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Sales Follow-up Workflow (FLW)

Module Purpose: Automate the engagement lifecycle for Quotations and Enquiries using intelligent sequences and workload balancing. It ensures that no lead is dropped due to human negligence or absence.

[!TIP] Core Concept: "Persistence Wins Deals." The system acts as a relentless assistant, ensuring every enquiry gets 5-7 touchpoints (Email/Phone/WhatsApp) before being marked as Lost.

Use Case Quick Reference

ID Title Priority
FLW-001 Sequence Automation (Auto-Scorer) P1
FLW-002 Dialer Integration & Tasking P1
FLW-003 Absenteeism Shifting (11:30 AM) P1
FLW-004 Checklist-based Templates P2
FLW-005 Engagement Monitoring (Latency) P2

UC-FLW-001: Sequence Automation

What It Does

Automatically triggers a series of follow-up actions (Email, SMS, Task) based on the priority and status of an enquiry. It stops automatically if the customer replies.

Who: System Automation
When: Enquiry Created OR Quote Sent
Why: Salespeople hate manual follow-ups. Automation ensures consistency.

How It Works

The Sequence Logic

  1. Trigger: Card moved to "Quote Sent" column.
  2. Day 1 (24h later): Send Email "Did you receive our offer?"
  3. Day 3: Send WhatsApp "Checking in on the Zinc Oxide quote."
  4. Day 5: Create Task "Call Customer".
  5. Auto-Stop: If customer replies to any channel, Sequence Status = Terminated.

Priority Scoring (Auto-Scorer)

  • High Priority: (Hot Industry + Recent Interaction). Sequence Frequency = Every 2 days.
  • Low Priority: Sequence Frequency = Every 5 days.
  • Scoring Engine: Updates score daily based on "Time Decay" (Score drops as time passes).

Edge Cases

Customer calls back but doesn't email?
User must manually click "Stop Sequence" button on the card, or log the call in FLW-002.

Success Signals

✅ Sequences fire accurately at scheduled times
✅ Auto-stops immediately on email reply

UC-FLW-002: Dialer Integration & Tasking

What It Does

Connects the CRM to the Cloud Telephony system. When a rep clicks "Call", it bridges the call and logs the recording. If a call is missed, it auto-creates a callback task.

Who: Sales Rep
When: Daily Calling

How It Works

  1. Click-to-Call: User clicks phone icon on Kanban Card.
  2. System API triggers Cloud Telephony Provider (Exotel/Knowlarity).
  3. Agent Phone rings first -> Connects to Customer.
  4. Logging:
  5. Call Duration, Recording URL, and Status (Answered/Missed) auto-saved to Lead Timeline.
  6. Outcome Disposition:
  7. Popup appears after call: "Outcome?" (Interested / Not Interested / Call Later).
  8. If "Call Later": Date picker sets next task.

Edge Cases

Missed Call from Customer?
System creates "Urgent Callback" task in "Today's Tasks" list.

Success Signals

✅ Call bridging latency < 5 seconds
✅ Call recording linked to correct lead

UC-FLW-003: Absenteeism Shifting (11:30 AM)

What It Does

Ensures business continuity. If a sales rep hasn't logged in by 11:30 AM, their high-priority follow-up tasks for the day are shifted to a temp owner.

Who: System Watchdog
When: Daily 11:30 AM

How It Works

  1. Check: Is User_Login_Time for today = NULL? and Time > 11:30 AM?
  2. Select: Identify all tasks with Due_Date = Today AND Priority = High.
  3. Shift: Update Assigned_To = Backup_User_ID.
  4. Notify: Email Backup User: "Joy is absent. 15 tasks moved to you."
  5. Recall: When Joy finally logs in (e.g., 1 PM), she sees a "Recall Tasks" button to pull them back.

Success Signals

✅ Only Due Today + High Priority items move
✅ Backup user receives instant notification

UC-FLW-004: Checklist-based Templates

What It Does

Standardizes communication. Instead of typing free-text emails, users pick from "Scenario Checklists" that insert pre-approved, professional HTML templates.

Who: Sales Rep
When: Composing Emails

How It Works

  1. Scenario Selection: User picks "Sample Follow-up".
  2. Checklist Display:
  3. Confirm Receipt?
  4. Test Result Status?
  5. Next Batch Requirement?
  6. Template Gen: System generates email body: "Hi [Name], Have you tested the sample sent on [Date]? We are keen to know results..."
  7. Send: User reviews and hits send.

Key Templates

  • Spec Clarification: Asking for technical datasheet.
  • Vendor Qualification (VQ): Requesting KYC/Bank docs.
  • Negotiation: Templated price justification.

Success Signals

✅ Template variable replacement (Name, Date, Product) is 100% accurate
✅ Reduces email composition time by 50%

UC-FLW-005: Engagement Monitoring

What It Does

The "Big Brother" view. Tracks response latency (how long to answer an email) and engagement intensity (calls per day) to flag underperforming reps.

Who: Sales Manager
When: Weekly Review

How It Works

Metrics Tracked

  1. Latency: Time_Reply_Sent - Time_Enquiry_Received. Target: < 2 Hours.
  2. Call Volume: Count of calls > 30 seconds duration.
  3. Touchpoints: Average touchpoints per closed deal (e.g., "Takes 8 calls to close").

Missed Call Auto-Reply

  • If a call is missed on the virtual number:
  • System sends SMS to Customer: "Sorry we missed you. Our team is busy and will call back in 10 mins."
  • Creates High Priority Task for Rep.

Success Signals

✅ Latency calculation excludes non-business hours
✅ Missed call SMS sent within 60 seconds

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