LEDPoint Process Map V2 — Operational Playbook

🗺️ End-to-End Process Overview

This document maps LEDPoint's complete operational lifecycle — from initial lead through sales, order fulfilment, installation, and ongoing service. Each stage is defined with clear activities, advancement criteria, ownership (RACI), time targets, tooling, and automation opportunities.

Total Pipeline Stages

Across all 4 process maps

Sales Stages

Prospect → Billed (Won)

Fulfilment Stages

Sale Won → Delivered

Installation Stages

Qualified → Completed

Service Stages

Request → Resolution

Target Lead → Delivery

~14 wks

End-to-end benchmark

📐 Pipeline Flow & Handoff Points

🟢 Prospecting → Discovery → Proposal → Negotiation → Won ✓ → 🔀 HANDOFF

↓ 🔵 Order Placed → Production → Transit → IQC → Delivered ✓

↓ 🟠 Qualified → Planning → Prep → In Progress → Completed ✓

↓ (post-delivery) → 🟡 Support Request → Diagnose → Resolve ✓

🎨 Pipeline Colours

Sales Pipeline (Deals)

Order Fulfilment

Installations

Service & Support

Handoff / Transition Point

Decision Point

🔖 Card Badges

⏱️ Time target for stage

🤖 Automation opportunity (Marcus/system)

◆ Decision point / branching

🔀 Pipeline handoff

⚡ Specific automation action

🔄 Feedback loop

👥 RACI Roles

R Responsible — Does the work

A Accountable — Owns the outcome

C Consulted — Provides input

I Informed — Kept in the loop

🏢 Stakeholder Key

👔 Sales Team — Nathan, Andy, reps

⚙️ Operations — OM, logistics, warehouse

👑 Management — MDs (Andy/Nathan)

🚚 Supply Chain — Suppliers, freight

🤖 Marcus — AI/system automation

📋 RACI Summary — Cross-Pipeline

Pipeline / Phase	Sales Team 👔	Operations ⚙️	Management 👑	Supply Chain 🚚	Marcus 🤖
Sales: Prospecting → Discovery	R	I	I	—	C
Sales: Proposal → Negotiation	R	C	A	I	C
Sales: Won → Handoff	R	C	A	I	R
Fulfilment: Ordering → Production	I	R	A	R	C
Fulfilment: Transit → Delivery	I	R	I	R	C
Fulfilment: IQC → Warehousing	—	R	A	—	I
Fulfilment: Dispatch → Customer Delivery	C	R	I	R	C
Installation: All Stages	C	R	A	—	C
Service & Support	C	R	A	I	R

🟢

Sales Pipeline — Deals

Pipeline 1 in Pipedrive · 10 stages · Prospect to Billed (Won)

Target Cycle Time

4–8 weeks

Win Rate Target

35–45%

Avg Deal Value

$15–50K

Pipeline Coverage

3× target

Prospecting

Lead identification & initial outreach

⏱️ 1–3 days 🤖 Auto

📋 Key Activities

Identify potential leads (inbound enquiry, referral, outbound)
Create deal in Pipedrive with source tagged
Attach Initial Discovery template to deal
Complete Deal Description template
Offer demo/visit if applicable
Initial qualification call or email

✅ Advance Criteria

Deal created in Pipedrive with all required fields
Discovery template attached
Deal description completed
Source identified (website, referral, cold, event)
Initial contact made

👥 RACI

R: Sales Team A: Sales Rep I: Management

🔧 Tools

Pipedrive Website Email

🤖 Automation Opportunities

Auto-create deal from website form submissions
Auto-attach discovery template on deal creation
Lead scoring based on source and engagement
Auto-assign to sales rep based on territory/product type

Qualified

Lead meets basic criteria for pursuit

⏱️ 1–2 days ◆ Decision

📋 Key Activities

Assess lead against qualification criteria (BANT)
Confirm budget range is realistic
Confirm authority — right contact engaged
Confirm genuine need for LED display solution
Confirm timeline is actionable
Demo/visit scheduled if applicable

✅ Advance Criteria

Budget: Realistic for scope
Authority: Decision-maker identified
Need: Genuine application confirmed
Timeline: Within 6 months
Demo/visit offered or scheduled

👥 RACI

R: Sales Rep A: Sales Rep I: Management

🔧 Tools

Pipedrive Phone Email

🤖 Automation Opportunities

Auto-flag deals stagnant in Prospecting > 5 days
Qualification checklist auto-populated in Pipedrive
Auto-notify management for deals > $10K threshold

◆ Decision: Does lead qualify?

