Customer workflow systems

Turn inquiries, follow-ups, and customer handoffs into one dependable workflow.

I build lightweight systems for service businesses that need faster lead response, clearer onboarding, fewer dropped tasks, and reporting an owner can understand without buying another enterprise platform.

Lead & Customer Workflows Process Documentation & SOPs Follow-up & Task Routing Dashboards & Reporting DFW · Nationwide

Discuss your workflow See the onboarding build

The problem I solve

What service businesses tell me

These are usually workflow problems, not people problems. The fix is a clear source of truth, automatic next steps, and sensible human checkpoints.

What your team says	What I build
"Onboarding takes 3–4 weeks and customers keep asking where they are"	Self-serve intake → automated confirmation → real-time status page. Customers stop calling; your team stops playing phone tag.
"We cannot tell which leads need attention without checking three places"	A clean Google Sheets pipeline and HTML dashboard showing status, owner, response time, and next action in one view.
"Only one person knows how this process really works"	SOPs in Google Docs plus a NotebookLM knowledge base the team can query in plain language.
"Our AI draft emails feel robotic — customers know it's automated"	Gemini-drafted emails that pull in the customer's own variables — property type, use case, history — so they read like someone actually wrote them.
"We need this fixed without replacing every tool we use"	A focused automation sprint built around Google Workspace, Zapier, and the systems already familiar to your team.

Relevant proof

Systems designed for a real service-business context

The Enderby Gas engagement shows the full reasoning behind the work: diagnose the bottleneck, design the workflow, define safeguards, document it, and decide what should happen next.

Lead & onboarding flow · Project 01

Zero-Touch Customer Onboarding

Built the full intake → route → notify → status-page flow: Tally form with conditional branching, Make orchestration, AI-personalized Gmail confirmations, auto-scheduled Calendar installs, and a self-serve Google Sites portal customers can check without calling in.

Projected impact: time-to-live from 21 days to 8. Inbound status calls cut from 58% to 15% of volume.

The pattern applies to contractors, practices, distributors, recruiters, and other businesses where slow intake or unclear status costs revenue.

Read the case study

Make scenario run: Tally to Google Sheets to Gmail draft to Google Calendar — The live Make scenario — one Tally submission flows through Sheets, AI-drafted Gmail, and Calendar in ~2 seconds.

Team knowledge · Project 02

Institutional Knowledge Capture

Captured 85 years of tribal knowledge from a senior dispatcher into 5 structured SOPs, a NotebookLM knowledge base, and a persona-driven Gemini assistant ("Dale") that answers only from the documented procedures.

Projected impact: new-hire ramp from 6 months to 6–8 weeks. Senior-staff interruptions down 40–60%.

Many established businesses have a "Dale": the person everyone interrupts because the process was never written down. This is the system that reduces that dependency.

Read the case study

Knowledge hub: SOP library, NotebookLM, and AI assistant — The knowledge hub — SOP library, NotebookLM knowledge base, and a persona-driven Gemini assistant.

Customer service pilot · Project 03

AI Receptionist Pilot Spec

Designed a 24/7 AI-assisted service layer with safety guardrails, escalation rules, call recording, and a Looker Studio dashboard tracking containment rate, escalation frequency, and resolution speed.

The spec leads with the conditions under which AI should not answer, protecting safety-sensitive service while testing whether automation creates real capacity.

Read the spec

AI receptionist safety-first architecture diagram — The pilot architecture — safety-guarded routing, KPIs, and an explicit go/no-go framework.

Tooling

What I build with

Tally Google Sheets Google Docs Make Gmail + Gemini Gemini Gems NotebookLM Claude Google Calendar Google Sites Looker Studio Twilio / Vapi (spec'd)

Tool choices follow the workflow. The goal is a system the business can understand, maintain, and improve.

Good first project

Fix one workflow before adding more software

A strong first engagement is a lead-response, onboarding, follow-up, or reporting workflow with a clear owner and measurable result.

briannabates1221@gmail.com LinkedIn Review the proof