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In the video, Galen, a web designer, shares his experience of enhancing his business efficiency through templates and automations. He emphasizes the importance of using a Client Relationship Management (CRM) tool, revealing that he initially hesitated to adopt one, thinking his business wasn't established enough. Reflecting on his past, he recognizes that lacking the right tools hindered his growth. Galen advocates that every service provider should utilize a CRM to effectively manage daily operations. He highlights his use of HoneyBook, which he credits for transforming his business, and introduces the topic of creating proposals efficiently.