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.
Founder & Managing Director · Kewl Consulting Inc.
Diana Llorente
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.
Vancouver, British Columbia
- FoundedKewl Consulting, 2001
- Based inVancouver, serving Canada and the US
- FocusProcess, automation and AI agents
Since 2001
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.
- 2001–2010Foundations and growth
- 2011–2020Full-stack expansion
- 2021–2023Two decades in
- 2024 onwardThe agentic CRM era
01 Approach
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.
Systematize
Map how the work really happens, then give it one home, one owner and one definition of done.
Automate
Let the steps that repeat run themselves: routing, reminders, hand-offs and data entry.
Augment
Put AI agents on the work that needs reading, drafting or triage, with a person deciding what goes out.
Multiply
The same people cover more ground, and spend their time on the decisions only they can make.
02 Innovation
Innovation as a discipline
New technology arrives every year. What turns it into capacity is a way of deciding what to change, in what order, and who owns it.
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.
03 Method
Five stages, every engagement
Kewl Consulting works by one method. Each stage ends with something the client can hold, and a decision both sides agree to.
Discovery
Understand the work before choosing the solution. Align on goals, map real workflows and identify the gaps holding your team back.
You receiveProcess map and baseline
Design
Draw the blueprint before anything is built. Define the process, user experience, data, integrations and measures of success.
You receiveSolution blueprint and delivery plan
Develop
Build in manageable increments. Configure, code and test against real scenarios, with regular feedback from the people who will use it.
You receiveWorking increments and test results
Deploy
Launch with people and operations ready. Validate data, train users, confirm ownership and support the transition into live work.
You receiveValidated migration and readiness checklist
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 receiveOngoing delivery, adoption reviews and a prioritized improvement backlog
04 Career
A career spent systematizing the work
From a marketing department that needed one view of its customers to a firm that puts AI agents to work alongside people: the same idea, at a larger scale each decade.
Before KewlThe insight
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.
2001The firm
Founding Kewl Consulting
She founded Kewl Consulting in Vancouver to help organizations systematize their sales pipelines.
2001–2010Systematize
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.
2011–2020Automate
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.
2021–2023Integrate
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 onwardMultiply
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.
05 Quick answers
Diana Llorente, in brief
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.
07 Contact
Start with a conversation
Bring the work that should be running itself: the process nobody owns, the steps your team repeats every day, or the AI project that hasn’t earned its place yet.
- Canada+1 (604) 261‑3188
- USA toll-free+1 (888) 811‑9393
Monday to Friday, 8:00–17:00 Pacific. Enquiries go through Kewl Consulting’s contact page and are read by a principal.