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Product Spec: Follow-up & Communication Engine

Goal: To ensure "No Lead Left Behind" by automating persistence, unifying communication logs, and intelligently balancing workload across the sales team.

1. Overview & Business Value

In high-volume distribution, persistence wins deals. A manual follow-up process is prone to human error, forgetfulness, and procrastination. This engine automates the "drudgery" of follow-ups while enforcing strict accountability for human interactions (calls).

Core Philosophy

  1. Unified Log: If it isn't logged (Call, Email, WhatsApp), it didn't happen.
  2. Smart Persistence: Don't just spam; follow up based on Lead Priority and Market Trend.
  3. Zero-Drop Policy: If an employee is absent, their leads must shift to someone else.
  4. Structured Feedback: No free-text "Customer not interested". Use fixed categories for analytics.

2. Functional Requirements

2.1 The Smart Sequencer (Auto-Pilot)

Automated sequences run on Enquiries and Quotations.

  • Trigger Logic:
    • High Priority (Hot Lead): Frequency = Every 2 Days (Call -> Email -> WhatsApp).
    • Medium Priority: Frequency = Every 4 Days.
    • Low Priority: Frequency = Every 7 Days.
  • Trending Logic (x + 40):
    • If the market trend for a product is UP (+40), increase follow-up frequency to Daily (FOMO strategy).
    • If trend is DOWN, reduce frequency to avoid annoyance.
  • Volume Brake:
    • If Active Enquiries == Sales Target, pause low-priority automated follow-ups to prevent overwhelming the rep.
  • Terminal State:
    • Stop Condition: Any Customer Response (Email Reply, WhatsApp Msg, Call > 30s) immediately PAUSES the sequence.

2.2 Communication Checklist & Templates

Standardized templates ensure quality and speed.

  • Checklist Mode: Reps select specific intent to generate the template.
    • [ ] Spec Follow-up → Triggers "Did the datasheet meet your specs?" template.
    • [ ] Sample Result → Triggers "Lab results feedback" template.
    • [ ] Quotation (QTN) → Triggers "Price validity warning" template.
    • [ ] Vendor Qual (VQ) → Triggers "KYC/Docs submission" template.
  • GMP Records: Special template class for Pharma clients requiring "Good Manufacturing Practice" audit trails.

2.3 Dialer & Telephony Integration

Deep integration with Cloud Telephony (Exotel/Knowlarity).

  • Click-to-Call:
    • One-click dialing from the Kanban card.
    • Masking: Customer sees the unified office number, not the rep's mobile.
  • Auto-Logging:
    • Detailed log: Caller, Receiver, Time, Duration, Recording_URL.
    • Missed Call Handling:
      • If a customer call is Missed, mapped immediately to their Enquiry ID.
      • Auto-Response: System sends SMS/WhatsApp: "Sorry we missed you. Share your query here."
      • Task: Creates a "Callback High Priority" task for the rep.

2.4 Response & Feedback Categorization

Enforce structured data entry after every interaction.

  • Fixed Categories:
    • No Response
    • No Requirement
    • Price High (Triggers "Negotiated Price" field capture)
    • Bought Competitor (Triggers "Competitor Name" field)
    • Deferred (Triggers "Next Date" picker)
  • Mandatory Comments: Rep cannot close the task without a comment explaining the category selection.

3. Workload Balancing & Escalation

3.1 Absenteeism Protocol

Ensures continuity when staff are unavailable. - Trigger: If Rep login not detected by 11:30 AM. - Action: - Identify all High Priority follow-ups due Today. - Auto-Shift: Reassign ownership to Backup_User. - Notify: Alert Manager and Backup User.

3.2 Escalation Matrix

  • Stalled High-Value: If Value > 50k AND No Contact > 5 Days:
    • Shift Task to Team Lead or Manager.
  • Unresponsive Rep: If customer calls > 3 times with no answer:
    • Shift Lead to Another Rep.

4. Reports & Analytics Dashboard

4.1 Daily "To-Do" View

  • Dashboard Widget: "Today's Calls" (List of 20-30 numbers).
  • Missed Call List: Red alert list at the top.

4.2 Performance Metrics

  • Latency Report: Time taken to reply to an email (Target: < 2 Hours).
  • Effort vs Result:
    • "Emails Sent" vs "Deals Closed".
    • Identify reps who are "Busy but not Effective" (High emails, low closure).
  • Pending Backlog: Count of follow-ups overdue by > 24 hours.

5. User Flows

Flow A: The Automated Nudge

  1. System detects "Quote Sent" + 3 Days + High Priority.
  2. System sends "Template A: Quote Expiry Warning".
  3. Customer replies "Please hold".
  4. System Stops sequence and prompts Rep to set "Next Date".

Flow B: The Missed Call

  1. Customer calls Virtual Number -> Rep misses it.
  2. System identifies Caller ID -> Maps to Enquiry #1024.
  3. System updates Enquiry #1024 timeline: "Missed Call".
  4. System SMS to Customer: "We will call back."
  5. Rep Dashboard shows: "URGENT Callback: ABC Corp".

6. Technical Dependencies

  • Cloud Telephony API: Webhook for Call Start/End/Recording (e.g., Exotel).
  • Email Service: SendGrid/SES for high-deliverability transactional automation.
  • WhatsApp Business API: For template messages.