Custom
Automates the business's own workflow, the one that fits into no box.
That one step only you take
Every business has a routine of its own that looks like nobody else's, and that gets explained to every new person who joins.
There is the Saturday call to the salesperson on duty, the check before accepting a job, the order in which three things are asked because one depends on another. It is not a textbook use case: it is how this particular business works. Nobody has ever written the whole of it down, it lives in two people's heads and it falls over the day one of them is off.
It learns your flow, exceptions included
The others are skills that come ready-made. This one is built out of how you work, which is exactly the part that cannot be packaged.
- It follows the order and the rules you give it, the odd ones included.
- It chains steps: if this happens, then that.
- It connects to the tool that holds that process up.
- It tells the normal case from the exception you have planned for.
- It leans on the other eight skills instead of repeating them.
- It changes when the process changes, without being rebuilt.
How it gets built
There is no catalogue to show here: what gets defined is the process and what it means for it to go well.
| What it needs | |
|---|---|
| The process | The flow told the way you would tell it to someone starting tomorrow. |
| The exceptions | The odd cases and what is done with them, which is where everything breaks. |
| The connections | Which tools have to be touched and what can be read from or written to them. |
| The agreement | What working means, and how far it goes. Settled before anything is built. |
The process, done the same way every time
It stops depending on the one person who knows it. What was a habit becomes written down and carried out.
- Your own flow, working on the phone and on WhatsApp.
- The same criteria at nine in the morning and in August.
- The process written down, which until now it was not anywhere.
- A scope agreed before starting, with no surprises halfway.
- Something that can be changed when the business changes.
When off-the-shelf is not enough
Custom shows up where the process belongs to this business and no other, almost always on top of another skill.
In these sectors
Answers while the team works and leaves the salon's calendar ready for tomorrow.
Takes ten calls at once at peak time and seats the bookings without pulling anyone off the floor.
Books workshop appointments, reports on the car and never lets a sales lead slip away.
Fills the calendar, cuts no-shows and treats every piece of data with the care it demands.
Answers the enquirer when they call, qualifies them and books the viewing before they call somebody else.
Where the limits are
We say it here so nobody discovers it in a demo. Custom is not "we do everything": it is one specific process, agreed beforehand.
- It does not switch itself on. It is defined with you and built; it is not a toggle.
- It does not guess the process. Whatever is not spelled out, it does not do.
- It does not connect to just anything. The tool has to let itself be connected to.
- It is not unlimited. The scope is agreed beforehand, so you know what is in and what is not.
- It does not replace the other eight. It leans on them for what they already do.
What everybody asks
The five doubts of anyone with a process that fits no box.
Tell us your process
If it can be explained step by step, it can be looked at. Start by telling it.
It never comes alone
Custom is built on top of the others: it books, identifies or sends with them and adds the part only you do. These are the other eight.
Handles the questions the business always gets, without slipping up or making things up.
Checks real gaps, gives the appointment, moves it and cancels it. All by voice.
Collects and qualifies the caller's details, and leaves them where the team works.
When it does not know, it says so and passes the call to a person.
Takes the whole problem down from the first contact, and leaves it ready to fix.
Sends the menu, the quote or whichever document is needed during the conversation.
Recognises the caller and pulls up their history before saying anything.
Turns every conversation into data: what gets asked, what is lost, what improves.