01 / THE CHALLENGE
The operational challenge.
A service business receives enquiries in several inboxes. Staff copy details into a CRM, chase documents and create projects by hand. Each handoff creates another opportunity to lose context.
02 / THE APPROACH
The proposed delivery approach.
- Map the process from enquiry to active engagement, including duplicate submissions, missing documents and approval steps.
- Assign a stable record identifier, validate inputs and connect the website to the CRM with duplicate protection and recoverable retries.
- Create document requests and project tasks only after the required engagement approval. Keep the source records and status visible to authorised staff.
- Route failed connections and stalled tasks to an exception queue. Test the complete journey and document the owner and recovery procedure.
03 / INTENDED OUTCOME
The target operating model.
The intended result is one traceable onboarding workflow: fewer repeated entries, visible responsibilities and a documented route for resolving exceptions.
04 / WHAT TO MEASURE
Define success before the build.
- Time from enquiry to assignment
- Repeated data entry per engagement
- Missing-document follow-up effort
- Exceptions requiring manual intervention
For a live engagement, agree baselines and targets before implementation.