Standard Operating Procedures for SMEs

Review the service or event details in Services and correct any inaccurate information before publication.

Check the dates, time slots and capacity settings in Availability before making the booking page public.

Review the customer information requested in Registration and ensure the required details are appropriate for the service.

Check the Payments settings and confirm whether payment is required before a booking can be completed.

Use Publish to obtain the appropriate direct link, embed code or QR code for sharing the booking page.

Test the customer-facing page before promotion and correct any errors that could prevent customers from booking successfully.

Review the enquiry and identify the service or event requested before responding to the customer.

Check the relevant service details and availability before confirming what the business can offer.

Contact the customer to clarify missing details or answer questions using the business's agreed communication method.

Direct the customer to the booking page or explain the next agreed step once the enquiry has been clarified.

Record the enquiry and follow-up in the appropriate business record where available, ensuring the customer's request can be understood later.

If the enquiry remains unresolved, agree who will follow up and by when, and ensure the next action is documented.

Open Bookings and review the booking or registration details before taking action.

Check the selected service or event, date and customer information against the booking request.

Review the payment status where payment applies and follow up on any unresolved payment requirement.

Identify missing information or any issue that requires customer contact before the service date.

Follow the business's policy for confirming, changing or cancelling the booking and communicate the decision to the customer.

Ensure the booking record reflects the latest known status and that outstanding issues have a clear next action.

Sales or Customer Service Staff must record each new enquiry when it is received by entering the customer's available name, contact details, enquiry date and reason for contacting the business, ensuring the enquiry can be identified and understood.

Sales or Customer Service Staff must record the customer's requested products, services or assistance during the initial conversation by summarizing the main requirement in the available customer record or activity notes, ensuring the enquiry's purpose is clear.

Sales or Customer Service Staff must agree on the next action and expected response time before ending the initial interaction, recording the commitment in the available activity or task record so the follow-up has a clear purpose and deadline.

The Sales Supervisor or Business Owner must review new enquiries at the end of each business day using available customer records and follow-up tasks, ensuring every enquiry requiring further action has a responsible person and next step.

Sales or Customer Service Staff must search existing customer records before creating a new profile by checking available identifiers such as name, phone number and email address, ensuring potential matches are reviewed first.

Sales or Customer Service Staff must compare the details of possible matching records when similar entries appear, checking available contact information and other identifying details to determine whether they refer to the same customer.

Sales or Customer Service Staff must update an existing record instead of creating another one whenever the records clearly refer to the same customer, ensuring the customer's information remains in the appropriate profile.

The Sales Supervisor or Business Owner must review suspected duplicate records weekly using the available customer list and arrange corrections for confirmed cases, ensuring each identified duplicate has a documented resolution or assigned next action.

Sales or Customer Service Staff must create a customer profile after checking that no suitable existing record is available, entering the customer's known information through the Customers menu so the profile can be identified and used for follow-up.

Sales or Customer Service Staff must update the customer profile whenever verified new or corrected information is received, editing the relevant fields and ensuring the saved record reflects the latest confirmed details.

Sales or Customer Service Staff must check a newly created or edited profile immediately after saving it by reviewing the entered information, ensuring the details are saved correctly and essential available fields are completed.

The Sales Supervisor or Business Owner must review incomplete or inconsistent customer profiles weekly using available customer records, ensuring each identified issue is corrected or assigned to a responsible staff member.

Sales or Customer Service Staff must check the customer's contact details when creating a profile or handling a new enquiry by reviewing the information provided, ensuring available essential contact fields are recorded accurately.

Sales or Customer Service Staff must complete applicable custom customer fields when the relevant information becomes available, entering it in the appropriate fields so required business-specific details are recorded consistently.

Sales or Customer Service Staff must verify important details with the customer whenever information appears incomplete or outdated, updating the profile only after confirmation so the record reflects reliable information.

The Sales Supervisor or Business Owner must review customer records needed for upcoming sales or service activities weekly, identifying missing essential details and assigning corrections before the next activity.

Sales or Customer Service Staff must agree on the meeting date, time, purpose and participants with the customer before confirming the appointment, ensuring both parties understand the arrangement.