Based on BANT assessment — proceed or disqualify

✓ Yes — Qualified

Advance to Discovery

✗ Not Now

Mark lost or nurture list

⏸ Future

Set follow-up activity

Discovery

Deep-dive into customer requirements

⏱️ 3–7 days 🤖 Auto

📋 Key Activities

Parties & roles: Identify purchaser, integrator, end-user
Decision makers: Map influencers, gatekeepers, approvers
Scope & goals: Hardware, software, installation, service
Timeline: Delivery expectations, project milestones
Application: Use case, environment, viewing distance
Site visit / technical assessment if required
Competitor analysis / incumbent solution review

✅ Advance Criteria (5 Discovery Elements)

All parties & roles documented
Decision makers/influencers/gatekeepers identified
Solution scope & goals defined
Timeline confirmed
Application/use case documented
Site visit completed (if needed)
All discovery notes attached in Pipedrive

👥 RACI

R: Sales Rep A: Sales Rep C: Operations I: Management

🔧 Tools

Pipedrive SharePoint Email On-site

🤖 Automation Opportunities

Discovery checklist enforcement — block stage advance until all 5 elements documented
Auto-create SharePoint folder structure for deal documents
Auto-schedule follow-up if discovery stalls > 7 days

Solution Development

Designing the technical solution & pricing

⏱️ 3–10 days 🤖 Auto

📋 Key Activities

Product selection based on application/environment
Technical specifications documentation
Installation requirements scoping (if applicable)
Supplier pricing requests and lead time confirmation
Solution design / layout diagrams
Internal cost analysis and margin review
Consult Operations for install/commissioning scope

✅ Advance Criteria

Full technical specification documented
Product(s) identified with supplier pricing
Installation scope defined (if applicable)
Internal margin review completed
Solution validated against customer requirements

👥 RACI

R: Sales Rep A: Sales Rep C: Operations (OM/CM) C: Supply Chain I: Management

🔧 Tools

Pipedrive SharePoint Xero (costing) Supplier portals

🤖 Automation Opportunities

Product recommendation engine based on discovery data
Auto-pull supplier pricing from catalogue/API
Margin calculator integration with Xero

Proposal Made

Quotation presented to customer

⏱️ 1–3 days 🤖 Auto ◆ Decision

📋 Key Activities

Prepare formal quotation document
Include all specs, terms, delivery timeline
MDs review & approve if deal ≥ $10K
OM/CM consulted for install/commissioning
Present quotation to customer
Set quotation follow-up activity in Pipedrive
Link all documents and correspondence to deal

✅ Advance Criteria

Full discovery complete and documented
Specifications captured & documented
MDs aware/involved (≥$10K threshold)
OM/CM consulted for install/commissioning
All documents linked to deal in Pipedrive
Quotation presented to customer
Follow-up action set in Pipedrive

👥 RACI

R: Sales Rep A: Management C: Operations I: Supply Chain

🔧 Tools

Pipedrive Xero (quote) SharePoint Email

🤖 Automation Opportunities

Quote PDF generation from Pipedrive deal data
Auto-notify MDs when deal value crosses $10K threshold
Auto-set follow-up activity 3 business days post-quote
Quote tracking — customer viewed/opened notification

◆ Decision: Customer quote response

Customer reviews quotation — accept, negotiate, or decline

✓ Accepted

Skip to Accepted stage

⏸ Negotiate

Advance to Negotiations

✗ Declined

Mark lost, capture reason

Negotiations Started

Working through pricing, terms, and objections

⏱️ 3–14 days

📋 Key Activities

Customer confirms interest, working through terms
Address pricing objections
Revise quotation if required
Confirm scope changes / value engineering
Follow-up cadence to maintain momentum
Escalate to MDs for significant discounting

✅ Advance Criteria

Customer verbally confirms acceptance
Terms and pricing agreed
PO or formal acceptance pending

