BOOKING AND APPOINTMENT CYCLE
Enquiry, booking, confirmation, reminder, change, attendance or no-show, and agreed follow-up.
CUSTOMER OPERATIONS
Keep the work behind every conversation moving.
Keep the work behind every conversation moving.
HEAR.ON can manage defined customer workflows that continue after the first call or message, including bookings, follow-up, recovery, complaint capture and escalation tracking.
Core Workflows
Every workflow needs a trigger, owner and completion condition.
A strong customer operation keeps ownership after the first interaction. HEAR.ON can manage defined workflows that require status changes, reminders, follow-up, escalation and reporting across the customer journey.
FOLLOW UP AND RECOVERY
Missed calls, incomplete bookings, open requests and agreed post-service follow-up.
COMPLAINT CAPTURE AND ESCALATION
Record, categorize, acknowledge and route complaints through the approved client process.
LEAD WORKFLOW
Contact and outcome recording may be added after qualification criteria, ownership and handover rules are approved.
Operations Flow
Trigger. Assign. Act. Record. Close or escalate.
TRIGGER
A call, message, booking event, missed contact or complaint starts the workflow.
ASSIGN
The next action, owner and expected timing are defined.
ACT
HEAR.ON performs the permitted action or coordinates the handover.
RECORD
The outcome, exception and next step are logged.
CLOSE OR ESCALATE
The case reaches the agreed completion point or moves to the approved client owner.
SERVICE BLUEPRINT
Every event has a clear owner, action and completion condition.
EVENTOWNERSYSTEMACTIONCOMPLETION CONDITION
Booking enquiryHEAR.ONClient system / agreed trackerCreate or update bookingBooking status and next step recorded
New leadHEAR.ONLead queue / CRM where agreedContact, qualify and follow upDisposition and next step recorded
Missed callHEAR.ONRecovery queueCallback and recover requestRequest or lead outcome recorded
ComplaintHEAR.ON + client ownerComplaint log / client systemRecord, escalate and update customerResolved or handed over through approved path
Once the workflow is clear, decide how much of the operating layer you want HEAR.ON to own.
Find the right operating model →IN PRACTICE
Customer journeys that need more than one interaction.
A clinic appointment cycle
An enquiry becomes a booking, then a confirmation, reminder, possible reschedule and no-show follow-up — all under one defined process.
A campaign generates leads
New leads are contacted, qualified, retried according to the agreed rules and reported by outcome rather than disappearing in a spreadsheet.
A complaint needs internal action
HEAR.ON owns the communication and follow-up while technical, financial or policy decisions remain with the client.
Workflow Definition
The workflow is agreed before operating responsibility is transferred.
Each process defines the event that starts work, the information required, permitted actions, client decisions, follow-up timing, system of record, escalation route and completion condition.
Workflow trigger and customer identityRequired information and permitted actionsHEAR.ON owner and client ownerSystem access and recordkeepingFollow-up timing and retry limitsEscalation route and completion criteriaReportable outcomes and exceptions
HEAR.ON
Map My Customer Workflow →Map the customer event, action, owner and completion point.
We will use the workflow to define the required service, access, operating model and reporting.