The staff member arranging the meeting must record the appointment in the Calendar when the time is agreed, including the customer, date, time and relevant details so the meeting can be identified and prepared for.

The staff member arranging the meeting must review the saved calendar entry immediately after creating or changing it, checking the date, time and details to ensure the record matches the agreed arrangement.

The staff member arranging the meeting must notify the customer and relevant internal participants promptly after confirming or changing the appointment through the agreed communication method, ensuring affected participants receive the latest arrangement in time to prepare.

Sales or Customer Service Staff must record significant customer interactions after relevant calls, meetings or service discussions using available CRM activity or task features, ensuring the interaction and its purpose are documented.

The staff member handling the customer must record key discussion points, customer requests and agreed next actions immediately after the interaction using available activity notes or task records, ensuring another authorized colleague can understand what was agreed.

The staff member handling the customer must update the relevant activity or task record whenever the agreed action is completed or circumstances change, ensuring the recorded status and notes reflect the latest known position.

The Sales Supervisor or Business Owner must review open customer activities weekly using available activity and task records, ensuring each outstanding item has a clear next action and responsible person.

The staff member handling the customer must create a follow-up task as soon as a next action is agreed, recording the required action, responsible person and due date in the available Tasks feature so the task has a clear owner and deadline.

Each assigned staff member must review their open follow-up tasks at the start of every business day by checking due dates and task details, ensuring tasks due or overdue that day are identified and prioritized.

Each assigned staff member must complete the agreed follow-up by its due date and update the task status or relevant customer record, ensuring the result is recorded or the reason for delay is documented with a revised next step.

The Sales Supervisor or Business Owner must review overdue and unassigned follow-up tasks at least weekly using available task records, ensuring every outstanding task has a responsible person and an agreed next action.

Sales or Customer Service Staff must review available reminders at the start of each business day by checking upcoming activities and follow-ups, ensuring items requiring attention that day are identified.

The staff member responsible for a reminder must check the related task, calendar entry or customer record when the reminder requires attention, ensuring the required action and relevant context are understood before responding.

The staff member responsible for the activity must complete the required action by the agreed deadline and update the relevant task or record where supported, ensuring the outcome or any outstanding issue is documented.

The Sales Supervisor or Business Owner must review missed or unresolved reminder-related activities weekly using available task and customer records, ensuring each important outstanding commitment has a responsible person and next step.

The Account Manager or assigned Sales Staff must record customer contract information when an agreement is confirmed by entering the available contract details and expiry date in the appropriate available record, ensuring the contract can be identified and reviewed.

The Account Manager or assigned Sales Staff must verify the recorded contract details against the signed agreement or another approved source when creating or updating the record, ensuring the expiry date and key information match the source document.

The Account Manager or assigned Sales Staff must update the contract record whenever an agreement is renewed, amended or replaced, checking the confirmed agreement and ensuring the record reflects the latest terms and expiry date.

The Account Manager or Business Owner must review recorded contract expiry dates at an interval suited to the contract terms and renewal lead time, ensuring decisions and required customer discussions can take place before expiry.

The Sales Supervisor or Business Owner must review outstanding CRM tasks and overdue follow-ups at least weekly by checking available task records, ensuring each unresolved item has a responsible person and documented next action.

The Account Manager or assigned Sales Staff must review upcoming contract expiry dates according to the business's contract review schedule by checking available contract records, ensuring approaching expiries are identified early enough for the required decision.

The staff member assigned to an outstanding item must check the relevant customer, task or contract record before taking action, ensuring the action is based on the latest available information and relevant commitment or expiry date.

The Sales Supervisor or Business Owner must confirm the next action, responsible person and due date for each priority follow-up or contract issue during the weekly review, ensuring unresolved items have a documented plan and deadline.

Confirm the customer's requirements, quantities and specifications before preparing the quotation.

Open AI Generate Quotes and prepare the quotation using the verified customer and pricing information available.

Check item descriptions, quantities, prices, terms and validity details before sending the quotation.

Review the quotation for accuracy and obtain any internal approval required by company policy.

Send the quotation to the customer using the available process and confirm that the intended recipient receives it.