👥 RACI

R: Sales Rep A: Management C: Operations

🔧 Tools

Pipedrive Email Phone

🤖 Automation Opportunities

Auto-flag negotiations exceeding 14 days without progress
Discount approval workflow — auto-route to MDs for >15% discount
Auto-generate revised quote from Pipedrive data

Accepted — Awaiting PO/Payment

Verbal acceptance, pending formal commitment

⏱️ 1–5 days 🤖 Auto

📋 Key Activities

Send proforma invoice / payment instructions
Follow up on PO / deposit payment
Prepare order documentation
Confirm delivery address and contact details
Preliminary alert to Operations for planning

✅ Advance Criteria

PO received or deposit paid
Invoice issued in Xero
Payment terms confirmed

👥 RACI

R: Sales Rep A: Management C: Operations I: Supply Chain

🔧 Tools

Pipedrive Xero Email

🤖 Automation Opportunities

Auto-send payment reminder if no PO/deposit after 3 days
Auto-generate Xero invoice from Pipedrive deal data
Pre-alert operations team via automated notification

Established — To Be Ordered (Deposited)

Payment received, order to be placed with supplier

⏱️ 1–2 days 🤖 Auto 🔀 Handoff

📋 Key Activities

Deposit payment received and confirmed
Place order with supplier
Obtain and record Order Number in Pipedrive
Confirm ETA and communicate to customer
Create fulfilment deal in Pipeline 3 (Order Fulfilment)
Create installation deal in Pipeline 2 (if install required)
Populate all required logistics deal fields

✅ Advance Criteria

Deposit payment received
Order placed with supplier
ETA communicated to customer
Order Number confirmed in Pipedrive
Fulfilment deal created (Pipeline 3)
Installation deal created if applicable (Pipeline 2)

👥 RACI

R: Sales Rep R: Marcus (deal duplication) A: Management C: Operations I: Supply Chain

🔧 Tools

Pipedrive Xero Supplier portal Email

🤖 Automation Opportunities

Auto-create fulfilment deal in Pipeline 3 with all linked fields
Auto-create installation deal in Pipeline 2 when install required
Auto-populate logistics fields (LPL#, LPS#, Invoice#, etc.)
Auto-send ETA confirmation email to customer
Xero payment reconciliation trigger

🔀 Pipeline Handoff — Sales → Fulfilment & Installation

Deal is duplicated into Order Fulfilment (Pipeline 3) and/or Installation (Pipeline 2). The following data must transfer:

LPL Number LPS # (linked) Invoice # Remittance # Sales Rep Order Number Production Start Date Production ETA Customer Details Delivery Address Install Requirements

Booked

Order confirmed and scheduled for delivery

⏱️ Tracks fulfilment

📋 Key Activities

Monitor fulfilment pipeline progress
Provide customer with updates on production/shipping
Coordinate delivery scheduling
Prepare final invoice if balance outstanding

✅ Advance Criteria

Goods delivered to customer
Final balance payment received
Customer sign-off obtained

👥 RACI

R: Sales Rep C: Operations I: Management

🔧 Tools

Pipedrive Xero Email

🤖 Automation Opportunities

Auto-sync fulfilment pipeline status back to sales deal
Auto-send customer shipping updates from fulfilment pipeline triggers
Auto-generate final invoice on delivery confirmation

Billed (Won) ✅

Deal complete — fully billed and closed

⏱️ Same day 🤖 Auto

📋 Key Activities

Confirm all payments received and reconciled
Final invoice sent / marked paid in Xero
Deal marked as Won in Pipedrive
Post-sale follow-up scheduled (30-day check-in)
Customer satisfaction feedback requested
Review for upsell/cross-sell opportunities

✅ Completion Criteria

All invoices paid in full
Pipedrive deal marked Won
Post-sale follow-up activity created
Win/loss reason captured

👥 RACI

R: Sales Rep A: Management I: Operations

🔧 Tools

Pipedrive Xero

🤖 Automation Opportunities

Auto-mark deal Won when final payment confirmed in Xero
Auto-schedule 30-day post-sale follow-up
Auto-send customer satisfaction survey
Auto-trigger warranty registration process
Win/loss analytics dashboard update

