01
Map the work as it happens
Follow a lead from its source through qualification, routing, and follow-up. Find the duplicate effort and the handoffs where context disappears.
02
Make ownership explicit
Define the information each stage needs, who owns it, and what happens next. A system is easier to automate once people can agree on how it works.
03
Automate the repeatable parts
Use automation for enrichment, reminders, routing, and routine updates. Keep a person involved when context, judgment, or a sensitive conversation matters.
04
Plan for the exceptions
Make failures visible. Give uncertain records a place to land and a person to review them. Review the workflow as the team and the offer change.