Practical workflows we design, build, and manage for Australian SMEs. Each solution is tailored to your tools and processes.
Enquiries come from multiple channels (website, email, phone) and nothing captures or routes them consistently.
Trigger: New enquiry arrives → Actions: Log in CRM with source tracking, assign to correct team member based on rules, send instant acknowledgment to customer → Escalation: Alert manager if unactioned after 30 minutes.
We monitor response times and fix routing rules when team changes. Monthly reports show speed-to-lead metrics.
Customers call outside hours or during busy periods and never receive a callback.
Trigger: Missed call detected → Actions: Log contact details, send SMS "We missed you, we will call back soon", create follow-up task, escalate if not completed within 2 hours → Escalation: Supervisor notified.
We track missed-call conversion rates and adjust follow-up timing to maximize callback success.
Quotes are sent but nobody chases them. Opportunities go cold.
Trigger: Quote sent → Actions: Day 3: "Just checking in" email, Day 7: "Any questions?" message, Day 14: "Last chance" with expiry reminder → Escalation: After 14 days, mark as lost unless customer responds.
We monitor open rates and response patterns, adjusting timing and messaging to improve conversion.
Customers forget appointments or reschedule last-minute without notice.
Trigger: Appointment booked → Actions: Instant confirmation email/SMS, reminder 24 hours before, reminder 2 hours before, easy reschedule link → Escalation: No-show logged and follow-up sequence triggered.
We track no-show rates and optimize reminder timing. Rescheduling patterns inform capacity planning.
Customers miss appointments and never rebook. Revenue is lost.
Trigger: Appointment no-show → Actions: Same-day "Sorry we missed you" message, offer easy rebooking link, follow-up in 3 days if no response → Escalation: After 7 days, mark as inactive.
We measure recovery rates and test different messaging approaches to maximize rebookings.
Invoices sit unpaid. Staff forget to chase or feel awkward doing it.
Trigger: Invoice overdue → Actions: Day 7: Friendly reminder, Day 14: Second reminder with "please confirm receipt", Day 21: Escalation to manager for personal follow-up → Escalation: Stops when paid, resumes if payment bounces.
We monitor days-sales-outstanding (DSO) and adjust reminder cadence to improve cashflow without damaging relationships.
Customers ask "Where is my order?" or "When will you arrive?" because they do not receive proactive updates.
Trigger: Job/order status changes → Actions: Instant notification to customer with plain-English update and expected next step → Escalation: If delivery delayed beyond threshold, manager notified to call customer personally.
We track update frequency and customer satisfaction, refining messaging to reduce inbound support queries.
Great service is delivered but reviews are never requested, leaving online reputation stagnant.
Trigger: Job completed + payment received → Actions: Wait 2 days, send personalized review request with direct links to Google/Facebook → Escalation: If negative sentiment detected in reply, alert manager before review goes public.
We measure review volume and response rates, testing timing and messaging to maximize positive reviews.
Past customers disappear. Nobody reaches out to bring them back.
Trigger: Customer inactive for 90 days → Actions: "We miss you" email with special offer or seasonal reminder, follow-up in 14 days if opened but no response → Escalation: After 180 days, move to inactive list.
We monitor reactivation rates and test different offers to maximize customer lifetime value.
Jobs move between team members and things get missed. No consistent handoff process.
Trigger: Job status changes from sales to delivery → Actions: Generate checklist, notify next team member, ensure all required info is present → Escalation: If checklist incomplete after 24 hours, alert supervisor.
We track handoff completion rates and identify bottlenecks that slow job progression.
Tasks sit in the system but nobody follows up. Work falls through cracks.
Trigger: Task overdue by X hours/days → Actions: Reminder to assignee, escalate to manager if still incomplete after threshold → Escalation: Daily escalation emails until resolved.
We monitor task completion patterns and adjust escalation thresholds to reduce overdue backlogs.
New clients or jobs require documents but collection is manual and slow.
Trigger: New client signed → Actions: Send document request email with secure upload link, remind every 3 days until complete → Escalation: After 9 days, alert account manager to call directly.
We track completion times and identify which documents cause delays, streamlining the collection process.
These are just examples. We design custom workflows for your specific situation. Book an Ops Audit and we'll map out what makes sense for your business.
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