🔄 Sales Pipeline Feedback Loops

📊 Win/Loss Analysis: Capture reason for every won/lost deal to improve qualification criteria

🔁 Quote → Close Velocity: Track time from proposal to close to optimize negotiation process

💡 Discovery → Solution Fit: Review whether solutions matched client needs post-delivery

📈 Referral Loop: Satisfied customers become lead sources — track referral deals

🔵

Order Fulfilment Pipeline

Pipeline 3 in Pipedrive · 10 stages · Sale Won to Customer Delivery

Target Cycle Time

6–10 weeks

Production Window

3–6 weeks

Shipping Window

2–4 weeks

IQC Pass Rate Target

>95%

Sale Won — Pending Ordering

Deal transferred from sales, awaiting supplier order

⏱️ 1–2 days 🤖 Auto

📋 Key Activities

Verify all handoff data from sales pipeline is complete
Confirm LPL#, LPS#, Invoice#, Order# populated
Review technical specifications against order
Check stock availability (existing inventory match)
Prepare supplier purchase order
Confirm payment to supplier (if required upfront)

✅ Advance Criteria

All logistics deal fields populated
Stock check completed (no existing allocation)
Supplier purchase order submitted
Supplier payment arranged (if applicable)

👥 RACI

R: Operations A: Management C: Sales Rep I: Supply Chain

🔧 Tools

Pipedrive Xero Supplier portal SharePoint

🤖 Automation Opportunities

Auto-validate all required fields on deal creation
Stock availability check against warehouse inventory
Auto-alert Operations when new fulfilment deal created

◆ Decision: Stock available in warehouse?

Check if product is already in stock or needs to be ordered from supplier

✓ In Stock

Skip to Warehoused (stage 7)

✗ Not In Stock

Proceed to Ordered (stage 2)

Ordered

Purchase order placed with supplier

⏱️ 1–3 days 🤖 Auto

📋 Key Activities

Submit purchase order to supplier
Confirm order acknowledgment received
Record Order Number and Production Start Date
Update Production ETA in Pipedrive
Communicate ETA to customer via sales rep

✅ Advance Criteria

Supplier order acknowledgment received
Production Start Date confirmed
Production ETA recorded in Pipedrive
Customer notified of expected timeline

👥 RACI

R: Operations A: Management R: Supply Chain I: Sales Rep

🔧 Tools

Pipedrive Supplier portal Email

🤖 Automation Opportunities

Auto-update Pipedrive fields when supplier confirms
Auto-email customer with ETA on order confirmation

In Production

Supplier manufacturing the product

⏱️ 3–6 weeks 🤖 Auto

📋 Key Activities

Monitor production progress with supplier
Request production photos/updates at milestones
Quality checkpoint: Pre-shipment inspection (if applicable)
Confirm shipping details and logistics arrangements
Update customer on production progress
Track against original ETA — flag delays immediately

✅ Advance Criteria

Production complete, confirmed by supplier
Pre-shipment photos/inspection approved
Shipping arrangements confirmed (sea/air)
Bill of Lading / Airway Bill obtained

👥 RACI

R: Supply Chain A: Operations C: Management I: Sales Rep

🔧 Tools

Pipedrive Supplier portal WhatsApp/WeChat Email

🤖 Automation Opportunities

Weekly production status check automation
Auto-flag orders exceeding production ETA
Auto-send customer bi-weekly progress update
Production milestone tracker in Pipedrive

In Transit to LEDPoint

Goods shipped from supplier to Melbourne

⏱️ 2–4 weeks (sea) / 5–10 days (air) 🤖 Auto

📋 Key Activities

Track shipment via carrier tracking
Monitor customs clearance process
Arrange local transport from port/airport to warehouse
Prepare warehouse receiving documentation
Update customer on shipping progress
Insurance and documentation management

✅ Advance Criteria

Goods arrived at LEDPoint warehouse
Customs clearance completed
Receiving documentation matched to PO

👥 RACI

R: Supply Chain R: Operations A: Operations I: Sales Rep

🔧 Tools

Carrier tracking Pipedrive Customs broker

🤖 Automation Opportunities

Carrier tracking integration — auto-update Pipedrive stage
Auto-notify team when goods arrive at port
Auto-email customer with tracking link

