data out of spreadsheets and shared inboxes and into one system the sales team would actually use. - **2011–2020: From configuring to building.** The firm added custom development and telephony integration, and began rebuilding clients’ processes inside the CRM instead of around it. In 2020 Kewl listed its first product, the Outlook Connector, on the Creatio Marketplace. - **2021–2023: Beyond any one platform.** The practice grew past the point where any one system was the default answer, and the Outlook Connector became the product it still is, built because the same integration kept coming up in client work. - **2024 onward: The agentic era.** Diana is taking Kewl from recording work to sharing it: processes where people and automation each take the steps they suit, with the people deciding which. ## Quick answers ### Who is Diana Llorente? Diana Llorente is the founder and managing director of Kewl Consulting Inc., the Vancouver firm she started in 2001 after a stint as a VP of Marketing. Her work centres on systematizing how organizations run, automating what repeats, and putting AI agents to work alongside people. ### How long has Diana Llorente led Kewl Consulting? Since she founded it in 2001: 25 years. Over that time the firm has moved through 4 eras, from foundations and growth to the agentic CRM era, with Diana at the head of it throughout. ### What does “one person working like many” mean? It is the aim of her approach: capacity, not headcount. When the work is mapped, owned and running in one system, the repeatable steps can be automated and AI agents can take on reading, drafting and triage, so a lean team works with the reach of a much larger one, while people keep the decisions only they can make. ### How does Kewl Consulting run an engagement? By one five-stage method: Discovery, Design, Develop, Deploy and Continuous improvement. Each stage ends with something the client can hold, and a decision both sides agree to. ### Where is Kewl Consulting based, and who does it work with? Kewl Consulting Inc. is based in Vancouver, British Columbia, and works with leadership teams at mid-market companies in Canada and the US, on CRM, process automation and AI agents. ### How do I start a conversation? Use the contact page on kewlconsulting.com, or call +1 (604) 261-3188 in Canada or +1 (888) 811-9393 toll-free in the US, Monday to Friday, 8:00–17:00 Pacific. A principal reads every enquiry. ### Is there a press kit? Yes. The press page has a short and a full biography, headshots for web and print, and a fact sheet. ## Contact Talk about your project: https://kewlconsulting.com/contact/ - Canada: +1 (604) 261-3188 - USA toll-free: +1 (888) 811-9393 - Hours: Monday to Friday, 8:00–17:00 Pacific Source: https://www.dianallorente.com/