Solutions
Customer operations: customers fall through the gaps between stages
A customer doesn't see your booking tool, your job system and your review app. They see one business that either remembers them or doesn't. Each system in this family owns one handoff, from the first request to the next visit, and they share one customer record, so nothing about the customer gets lost on the way round.
Eight systems, by where they sit in the loop
Start with the stage where your customers most often get lost. Each system works on its own and gets better alongside the others.
Before the visit
During and after
Where customers fall through
Each of these is a handoff between two stages. Each has an owner in this family.
HandoffWhat goes wrongWho owns it
Channel → requestThe same customer calls and fills in the form, and becomes two jobsIntake
Request → bookingThe time they asked for is mistaken for a time you promisedScheduling
Booking → visitThe appointment moves, and the old reminder still goes outCommunication Orchestration
Visit → follow-upSomething isn't right afterwards, and nobody owns the call backSupport Operations
Paid → reviewThey're asked at the wrong moment, or not at allReview & Referral
Last visit → nextThey forget the service is due, and so do youReactivation
Find where your customers get lost
Tell us how a customer moves from first request to repeat visit today. We'll show you which handoff to fix first.