Delivered to LEDPoint

Goods arrived at warehouse, pending inspection

⏱️ Same day

📋 Key Activities

Receive goods at warehouse
Verify packing list against purchase order
Document any visible shipping damage
Log receipt in inventory system
Move goods to IQC inspection area

✅ Advance Criteria

Physical goods received and counted
Packing list verified against PO
Any damage documented with photos
Receipt logged in system

👥 RACI

R: Operations (Warehouse) A: Operations I: Management

🔧 Tools

Pipedrive Inventory system Camera/photos

IQC — Incoming Quality Control

Technical inspection and quality verification

⏱️ 1–3 days ◆ Decision 🤖 Auto

📋 Key Activities

Visual inspection of all units
Power-on test and basic functionality check
Pixel/LED uniformity verification
Dimensions and specifications verification
Accessory and cable package verification
Document results — pass/fail with photos
If fail: Document defects, contact supplier for resolution

✅ Advance Criteria

All units inspected and tested
QC report completed with pass/fail
Any defects documented with evidence
Supplier notified of any issues
All units passed or replacements arranged

👥 RACI

R: Operations (Tech) A: Management C: Supply Chain I: Sales Rep

🔧 Tools

Testing equipment Pipedrive SharePoint (photos)

🤖 Automation Opportunities

IQC checklist template auto-generated per product type
Auto-upload QC photos to SharePoint deal folder
Auto-notify supplier of defects with photo evidence
QC pass rate tracking dashboard

◆ Decision: IQC Result

Does the product pass incoming quality control inspection?

✓ Pass

Move to Warehoused

✗ Fail — Minor

Repair in-house, retest

✗ Fail — Major

Return to supplier, reorder

Warehoused

QC passed, stored in warehouse allocated to order

⏱️ Variable (customer-driven) 🤖 Auto

📋 Key Activities

Allocate stock to specific customer order
Tag and label goods with order reference
Update inventory location in system
Notify sales rep that goods are ready
Coordinate delivery scheduling with customer
Prepare any pre-configuration/programming

✅ Advance Criteria

Stock allocated and tagged to order
Customer delivery date confirmed
Pre-configuration completed (if required)
Dispatch preparation approved

📦 Stock Allocation Criteria

FIFO (First In, First Out) for standard stock
Order-specific for custom builds
Priority by delivery date urgency
Customer deposit payment confirmed

👥 RACI

R: Operations (Warehouse) A: Operations C: Sales Rep I: Management

🔧 Tools

Pipedrive Inventory system Warehouse labels

🤖 Automation Opportunities

Auto-notify sales rep when goods pass IQC and warehoused
Auto-alert customer that goods are ready for scheduling
Inventory ageing alerts — flag stock warehoused >30 days

Awaiting Dispatch

Ready to ship, scheduling final delivery

⏱️ 1–3 days

📋 Key Activities

Confirm delivery date and time with customer
Arrange freight / courier booking
Prepare dispatch documentation (packing slip, invoice)
Pack goods for transport (protective packaging)
Final balance payment confirmed (if applicable)
If installation required: confirm install team availability

✅ Advance Criteria

Delivery date confirmed with customer
Freight/courier booked
Goods packed and labeled
All dispatch documentation prepared
Outstanding payments cleared

👥 RACI

R: Operations A: Operations C: Sales Rep I: Customer

🔧 Tools

Pipedrive Freight provider Xero

In Transit to Customer

Goods dispatched, en route to delivery address

⏱️ 1–5 days (domestic) 🤖 Auto

📋 Key Activities

Track shipment via courier/freight tracking
Send tracking information to customer
Monitor for delivery exceptions or delays
Coordinate delivery time window with customer

✅ Advance Criteria

Goods delivered and signed for
Delivery proof obtained (POD)
No damage claims from customer

👥 RACI

R: Supply Chain (courier) A: Operations I: Sales Rep I: Customer

🔧 Tools

Courier tracking Pipedrive Email/SMS

🤖 Automation Opportunities

Auto-send tracking link to customer on dispatch
Auto-update Pipedrive stage on delivery confirmation
Auto-alert on delivery exceptions

