Sales
From a stranger's first message to the deal landing with a named person.
Lead capture
- Starts with
- A message on WhatsApp, Instagram, the site form, or a missed call.
- Decides
- New customer or returning? Which product are they asking about?
- Does
- One record is created with the channel, the message and the time. Nothing is retyped.
- You approve
- An unclear source is checked with you before it is assigned.
Quote
- Starts with
- A lead with a product and a quantity.
- Decides
- Price, discount and validity read from your own rules.
- Does
- A numbered quote goes out in the same conversation.
- You approve
- Any discount past your ceiling reaches you before it goes out.
Stalled-deal follow-up
- Starts with
- A deal sitting in one stage longer than you allow.
- Decides
- Still thinking, or effectively gone?
- Does
- One short nudge on the same channel. Twice at most, then it stops.
- You approve
- Muting follow-up for any customer is one click.
Rep handoff
- Starts with
- A lead that has become serious.
- Decides
- Which rep, by current load and territory, not turn-taking.
- Does
- The whole conversation moves with the file; the customer never repeats themselves.
- You approve
- Handoff is reversible and every change is recorded.
Phone
The calls that used to go unanswered, or needed someone sitting on them.
Answering calls
- Starts with
- Any call, any hour, including after you close.
- Decides
- What does the caller want, and does one plain answer settle it?
- Does
- The operator picks up, answers or takes the details, and logs the call.
- You approve
- Anything it cannot handle is transferred or escalated to you on the spot.
Booking by phone
- Starts with
- A caller who wants a slot or an appointment.
- Decides
- Which times are genuinely free, allowing for closures and gaps between jobs?
- Does
- A slot is offered, booked, and reminders are armed for both sides.
- You approve
- You set capacity and hours; the system never books outside them.
Routing calls
- Starts with
- A call meant for one person or one team.
- Decides
- What is it about, and who is actually available right now?
- Does
- It transfers; if nobody answers, the message and number are logged and flagged.
- You approve
- You define the routing order and can change it at any time.
Call notes
- Starts with
- The end of every call.
- Decides
- What from this call is worth keeping?
- Does
- A summary, the number and the outcome land in the customer file, searchable.
- You approve
- The full transcript stays available to you, not just the summary.
Support
Every request that arrives after the sale, until it is closed.
Ticket triage
- Starts with
- Any message reaching support.
- Decides
- What is it, how urgent, do we have an approved answer?
- Does
- The request enters the right queue, tagged and prioritised.
- You approve
- A wrong call is fixed in one click, and the system learns.
First reply
- Starts with
- A request whose subject is known.
- Decides
- The answer comes from your approved material, not thin air.
- Does
- Sent on the same channel, any hour of the day.
- You approve
- An answer the system is unsure of is not sent at all.
Escalation
- Starts with
- A request the automatic answer did not solve, or a sensitive one.
- Decides
- Which specialist, by subject and who is actually there.
- Does
- The full history moves along; the customer never retells the story.
- You approve
- The customer is informed their case has reached a specialist.
Post-resolution survey
- Starts with
- A support case being closed.
- Decides
- Only genuinely resolved cases are asked.
- Does
- One short question; the answer sticks to the case.
- You approve
- A low score reaches you that moment, not month-end.
Operations
Everything after the order is taken; the part that usually lives in someone's head.
Order intake
- Starts with
- A confirmed order from any channel.
- Decides
- Are the items, address and payment complete?
- Does
- The order joins one queue, with an id, where everyone can see it.
- You approve
- An incomplete order is not rejected; it waits for you in review.
Stock check
- Starts with
- Every new order, plus one daily sweep.
- Decides
- Real stock minus what has been promised; not just the warehouse number.
- Does
- A line running low is reported to purchasing before it hits zero.
- You approve
- A purchase order is never raised automatically. Only proposed.
Dispatch scheduling
- Starts with
- An order or job that is ready to go.
- Decides
- Who, where, and with how much capacity left today?
- Does
- The slot reaches the customer and the technician, in both calendars.
- You approve
- A manual reshuffle always wins.
Response-time watch
- Starts with
- Every open case, continuously.
- Decides
- How long to the promised deadline, holidays counted?
- Does
- A case at risk surfaces before it is late, not after.
- You approve
- You set the deadlines; the system just guards them.
Finance
Where money comes in, where it gets stuck, and when to chase it.
Invoice issue
- Starts with
- An order delivered or a job done.
- Decides
- Tax, discount and terms per the contract.
- Does
- Numbered, sent, and written to the books.
- You approve
- An unusual invoice is approved before it leaves.
Payment matching
- Starts with
- Any bank or gateway entry.
- Decides
- Which open invoice do the amount, date and reference fit?
- Does
- Matches settle; misfits wait on a review list rather than being forced.
- You approve
- No financial record closes without a definite match.
Receivables follow-up
- Starts with
- An invoice past its due date.
- Decides
- What tone, what interval? This customer's history says.
- Does
- Reminders step up gradually; every reply sticks to the file.
- You approve
- One word from you stops it; anything serious reaches you first.
Supplier payout
- Starts with
- An approved supplier invoice.
- Decides
- Do the purchase order, goods receipt and invoice agree?
- Does
- The payment queues with all its paperwork attached.
