CLIENT OPERATIONS
Enquiries and qualification
Bring enquiries into a managed flow with a clear need, an owner and a next action.
Discuss the task ↗A situation worth changing
A client sends a chat message, follows up by email, and a manager creates another record. The team sees three enquiries instead of one need. Design intake rules across your existing channels.
Intake and assignment rules
- Define the minimum information for a useful first response.
- Link repeat enquiries to the client and current work.
- Configure assignment, delegation and waiting-time checks.
- Distinguish receipt from acceptance of a request.
Discovery defines scope, required products and acceptance criteria. Every configuration must serve a specific working scenario.
Our approach
From the question to a decision.
- 01
Trace the client journey
Trace an actual enquiry through to its outcome. Record delays and repeated questions.
Current journey map - 02
Agree the rules
Define data, owners, transition criteria and exceptions. Choose the first implementation scenario.
Operating model and pilot scope - 03
Test the scenario
Configure the solution and test normal and difficult cases with the team.
Acceptance record - 04
Put it into daily use
Train by role, prepare support and compare agreed measures before and after launch.
Training and improvement plan