Delivered ✅

Goods successfully delivered to customer

⏱️ Same day 🤖 Auto 🔀 Handoff

📋 Key Activities

Confirm delivery with customer
Obtain delivery sign-off / proof of delivery
Close fulfilment deal in Pipedrive
Update sales deal to Booked → Billed if applicable
If installation required: trigger Installation pipeline
File all delivery documentation
Initiate warranty period tracking

✅ Completion Criteria

Customer confirms receipt (no damage)
POD filed in SharePoint
Fulfilment deal marked complete
Sales deal updated
Installation pipeline triggered (if applicable)
Warranty start date recorded

👥 RACI

R: Operations A: Operations C: Sales Rep I: Management

🤖 Automation Opportunities

Auto-close fulfilment deal on delivery confirmation
Auto-update linked sales deal stage
Auto-trigger installation pipeline stage advance
Auto-set warranty start date and expiry reminder
Auto-send customer welcome/setup guide package

🔀 Pipeline Handoff — Fulfilment → Installation

When goods are delivered and installation is part of the scope, the Installation pipeline (Pipeline 2) advances from Planning to Preparation.

Delivery confirmation Product serial numbers Site access details Install schedule Technical specs Site survey data

🔄 Fulfilment Pipeline Feedback Loops

📊 Supplier Performance: Track ETA accuracy, QC pass rates, and communication responsiveness per supplier

🔁 Order → Delivery Velocity: Benchmark actual vs. quoted delivery times to improve customer expectations

⚠️ IQC Defect Tracking: Log defect types and frequency to negotiate better QC with suppliers

📦 Shipping Damage Rate: Track damage claims to optimize packaging and carrier selection

🟠

Installation Pipeline

Pipeline 2 in Pipedrive · 5 stages · Qualified to Completed

Target Cycle Time

2–4 weeks

Planning Lead Time

1–2 weeks

Install Duration

1–5 days

First-Time Completion

>90%

Qualified

Installation requirement confirmed and scoped

⏱️ 1–3 days 🤖 Auto

📋 Key Activities

Installation deal created from sales pipeline handoff
Review installation scope from sales discovery
Confirm site location and access requirements
Identify installation complexity (simple/standard/complex)
Assign installation project manager
Confirm budget allocation for installation
Identify third-party requirements (electrician, rigger, builder)

✅ Advance Criteria

Installation scope documented
Site details confirmed
Complexity level assessed
Project manager assigned
Third-party trades identified
Budget confirmed

👥 RACI

R: Operations (OM/CM) A: Management C: Sales Rep I: Supply Chain

🔧 Tools

Pipedrive SharePoint Email

🤖 Automation Opportunities

Auto-create installation deal from sales pipeline with linked data
Installation scope template auto-populated from discovery data
Auto-assign project manager based on region/complexity

Planning

Detailed installation plan development

⏱️ 3–7 days 🤖 Auto

📋 Key Activities

Conduct detailed site survey (or review existing)
Create installation plan with layout/drawings
Define mounting/structural requirements
Power and data cabling requirements
Schedule installation date(s) with customer
Book third-party trades (electrician, rigger, etc.)
Create material/equipment checklist
Risk assessment and safety plan
Confirm product delivery timeline aligns with install date

✅ Advance Criteria

Site survey completed (or reviewed)
Installation plan/drawings approved
Install date confirmed with customer
Third-party trades booked
Equipment checklist created
Safety/risk assessment completed
Product delivery confirmed before install date

👥 RACI

R: Operations (OM/CM) A: Operations C: Sales Rep C: Management

🔧 Tools

Pipedrive SharePoint CAD/Drawing tools Calendar

🤖 Automation Opportunities

Auto-generate installation checklist template based on product type
Calendar integration — auto-schedule install, notify all parties
Auto-check fulfilment pipeline to confirm goods will arrive in time
Auto-send site prep instructions to customer

Preparation

Pre-installation readiness and logistics

⏱️ 2–5 days ◆ Decision

📋 Key Activities

Confirm goods received and QC passed (from fulfilment)
Pre-configure/program displays and controllers
Load content for testing if provided by customer
Prepare installation toolkit and materials
Confirm site is ready (power, access, structure)
Brief installation team on scope and safety
Load equipment for transport to site
Final customer confirmation call (48hr before)

✅ Advance Criteria

Goods received and QC passed ✓
Pre-configuration completed
Installation team briefed
Equipment packed and ready for transport
Customer confirmed site readiness
All third-party trades confirmed

👥 RACI

R: Operations (Tech/Install) A: Operations (OM/CM) C: Sales Rep I: Customer

🔧 Tools

Pipedrive Workshop Testing equipment Phone

◆ Decision: Is everything ready for installation?