- You approve
- A payment never executes on its own. Final approval always rests with a person.
Loyalty
The customer who bought once and quietly disappeared.
Automatic membership
- Starts with
- A new customer’s first purchase or first call.
- Decides
- Is this number already in the club, or new?
- Does
- A membership record opens and the customer gets the welcome and the terms.
- You approve
- You write the welcome message and the terms.
Points and rewards
- Starts with
- Every logged purchase.
- Decides
- What is this purchase worth, and has the customer reached the next tier?
- Does
- Points are added and announced; a reward that has landed waits to be used.
- You approve
- You set the point rules and the discount ceiling.
Winning back quiet customers
- Starts with
- A customer who has gone longer than usual without buying.
- Decides
- What was this customer’s own pattern; are they late, or always like this?
- Does
- One short message tied to their last purchase. Twice at most, then it stops.
- You approve
- Any customer can be taken off this list with one click.
Occasion offers
- Starts with
- Dates you define, from a customer’s birthday to calendar occasions.
- Decides
- Does this offer suit this customer, or is it just one more message?
- Does
- An occasion message goes out with an offer that fits their buying history.
- You approve
- No group message is ever sent without your approval.
Marketing
Getting the right message to someone who has bought from you before.
Customer segments
- Starts with
- Any change in buying behaviour or status.
- Decides
- Groups computed from real behaviour, not a hand-kept list.
- Does
- Segments stay current, ready for any campaign.
- You approve
- Every group can be reviewed and edited before use.
Campaign send
- Starts with
- A scheduled slot, or an event like a birthday or repeat purchase.
- Decides
- How many messages has this person had lately? Nobody gets worn out.
- Does
- Sent on the channel that person actually answers.
- You approve
- No campaign reaches a list without your approval.
Publishing queue
- Starts with
- Content marked ready.
- Decides
- The best hour, from when your audience is really active.
- Does
- Published to the set channels; each post's result recorded.
- You approve
- Writing and sign-off stay yours; the system only publishes.
Channel results
- Starts with
- Any sale whose path can be traced.
- Decides
- Credit follows the customer's real journey, not the last click.
- Does
- Cost and result per channel, side by side.
- You approve
- A channel without enough data reads unknown, never zero.
SEO
Being found by the person searching for what you sell, right now.
Technical audit
- Starts with
- Every time a new build of the site ships.
- Decides
- Which faults are keeping pages out of the results?
- Does
- A ranked list of faults is produced and handed to the fix queue.
- You approve
- You approve the significant fixes before they ship.
Keywords and rivals
- Starts with
- Monthly, across the categories that actually sell.
- Decides
- What words do people use to look for this?
- Does
- The term list is refreshed with volume estimates and rival positions.
- You approve
- You pick the target terms.
Page optimisation
- Starts with
- A product page is added or edited.
- Decides
- Do the title, description and body match the target term?
- Does
- Suggested titles and descriptions are drafted and queued.
- You approve
- Nothing publishes until you approve the text.
Ranking report
- Starts with
- Weekly, at a fixed hour.
- Decides
- Which terms moved up, and which slipped?
- Does
- A report on rank movement and inbound traffic is sent to you.
- You approve
- What to do about a slipped page is your call.
Content
The page that has to be filled every week and is always behind.
Content calendar
- Starts with
- The start of whatever cycle you have defined.
- Decides
- What needs saying this cycle, and on which channel?
- Does
- A calendar with a topic and a date per post is built and shared with the team.
- You approve
- You approve the topics; the calendar does not run unapproved.
Drafting
- Starts with
- Every approved topic on the calendar.
- Decides
- Tone, length and format, from the channel and from what has worked before.
- Does
- Copy and an image suggestion are prepared and queued for review.
- You approve
- Nothing is published without you reading and approving it.
Scheduled publishing
- Starts with
- Approved content whose slot has arrived.
- Decides
- The best hour for this channel, from your own audience’s behaviour.
- Does
- The post goes out on the hour and its link is recorded.
- You approve
- Up to the moment it publishes you can stop it or move the date.
Performance report
- Starts with
- The end of each publishing cycle.
- Decides
- Which topics actually got seen, and which did not?
- Does
- A short summary per channel, with a suggestion for the next cycle.
- You approve
- A suggestion, not a decision; you close the next calendar.
Reporting
Turning what got recorded into something a decision can rest on.
Daily brief
- Starts with
- One fixed hour, every working day.
- Decides
- What actually changed since yesterday?
- Does
- A short summary lands where the team already reads.
- You approve
- You define what it covers and who gets it.
Deviation alert
- Starts with
- Any number the system tracks continuously.
- Decides
- Is this normal for this weekday, this season?
- Does
- The odd one out is reported with context: what, how far, since when.
- You approve
- Nothing is auto-corrected. You get the news; you decide.
Demand forecast
- Starts with
- The close of any period you define.
- Decides
- Past trend, season and calendar events read together.
- Does
- A range with its margin of error; never one confident number.
- You approve
- Every forecast is labelled an estimate, source data in view.
Management pack
- Starts with
- Month end, or whatever period you run.
- Decides
- Which handful of numbers matter this period?
- Does
- A presentable document, every figure traceable.
- You approve
- It reaches you before anyone else.
