Contact person: Business Client

Phone:Show

Email:Show

Location: Westminster, United States

Budget: Recommended by industry experts

Time to start: As soon as possible

Project description:
"1. CALL CENTER WORKFLOW OVERVIEW
Trigger: New Lead Created

Immediately alert the call center (via desktop + SMS notification).

Leads must be contacted within seconds.

Call Center Actions

Call Lead → Attempt #1.

If Contact Made (Yes):

Gather full customer information: name, phone, address, email, project type, timeline, etc.

Input data into a single unified screen (contact + opportunity fields visible).

Access or embed calendar view directly in call center UI to schedule appointment.

Choose from available appointment slots (prevent double-booking).

Mark opportunity as Qualified and assign to sales rep.

Send automated confirmation to customer (SMS + Email).

If No Contact:

Trigger automated SMS after 15 minutes.

Trigger automated Email after 1 hour.

Continue call attempts over 3 days.

If still no contact after 3 days → move to Follow-Up pipeline.

Follow-Up Automation

Begin weekly SMS + Email drips for 45 days.

If no response → move to Dead Lead.

If customer sends STOP or expresses anger → move to DNC (Do Not Contact).

2. PIPELINE STAGES
Call Center Pipeline

New Lead

Attempt 1

Attempt 2

Attempt 3

Qualified (Contact Made)

Follow-Up (No Contact)

Dead

DNC

Sales Pipeline

Lead Issued

Appointment Set

Demo Completed

Sold

Demo Not Sold

No Demo

3. AUTOMATIONS (WORKFLOWS)
1. New Lead Alert Workflow

Trigger: New lead created.

Actions:

Instant notification (SMS + Email) to call center rep.

Create Opportunity in "Call Center" pipeline.

Auto-assign to available call center agent.

2. Contact Made Workflow

Trigger: Opportunity moved to Qualified.

Actions:

Gather and save client info.

Schedule appointment in integrated calendar.

Assign to correct sales territory rep.

Send confirmation message to client.

3. No Contact Workflow

Trigger: No contact logged within 1 hour.

Actions:

Send SMS ("Hi, this is Hardman Homes… we received your inquiry.").

Wait 45 minutes → Send Email ("We’d love to schedule your free estimate.").

Repeat call/SMS/Email cadence for 3 days.

If still no response → Move to Follow-Up.

4. Follow-Up Workflow

Trigger: Status = Follow-Up.

Actions:

Begin weekly SMS and Email drips.

Continue up to 45 days or until client replies or texts STOP.

STOP → Move to DNC.

No reply (45 days) → Move to Dead.

4. CUSTOM FIELD + UI REQUIREMENTS
Folders & Field Groups

Contact Info: Name, Email, Phone, Address, Zip.

Sales Info: Project Type, Appointment Date, Appointment Time, Sales Rep, Lead Source.

Payment Info: Deposit Type, Financing Option, Loan #, Check #, Notes.

Project Details: Fence/Deck/Windows selection, HOA Required, Permit Required, Notes.

All fields should be visible in a single call center view to avoid tab switching.

Calendar Integration

Must prevent double-booking.

Allow call center reps to see available times by rep and branch.

Appointment confirmation triggers workflow + customer notification.

5. ESTIMATES / PROPOSALS SETUP
Objective

When a sales rep creates a quote, selected items automatically populate into a branded proposal template.

Build Process

Create product library with:

Windows, decks, siding, gutters, doors, patios, fences, etc.

Include name, cost, markup, and tax.

Create branded estimate template under Payments → Estimates/Invoices:

Company logo, colors, and MHIC #.

Scope of Work section with merge fields.

Dynamic product table linked to Product Library.

Signature and payment schedule section.

Link estimate to Opportunity → auto-fill contact, opportunity, and project info.

Trigger automation to email estimate to customer once rep clicks “Generate Quote.”

6. LEGAL CONTRACT CLAUSES

Payment Terms:
Payments are due as follows:

Deposit: 33% due upon contract signing.

Materials Payment: 62% due when materials arrive on site.

Final Payment: 5% due upon project completion and customer approval.

Accepted Payment Methods:
Hardman Homes LLC accepts payments by credit card, check, ACH, or cash. Debit cards are not accepted. All card transactions are processed as credit card payments and are subject to a standard 3.0% processing fee. Customers wishing to avoid this fee may pay by check, ACH, or cash.

7. OUTPUT REQUIREMENTS

The freelancer must deliver:

Fully configured GHL pipelines (Call Center + Sales).

All automations (with time delays and conditions).

All custom fields and folders.

Integrated calendar system for appointment scheduling.

Branded estimate/proposal template pulling from product selections.

Testing documentation showing trigger logic.

Flowchart visualization (Yes/No logic for lead handling).

NOTES

System must comply with Maryland MHIC regulations (5-day cancellation, no debit convenience fees, etc.).

All automations must be editable by admin user (Eric Hardman).

UI must be clean, intuitive, and responsive. I am sure there is more and this will be a working relationship to ensure accuracy." (client-provided description)