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The same work, today and after setup

Where a request comes in and who it waits with becomes clear once it's drawn. The scenarios below use the same dot drawing to show work in an online store, a clinic, and a hotel as it runs today and after a new setup; under each one you'll find where work gets lost, what discovery looks at, and why that path was chosen.

Order and return questions answered by hand

E-commerce after the order

Stage shown in the drawingE-commerce

Today

  1. Order status and return questions come in through the online store, the marketplace, WhatsApp, and email.
  2. They all land with the same person, who checks each order and writes every reply by hand.
  3. Unanswered questions pile up, and a return request waits its turn among them.

After setup

  1. Questions from every channel gather in one log and are sorted by type.
  2. A draft reply to a status question is prepared from the order record; the decision to send it stays with the team.
  3. Exceptions that need a decision, such as returns, go to a specific person on the team.

Where work gets lost

The same customer writes again on another channel, and the team spends time on the same question twice. A missed return request turns into a negative review, and a late reply can send the customer’s next order to another store.

What discovery looks at

The types of questions and the channels they come from; which replies can be prepared from the order record; who a return request reaches, and how long that takes.

Why this path

The answer to a status question already sits in the order record, so the reply can be prepared from there and the team's time goes to work that needs a decision, like returns.

Related service areas

The question log, drafts prepared from the order record, and the handoff of exceptions belong to these areas:

Appointment questions waiting across channels

Clinics on the industries page

Stage shown in the drawingClinics

Today

  1. Appointment and information questions come in through a web form, Instagram, WhatsApp, and phone calls.
  2. Questions waiting for a reply build up in each channel.
  3. The same question lands with two people; both may answer it, or each may wait for the other.

After setup

  1. Questions gather in one shared log, and each one is logged once.
  2. The log shows who answers each question, and the patient gets a single answer.
  3. A question left unanswered comes back to its owner as a reminder.

Where work gets lost

Two people spend time on the same question, or no one answers it. A patient who gets no reply books with another clinic, and conflicting answers erode trust in the clinic.

What discovery looks at

Which channel a question comes from and who it lands with; who gives the answer; what information an answer needs, and what can stay in the clinic's own system.

Why this path

Turkey's Personal Data Protection Authority, in its guidance, gives even the department an appointment is booked with as an example of health data. So Krafera builds the setup on just enough information to track who has each question and whether it has been answered; the system that holds patient records stays where it is.

Related service areas

The shared question log and the reminder for unanswered questions rest on these areas:

Group and event requests left without an owner

Hotels: inquiries, confirmations, and guest communication

Stage shown in the drawingHotels

Today

  1. Group and event requests arrive by email, through a form, by phone, and from agencies.
  2. Requests from these channels land with different people, and nothing records who has each one.
  3. A request caught between two people sits unanswered because no one takes it on.

After setup

  1. Requests from every channel line up in a single request log.
  2. Each request has an owner, and the record shows what stage the quote is at.
  3. Once a quote is sent, the owner gets a reminder on the follow-up date.

Where work gets lost

A request with no owner gets a late quote or none at all, and the group or event revenue goes to a competing hotel. The team loses time every day working out who has which request.

What discovery looks at

Which channel a request comes through, who it reaches, and when; the moment the quote is prepared and sent; whose calendar the follow-up sits on.

Why this path

Cutting channels could make things harder for guests or agencies. So the channels stay, and each request ties into one record no matter where it came from; today's email and booking tools may not need to change either.

Related service areas

The request log and its owner, the follow-up reminder after a quote, and agency emails tie into these areas:

In discovery, Krafera works out what these drawings would look like in your business: it examines the path your work takes today with your team and builds its proposal around it.

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