The detailed journey from enquiry to aftercare.
This page holds the full ProjectLink pipeline. Other pages keep the language simpler; this is the detailed operating map.
- 01Customer finds youLaunch
- 02Lead gets organisedBack Office
- 03Customer is followed upCall Centre
- 04Job creates proofLaunch + Back Office
Lead received to aftercare.
Use this map to see where Launch, Back Office and Call Centre each support the customer journey.
- 01
Lead received
A new enquiry arrives through the website, phone, email, Google profile, referral or social channel.
LaunchLaunch improves the public front door so better enquiries arrive with context.
Back OfficeBack Office creates the lead/customer file and records source, job type and next action.
Call CentreCall Centre can make initial contact or callback where agreed.
- 02
Initial contact
The customer needs a fast, professional first response and useful qualification.
LaunchLaunch sets clear expectations about what happens next.
Back OfficeBack Office records details, missing information and owner of the next step.
Call CentreCall Centre qualifies the lead and confirms key details where agreed.
- 03
Appointment booked
A survey, quote visit, call or appointment is arranged and confirmed.
LaunchLaunch explains survey or prep expectations where useful.
Back OfficeBack Office confirms diary/admin details and keeps the file current.
Call CentreCall Centre books or confirms appointments and reduces missed conversations.
- 04
Quote sent
The customer receives the quote, proposal, scope or next-step price message.
LaunchLaunch provides trust and proof that support the customer decision.
Back OfficeBack Office turns rough notes into clearer customer-facing admin: quote, email, invoice note or next step.
Call CentreCall Centre can check the quote was received and understood where agreed.
- 05
Follow-up
The customer has not yet decided and needs useful, timely follow-up.
LaunchLaunch improves future FAQ/objection content.
Back OfficeBack Office queues written follow-up and keeps CRM/admin status visible.
Call CentreCall Centre chases warm quotes professionally where agreed.
- 06
Job booked
The customer accepts and the job needs booking, deposit, documents or prep instructions.
LaunchLaunch reinforces confidence through process and proof content.
Back OfficeBack Office tracks acceptance, deposit/admin steps, documents and customer instructions.
Call CentreCall Centre can confirm details or next steps where agreed.
- 07
Job in progress
The work is underway and customer updates or notes may be needed.
LaunchLaunch may host prep/process guidance customers can refer to.
Back OfficeBack Office keeps job notes, changes, updates and document requirements organised.
Call CentreCall Centre can provide agreed customer check-ins or updates.
- 08
Job complete
The job is finished and the business needs clean completion admin.
LaunchLaunch identifies proof opportunities from completed work.
Back OfficeBack Office handles completion notes, documents, review prompts and proof capture.
Call CentreCall Centre can check satisfaction where agreed.
- 09
Payment due
The customer has been invoiced or payment is outstanding.
LaunchLaunch can set payment/process expectations where useful.
Back OfficeBack Office tracks invoice/payment status and sends written reminders.
Call CentreCall Centre can make agreed payment reminder calls.
- 10
Aftercare
The relationship finishes professionally and feeds future trust.
LaunchLaunch uses genuine reviews, photos, FAQs and proof to improve future enquiries.
Back OfficeBack Office prompts review/referral requests and organises proof for future use.
Call CentreCall Centre can support review/referral/aftercare calls where agreed.
Request a free pipeline check.
Send your website/profile and the part of the customer journey that feels weakest. ProjectLink will recommend the most sensible first step.