客服流程檢視：工單、回覆與交接

Current process map (order intake → production)

1. Customer sends an inquiry via website form, phone or Instagram DM
2. Owner (Dan) replies personally, often 1–3 days later
3. Dan measures on site, sketches by hand, photographs the sketch
4. Quote typed in a Word template, emailed as PDF
5. Customer pays 50% deposit by bank transfer; Dan checks the bank app manually
6. Sketch and notes handed to the shop lead on paper
7. Shop lead orders wood by phone; adds job to the whiteboard

Bottlenecks and losses

Problem	Where	Impact
All inquiries go through one person	Steps 1–2	~20% of inquiries never get a reply; slow first response
Paper handoff to the shop	Step 6	3 rework cases last quarter due to lost or misread dimensions
Deposit checked by hand	Step 5	Jobs start late; once a job started without a deposit
Whiteboard is the only schedule	Step 7	Delivery dates promised without seeing the load

Improved process

1. All channels lead to one shared inbox; office manager replies within 4 working hours with a booking link for measurement
2. Measurements entered into a job card (shared spreadsheet or simple CRM): dimensions, wood, finish, photos
3. Quote generated from a price sheet with standard options; Dan approves only non-standard items
4. Office manager confirms the deposit and marks the job card "Ready for production"
5. Shop lead takes jobs only from the "Ready" column; materials ordered from the card
6. Delivery date given only after the job is placed on the shared schedule

Simple metrics to track

• First response time — target: under 4 working hours
• Inquiry → paid deposit conversion — current estimate 25%, target 35%
• Rework cases per month — target: 0–1
• On-time delivery — target: 90%

Step-by-step plan

1. Week 1: set up a shared inbox and a job card template
2. Week 2: build a price sheet with the 12 most common options
3. Week 3: move the whiteboard to a shared schedule; train the shop lead
4. Week 4: review the first 10 orders against the new metrics