Platform Orchestration Lifecycle¶

This document outlines the end-to-end CRM workflow for Pebble Orchestrator, based on the coordinated lead-to-enquiry lifecycle.

1. Workflow Architecture¶

The CRM manages the lifecycle from Pre-Lead identification through to Enquiry conversion, categorized by interaction states.

Logic Flow¶

flowchart TD
    %% Initial Sources
    SRC[PRE LEAD SOURCE] --> CP[CAMPAIGN]
    SRC --> DB[DATABASE]
    SRC --> EML[EMAIL]

    %% Campaign Logic
    CP -->|Email| EC[Email Campaign]
    CP -->|Product| PC[Product Campaign]
    CP -->|Industry| IC[Industry Campaign]

    EC --> ASE[Auto-send Mass Email]
    PC --> TEL[Telephonic]
    PC --> FV[Field Visit]

    %% Database Logic
    DB --> OLD{Old Customer?}
    OLD -->|Yes| QUALIF[QUALIFIED]
    OLD -->|No| VALIID[VALIDATION]

    %% Validation & Triage
    EML --> VALIID
    VALIID --> NEWC[New Customer Identified]
    NEWC -->|Validate CIN/PAN| CONT[CONTACTED]

    %% Contact States
    TEL & FV --> CONT
    TEL & FV --> NCONT[NOT CONTACTED]

    %% Qualification
    NCONT --> CIF[CONTACT IN FUTURE]
    CIF --> ATDB[Add to Database]

    CONT --> QUALIF
    CONT --> NQUALIF[NOT QUALIFIED]

    %% Outcomes & Conversion
    QUALIF -->|Convert| SL[Sales Team: Standard]
    QUALIF -->|High Strategic/Spec| BD[Business Development]
    SL -->|Qualifies Further| BD

    QUALIF -->|Convert| ENQ[Convert to Enquiry Screen]

    %% Terminal States
    NQUALIF --> JNK[JUNK]
    NQUALIF --> FK[FAKE]
    NQUALIF --> BAR[BARRED]
    NQUALIF --> DROP[Drop Go for Approval]

    %% Timeout Logic
    ENQ & QUALIF -->|Inactivity > 45 Days| DROP

    %% Enquiry Stages
    ENQ --> PE[Pending Enquiry]
    ENQ --> PSPEC[Pending for Specification]
    ENQ --> PRFQ[Pending for supplier rate / RFQ]
    ENQ --> MKQ[Make Quote]
    ENQ --> LP[Long Pendancy]

    %% Outcomes
    MKQ --> CONV_BD[Convert to BD]
    MKQ --> CONV_QTN[Convert to Quotation/Deal Screen]
    QUALIF --> ADDDB[ADD TO DATABASE]

    %% Styling
    style CIF fill:#ffff00,stroke:#333,stroke-width:2px; %% Yellow: Followup
    style QUALIF fill:#00ff00,stroke:#333,stroke-width:2px; %% Green: Default
    style PE fill:#00ff00,stroke:#333,stroke-width:2px; %% Green: Default
    style JNK fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final
    style FK fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final
    style DROP fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final
    style NQUALIF fill:#00ffff,stroke:#333,stroke-width:2px; %% Blue: Final

2. Stage Definitions¶

Interaction Status (Scale)¶

2.1 Pre-Lead Sources¶

• Campaign: Automated or manual outreach targeting specific industries or products.
• Database: Re-engaging existing customers (direct to Qualified) or validating new ones.
• Email: Direct inbound enquiries requiring validation.

2.2 Validation & Triage¶

For any new customer identified, the system triggers: 1. Automated Validation: CIN, PAN, and GST verification via MCA/GST APIs. 2. Contact Attempts: Telephonic or field visits log the "Contacted" or "Not Contacted" status.

2.3 Qualification & Conversion (The Sales vs. BD Funnel)¶

Qualified leads follow distinct paths based on complexity and potential:

• Marketing Team: Acts as the initial filter, validating pre-leads via CIN/GST/Identity checks.
• Sales Team: Manages standard product requirements and recurring replenishment cycles.
• Business Development (BD): Handles specialized product requirements, long-term strategic contracts, and high-value leads handed over by the Sales team.
• Qualification Parameters: Handover/Conversion requires validation of Budget, Timeline, Feasibility, and Customer Rating.

2.4 Inactivity & The 45-Day Rule¶

To maintain pipeline hygiene, any lead or enquiry showing no progress (no status updates or activity logs) for 45 days is automatically flagged for Drop Approval. - Extension: Users can request a time extension with a recorded business justification.

3. Enquiry Management¶

Once converted to an Enquiry, the record enters the Enquiry Pipeline with specific sub-statuses to track technical and administrative dependencies:

[!NOTE] Parallel Processing: Multiple "Pending" statuses can run concurrently (e.g., Sample and VQ docs requested together).

4. Operational Engines¶

[!IMPORTANT] POC Core: The Email Orchestration and Visual Kanban engines form the tactical base of Phase 0, providing the "The Control Plane" for all incoming business signals.

The Lifecycle Orchestrator connects specialized functional engines to execute business logic across the group.

5. Automation Targets (Pebble IQ)¶

The AI layer enhances this workflow via: - Auto-send Mass Email: AI selects relevant content based on Campaign Type. - Auto-Qualified Recognition: Identifying "Old Customers" from the Database to bypass validation. - Sentiment Triage: Marking "Junk" or "Fake" enquiries automatically with high confidence scores.

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