Record the follow-up date or next action if the customer has not decided.

Review the quotation, date sent and any response date agreed with the customer.

Check for customer questions, requested changes or a recorded decision before contacting the customer.

Contact the customer politely to ask whether further information is needed and record the response.

Record the customer's decision or requested changes in the appropriate sales record.

Revise the quotation only after confirming the required changes and checking the revised details.

Update the next action or outcome based on the customer's decision so the quotation's latest known status is clear.

Confirm the accepted quotation and any agreed terms before preparing the order.

Check the customer, items, quantities, prices and delivery requirements against the accepted quotation.

Use Sales Orders to convert the accepted quotation into an order where supported.

Review the resulting order details against the accepted quotation and correct any discrepancy before proceeding.

Follow the business's process for preparing Delivery Orders when goods must be delivered.

Create and send the invoice at the appropriate point in the agreed sales process.

Review the confirmed sales order and identify the items and quantities to be delivered.

Prepare the Delivery Order using the available sales information.

Check the customer, delivery address, item descriptions and quantities before issuing the document.

Resolve any mismatch between the order and the goods before the delivery proceeds.

Provide the delivery document to the relevant staff or customer through the business's agreed process.

Record any delivery issue or outstanding item for follow-up.

Confirm the customer, sale details and amount to be invoiced before creating the invoice.

Create the invoice and check the items, totals and due date against the agreed sale.

Send the invoice to the customer using the available process and retain the relevant record.

Provide a payment QR code where supported and appropriate.

Review Payments to check the recorded payment status against the information available.

Follow up on unpaid or disputed invoices according to company policy and record the agreed next action.

Gather the work description, site address and customer contact details before creating the visit.

Open Visits and create a visit for the required work.

Enter the work purpose, address, contact details, planned date and relevant notes in the available fields.

Check that the description is specific enough for the assigned person to understand the job.

Save the visit and review the information for accuracy before arranging the work.

Proceed to staff assignment and scheduling using the available process.

Review the visit requirements, location and planned date before choosing a staff member.

Check available staff information under People, including relevant territory details.

Use Assign to select an appropriate staff member based on skills, workload and company policy.

Use Schedule to review and organize the planned visit.

Confirm the assignment and schedule with the staff member through the business's agreed communication method.

Recheck the visit details if the date, person or customer requirements change.

Review the visit details before starting the work and clarify any missing information with the supervisor.

Carry out the work according to the approved scope and company safety procedures.

Record relevant results, outstanding issues or customer instructions in the available notes.

Update the visit status to reflect the actual progress or outcome.

If more work is required, inform the responsible supervisor and agree the next step.

Review the Dashboard to monitor today's work and upcoming visits.

Check Products to see whether the item already exists before creating a new record.

Confirm the item name, code and other available identifying details using an appropriate source.

Create the product record or update the existing record as appropriate.

Enter or review the available description and pricing information against verified details.

Check the record for accuracy and save the changes.

Tell relevant staff about important verified changes according to company practice.

Review the recorded quantities in Stock and identify items that may need replenishment.

Check whether upcoming sales, jobs or operational needs require the item.

Verify suspicious quantities against available stock evidence and correct errors through the approved process.

Estimate the replenishment quantity using demand, lead time and company policy.

If purchasing is needed, follow the Procurement procedure.

Review the stock record again after a confirmed stock movement is recorded.

Identify the product and the quantity that appears incorrect.

Check recent receipts, sales, deliveries and other available movement records.

Perform or arrange a physical count when appropriate.

Document the likely cause and supporting information.

Use the approved process to record a correction if one is required.

Recheck the resulting quantity and escalate unexplained differences according to policy.

Search Suppliers to check whether the supplier already has a record.

Verify the supplier's name and contact information from an appropriate source.

Create or update the supplier record using the available fields.

Record relevant purchasing details supported by the form and company process.

Review the information for accuracy before saving.

Notify relevant purchasing staff about important verified changes.

Confirm that the quotations cover comparable items, quantities and specifications.

Use Quotations to keep the supplier offers organized.

Use Comparison to review prices and relevant differences.

Check delivery timing, additional charges, payment terms, warranty and other applicable conditions.

