Enquiry handling
Fictional business: Marlow Interiors, a fit-out studio.
- Incoming task. An enquiry for a kitchen refit arrives through the website form without a budget, asking for 15% off if booked this month.
- Context check. No duplicate in the CRM, the area is served, the budget is missing, and any discount needs the owner’s approval.
- Permitted action. The CRM record is created, Omar is assigned, and the approved acknowledgement asks for a budget range.
- Approval or exception. The discount waits for the owner. Nothing about it is sent until the owner decides; everything else carries on.
- Recorded outcome. Approved: the quote goes out at 15% off. Declined: the standard quote goes out with pre-approved wording, and the enquiry stays open.
- Owner summary. “Today: 8 new enquiries recorded, 5 approved quote follow-ups sent, 2 replies assigned to you,” plus the decision on enquiry 104 and one failed email queued for review.
Client onboarding
Fictional business: Northline Advisory, an accounting firm.
- Incoming task. A new client signs, and an onboarding task opens against the firm’s checklist.
- Context check. The trade licence and passport copies are in the shared folder; the bank statements and VAT certificate are missing.
- Permitted action. The approved document request names exactly the two missing items, with a reminder set for two working days.
- Approval or exception. The client asks to start before sending statements. Starting on an incomplete checklist needs a partner to agree, so the assistant asks.
- Recorded outcome. Approved: the job is marked ready, with the missing documents noted and the reminder kept on. Declined: the client gets the approved reply that work starts once the checklist is complete.
- Owner summary. Onboardings in progress, documents received, requests sent, and where the early-start request landed.
Supplier follow-up
Fictional business: Saffron & Salt, a group of three cafes.
- Incoming task. A packaging delivery due Sunday has no supplier confirmation two days before it is due.
- Context check. Cup stock covers about four days, so a late delivery matters from Tuesday.
- Permitted action. The approved chase goes out. The supplier replies: Wednesday, as a split delivery with a 6% charge.
- Approval or exception. The order was placed at a fixed price, so any change to price or date waits for the owner.
- Recorded outcome. Approved: the new terms are confirmed, the tracker updated and Hana in operations told to expect Wednesday. Declined: the supplier is asked to keep the original terms, and Hana is flagged to line up another source.
- Owner summary. Open orders checked, suppliers chased, and the decision on the late delivery.