Project Title: Customer Service Funnel Automation & Remote Execution Setup Objective To design, automate, and remotely execute a complete customer and vendor engagement funnel, integrating cold calling, follow-ups, appointment scheduling, onboarding, and complaint management using Zoho, Zapier, and CRM automation tools. Scope of Work 1. Funnel Design & Strategy Map the complete engagement journey: Lead generation (cold calling, inbound forms, WhatsApp leads) Follow-up sequences (automated reminders, email, or WhatsApp) Appointment booking for field or sales teams Vendor onboarding (via digital forms or portal) Complaint management (ticketing workflow + SLA tracking) Define measurable KPIs: Contacted → Engaged → Converted → Onboarded → Active (vendors) Contacted → Followed-up → Appointment → Served → Feedback (customers) 2. Tech & Automation Setup Tools: Zoho One, Zapier, or similar CRMs. A. Lead Intake & Cold Calling Import lead lists from CSV or web forms. Auto-assign calling tasks in CRM. Record call outcomes: Interested / Follow-up / Not Interested. If “Interested,” trigger nurturing automation. B. Follow-up Automation Auto-schedule next follow-up (1/3/7 days). Send personalized follow-up via email or WhatsApp API. Notify agent on missed follow-ups via internal alerts. C. Appointment Booking Integrate Zoho Bookings or Google Calendar with team schedules. Send booking link to customer and confirm slot. Notify assigned field representative automatically. D. Vendor Onboarding Create digital onboarding form (Zoho Creator or equivalent). Auto-send verification checklist + NDA. Schedule visit or call for verification. Status flow: New → Under Verification → Approved → Active. E. Complaint Management Implement Zoho Desk or ticket system. Categories: Repair Delay / Device Issue / Warranty Claim / Refund. SLA setup (24h first response, 72h resolution). Automatic escalation if SLA breached. Track tickets via dashboard and generate resolution reports. 3. Automation Flow Examples Example 1: Lead → Appointment CRM Lead Added ↓ Zapier/Flow Automation: If Lead Status = “Interested” → Send WhatsApp message → Schedule Booking → Notify Agent → Update CRM = “Appointment Scheduled” Example 2: Complaint → Resolution Customer submits via WhatsApp/Email ↓ Ticket Created → Fetch customer details ↓ Assign technician/vendor ↓ Track SLA & Escalate if >48h ↓ Close ticket + auto-feedback form 4. Remote Execution Setup Assign remote customer service agents for: Daily cold calling & follow-ups WhatsApp/email communication Appointment confirmation Complaint triage & resolution tracking Centralized dashboard for supervision and daily reporting. Deliverables Funnel diagrams + SOPs CRM pipeline setup with lead stages Onboarding forms & automations Complaint desk setup with SLAs Zapier/Flow automations Reporting dashboard Agent access + training documentation Tools & Integrations Zoho CRM / Creator / Desk / Flow / Campaigns Zapier / Twilio / Google Calendar Zoho Voice / Aircall / WhatsApp API Google Sheets / Drive for reports Timeline Phase Deliverable Duration 1 Process Mapping + Funnel Design 1 week 2 CRM + Desk Setup 2 weeks 3 Zapier/WhatsApp Integration 1 week 4 Remote Execution & Training 1 week Total Duration 5 Weeks