Document why the preferred option best fits the requirement, including material trade-offs.

Obtain any approval required by company policy before proceeding.

Confirm the selected supplier, quotation and purchase requirement.

Check the items, quantities, prices and delivery details.

Create the purchase order using Purchase Orders.

Compare the order against the chosen supplier quotation.

Submit or route the order for review in Approvals where applicable.

Follow the business's process for issuing the approved order and tracking delivery.

Open Approvals and identify the item awaiting review.

Check the business need, supplier, quotation comparison and purchase details available.

Confirm the request follows internal purchasing limits and approval rules.

Ask the requester for clarification if key information is missing.

Approve or reject according to authority and record the reason where appropriate.

Ensure the requester knows the decision and next step through the agreed process.

Confirm the employee's identity and the information authorized for recording.

Open Employees and check whether a record already exists.

Create or update the employee record using the available fields.

Review role and employment details for accuracy and completeness.

Limit access and sharing to authorized people according to company policy.

Save the record and arrange any related onboarding actions.

Confirm the employee's role, manager, start date and required records.

Create or verify the employee record under Employees.

Use Onboarding to organize the onboarding information and tasks available.

Arrange role-appropriate equipment, access and introductory training.

Explain workplace policies, responsibilities and reporting arrangements.

Review outstanding onboarding items with the responsible manager and record the next steps.

Review the request in Leave and confirm the dates and information supplied.

Check the applicable leave policy and any relevant staffing requirements.

Ask the employee for clarification if required information is missing.

Approve or decline the request according to the assigned authority and company policy.

Ensure the employee is informed of the decision through the agreed process.

Check that the request status reflects the actual decision.

Open Claims and review the submitted claim details.

Check the business purpose, amount, date and supporting evidence required by policy.

Confirm that the expense is eligible and has not already been claimed.

Request clarification or missing documents where needed.

Approve or decline according to delegated authority and record the reason where appropriate.

Follow the business's payment process for approved claims.

Prepare the transaction file using the supported import format.

Check the source period and retain the original source file according to policy.

Open Import and load the transactions using the available import process.

Review the import result and identify records that need attention.

Resolve formatting or data issues using verified source information.

Proceed to Validation only when the imported records are ready for review.

Open Transactions and review the records awaiting validation.

Check dates, amounts, descriptions and available source references.

Investigate missing, duplicate or inconsistent details against the source information.

Validate only records that meet the company's review requirements.

Post validated transactions into the books using the available posting process.

Record unresolved exceptions and follow the company's correction and approval procedures.

Open Transactions and locate the posted records for the period.

Compare key totals and source references with available supporting information.

Investigate unusual amounts, missing references or unexpected entries.

Document issues and arrange corrections through the authorized process.

Confirm that unresolved items have an owner and next action.

Complete the review according to the company's accounting controls.

Confirm that the transactions for the selected period have been reviewed and posted as required.

Open Reports and generate the Profit & Loss report for the correct period.

Review income, expenses and the resulting profit or loss.

Compare the result with prior periods or the business's expectations where useful.

Investigate material differences using the underlying records.

Record follow-up questions or actions for the responsible person or accountant.

Ask the AI Assistant a clear question using the relevant business context.

Review the answer and identify the records, period or assumptions it refers to.

Ask a follow-up question if the answer is incomplete or ambiguous.

Open the relevant module or record to verify important details against the available source data.

Decide what action is appropriate based on the verified information.

Carry out and record the action in the relevant module using the normal business process.

Ask the AI Assistant about the specific issue and relevant time period.

Review the answer for the items it identifies and any stated limitations.

Open the relevant Finance, Inventory, Procurement, CRM or Sales records.

Verify the status and context in the source module before deciding that action is needed.

Prioritize the issue using business impact, due dates and company policy.

Assign or complete the next action through the appropriate business process.

Confirm the finding in the relevant module rather than relying only on the AI summary.

Determine the owner, required outcome and appropriate deadline.

Use the relevant module's available task, record or follow-up process.

Communicate with the customer, supplier or colleague when required by the process.

Review the result and update the source record as appropriate.

Use the AI Assistant again for clarification if useful, while retaining human review.