Goods delivered, site prepared, team available, customer confirmed

✓ All Clear

Proceed to installation

⏸ Goods Delayed

Wait for fulfilment, reschedule

✗ Site Not Ready

Reschedule, notify customer

In Progress

On-site installation underway

⏱️ 1–5 days

📋 Key Activities

Arrive on site, safety induction and setup
Structural mounting (brackets, frames, rigging)
LED panel/module installation
Cabling — power, data, network connections
Controller and processor setup
Content management system configuration
Calibration and alignment
Full system testing and burn-in
Customer demonstration and training
Document installation with photos and sign-off

✅ Advance Criteria

All hardware physically installed
Power and data connections verified
System tested and calibrated
Content displaying correctly
Customer training completed
Installation photos taken
Customer sign-off obtained
Site cleaned and tidied

👥 RACI

R: Operations (Install Team) A: Operations (OM/CM) C: Customer I: Sales Rep I: Management

🔧 Tools

Installation toolkit Testing equipment Calibration software Camera (documentation)

🤖 Automation Opportunities

Installation progress photo upload to SharePoint auto-linked to deal
Real-time status updates to sales rep and management
Digital customer sign-off form

Completed ✅

Installation finished, customer signed off

⏱️ Same day 🤖 Auto

📋 Key Activities

Complete installation report with all documentation
Upload installation photos and sign-off to SharePoint
Mark installation deal as complete in Pipedrive
Update linked sales deal (advance to Billed/Won)
Handover documentation to customer (manuals, warranty)
Schedule post-installation follow-up (7–14 days)
Register warranty and support details
Debrief with installation team — lessons learned

✅ Completion Criteria

Customer sign-off document filed
Installation report completed
All photos uploaded to SharePoint
Pipedrive deal marked complete
Warranty registered
Post-install follow-up scheduled
Sales deal updated

👥 RACI

R: Operations (OM/CM) A: Management C: Sales Rep I: Customer

🔧 Tools

Pipedrive SharePoint Email

🤖 Automation Opportunities

Auto-generate installation completion report from checklist data
Auto-close installation deal and update linked sales deal
Auto-schedule post-installation follow-up (7 days)
Auto-send customer warranty & support info pack
Auto-register warranty period in system

🔄 Installation Pipeline Feedback Loops

📊 First-Time Completion Rate: Track installations completed without return visits

🔁 Scope Accuracy: Compare planned vs actual install time and materials used

⚠️ Common Issues: Log recurring installation problems to improve prep and planning

⭐ Customer Satisfaction: Post-install feedback drives service improvements

🟡

Service & Support Process

Post-delivery support lifecycle · 5 stages · Request to Resolution

Response Time Target

<4 hrs

Remote Resolution Target

>60%

On-Site Resolution

<5 days

Customer Satisfaction

>4.5/5

Support Request Received

Customer reports issue or requests assistance

⏱️ <4 hours response 🤖 Auto

📋 Key Activities

Receive support request (phone, email, form)
Create support ticket in Pipedrive
Log issue details: symptoms, environment, urgency
Link to original sales deal and customer record
Verify warranty status
Acknowledge receipt to customer
Assign initial severity level (Critical/High/Medium/Low)
Assign to support engineer

✅ Advance Criteria

Ticket created in Pipedrive
Issue details logged
Customer acknowledged
Severity level assigned
Support engineer assigned
Warranty status verified

👥 RACI

R: Operations (Support) R: Marcus (ticket creation) A: Operations I: Sales Rep

🔧 Tools

Pipedrive Email Phone

🤖 Automation Opportunities

Auto-create ticket from support email/form submission
Auto-send acknowledgment email to customer
Auto-lookup warranty status from original deal
Auto-assign based on product type/severity
SLA timer starts automatically

