I'm not talking ad creative or copy. I mean the boring part after someone books, replies, or half fills a form.
We patched together HubSpot workflows, Zapier, and some custom follow up logic. Helped a bit. Still had two warm leads this week get tagged correctly, show up as processed, and then sit because one branch wrote the note but never created the reminder.
That kind of miss is brutal because on paper the funnel looks healthy. CPL looked fine. Reply rate looked fine. Then revenue leaked in the handoff nobody checked.
I'm starting to think the real problem is not generating more touches. It's proving the boring ops chain actually completed all the way through.
If you're using AI in follow up, what are you checking so you know a lead was actually routed, reminded, and answered instead of just marked done somewhere?
Anyone else finding the handoff after form fills is where AI ops still falls apart?
byu/Acrobatic_Task_6573 inbusiness
Posted by Acrobatic_Task_6573
1 Comment
This is not an AI problem, and probably not a workflow problem either, but it could be. It’s a documented process problem. I’m three years in on my current HS instance, 110 agents, over 2 million transactions a year, 500+ workflows, blah blah blah.
The shit that keeps our stuff moving with zero drops? Flowcharts and doc files that everyone sees and follows. Took almost a year to build all the docs, and involved almost every level of the company. We still uncover some old workflows that close the wrong stuff, but the agents catch them within an hour or two, because theose break the process they follow.
Look at you customer journey from onboarding to invoicing. Start at awareness. Get that team in a room and book 8 one hour long meetings, one a week. Whiteboard everything. Use different colors for customers, agents, and workflows. Each week, set tasks for the team to document each step. DO not build any automations or change any flows for the first four weeks. But make a list.
Once you have that list, put it in order, and review it along side the flowchart you have built. Determine your exit criteria where it moves to other teams. Now, build your CRM and Operational flows….
Move to the next team.
It is a shitty process to start, and people will get frustrated. You absolutely need exec buy-in and engagement. A COO champion is the best way to go. Once everyone has their processes documented and work from them, the process just becomes part of day to day work. I just added a process auditor role to my team this quarter, and they just repeat this process process year round and help them teams communicate their needs.