When the process only moves if someone keeps pushing
What it looks like in practice
- Coordinating installation or service appointments, where most cases need more than one contact attempt.
- Verifying with the end customer that the delivery actually happened, instead of trusting that someone marked it as delivered.
- Following up on documents and advance payments stuck because the approver hasn't seen them yet.
Recents
- Customer · installation appointmentno answer · 9:02
- Customer · installation appointment (2)no answer · 11:30
- Advance payment approvalno answer · 12:15
- Customer · installation appointment (3)no answer · 17:48
What the agent does
It detects the pending case, contacts the right person on the channel where they actually reply, negotiates date and conditions, handles the person who answers in five messages in a row and the one who lives where streets have no names, logs the result in your system, and escalates to a human only when judgment is needed.
Systems
CRM, ERP, your operations system, WhatsApp and the internal channels where your people already work.
What's measured
Percentage of cases closed without human intervention, days cut from the process window, and effective contacts per case.