Diagnosis & Remote Support

Attempt remote resolution first

⏱️ 1–2 days ◆ Decision 🤖 Auto

📋 Key Activities

Review issue details and system documentation
Remote access to display controller (if available)
Remote diagnostics — check status, logs, connectivity
Guide customer through basic troubleshooting
Attempt remote fix (firmware update, config change, restart)
Document diagnosis findings in Pipedrive

✅ Advance Criteria

Root cause identified (or narrowed down)
Remote resolution attempted
Diagnosis documented in Pipedrive

👥 RACI

R: Operations (Support Engineer) A: Operations C: Supply Chain (parts) I: Sales Rep

🔧 Tools

Remote access software Pipedrive Phone/Video call

🤖 Automation Opportunities

Remote monitoring alerts — proactive issue detection
Knowledge base auto-suggest solutions based on symptoms
Auto-log remote session details to Pipedrive

◆ Decision: Can the issue be resolved remotely?

Based on diagnosis — resolve remotely or schedule on-site visit

✓ Resolved Remotely

Document fix → Close ticket

✗ On-Site Required

Schedule on-site service visit

⏸ Parts Needed

Order parts, then schedule on-site

On-Site Service

Physical service visit scheduled and executed

⏱️ 2–5 days (schedule + visit) 🤖 Auto

📋 Key Activities

Generate automated service notification email to customer
Schedule on-site visit date/time
Pre-visit preparation (tools, parts, documentation)
Order replacement parts if required (from supplier)
On-site assessment and diagnosis confirmation
Propose resolution to customer (repair, replace, upgrade)
Obtain customer approval for resolution
Perform repair/replacement
System testing post-repair

✅ Advance Criteria

Service visit completed
Issue resolved and verified
Customer confirmation of resolution
Service report documented
Parts used recorded

👥 RACI

R: Operations (Service Tech) A: Operations (OM) C: Supply Chain (parts) C: Customer I: Management

🔧 Tools

Service toolkit Pipedrive SharePoint Calendar

🤖 Automation Opportunities

Auto-generate service visit email to customer with date/time
Auto-create parts requisition from diagnosis
Digital service report form (mobile-friendly)
Auto-update Pipedrive from service report submission

Resolution & Documentation

Issue resolved, full documentation completed

⏱️ Same day 🤖 Auto

📋 Key Activities

Complete service report with root cause and resolution
Upload photos and documentation to SharePoint
Update Pipedrive deal with all service details
Process warranty claim if applicable
Generate service invoice (if out of warranty)
Update knowledge base with new issue/resolution
Check if systemic issue affecting other installations

✅ Advance Criteria

Service report completed and filed
Root cause documented
Resolution documented
Warranty claim processed (if applicable)
Invoice generated (if applicable)
Knowledge base updated

👥 RACI

R: Operations (Service) A: Operations I: Management I: Sales Rep

🔧 Tools

Pipedrive SharePoint Xero

🤖 Automation Opportunities

Auto-generate service report from structured form data
Auto-file documentation in correct SharePoint folder
Auto-flag systemic issues across multiple installations
Auto-create Xero invoice for out-of-warranty work

Ticket Closed ✅

Issue resolved, customer satisfied, ticket closed

⏱️ Same day 🤖 Auto

📋 Key Activities

Confirm customer satisfaction with resolution
Send customer satisfaction survey
Close ticket in Pipedrive
Review for preventive action opportunities
Identify upsell/service contract opportunities
Update customer relationship notes

✅ Completion Criteria

Customer confirms satisfaction
Satisfaction survey sent
Ticket closed in Pipedrive
All documentation complete
SLA metrics recorded

👥 RACI

R: Operations R: Marcus (survey/close) A: Operations I: Management

🤖 Automation Opportunities

Auto-send satisfaction survey on ticket close
Auto-calculate SLA compliance metrics
Auto-flag repeat issues for same customer/product
Auto-trigger preventive maintenance schedule
Service contract renewal reminders

🔄 Service & Support Feedback Loops

📊 SLA Compliance: Track response and resolution times against targets

🔁 Repeat Issues: Flag customers or products with recurring problems for proactive intervention

💡 Knowledge Base: Every resolved issue enriches the KB for faster future resolution

📈 Product Quality: Service data feeds back to supplier quality discussions and product selection