Worksheet for one process
How to map one request from Viber, WhatsApp, phone, email, or Excel
Use this as a worksheet for one real order, quote, or request before deciding what should be automated.
01
Pick one concrete case
Pick one typical request from the last week. Do not try to describe the whole company at once. The goal is to see where that one request first appeared, who took it, where it was copied, and when the customer got the next answer.
- 01
One Viber or WhatsApp message where a customer asked for price, timing, or availability.
- 02
One phone call after which someone had to send a quote or confirmation.
- 03
One Excel row for a quote that is still waiting for a customer reply.
- 04
One email with a change to an order, quantity, address, or agreed deadline.
- 05
One request that was delayed because it had no clear owner.
02
Map the request in 20 minutes
Do not draw the ideal process. Write down what actually happened from first contact to the next customer response. Look for places where data is copied, waiting, or dependent on memory.
- 01
Source channel
Where the request first arrived: Viber, WhatsApp, phone, email, form, or Excel.
- 02
Copied data
Which details were copied into a spreadsheet, message, email, invoice, or another tool.
- 03
Status and owner
Who currently owns the next step and what state the work is in: new, waiting for quote, sent, waiting for customer, or done.
- 04
Next customer contact
When the customer should hear back and what must happen before that response.
03
Track only fields that change a decision
If a field does not help someone decide, answer the customer, or see delay, it should not be in the first version. A small business does not need another administration layer.
Source: where the request came from.
Customer and contact: name, company, phone, or email.
Short request: what the customer needs and which deadline matters.
Status: new, in progress, quote sent, waiting for reply, done.
Owner: the person responsible for the next step right now.
Next contact: date or agreed moment for the customer response.
Link: quote, email, document, or existing record.
04
What a small first version looks like
Today
A Viber or WhatsApp message stays in chat.
Working record
The request is captured with source, customer, short note, and owner.
Gain
01The team does not search private messages for the agreement.
Today
Excel has the quote but not what is waiting.
Working record
Each quote has a status and next contact date.
Gain
02Open quotes are visible before they become a problem.
Today
The owner asks the team for daily status.
Working record
A view of open, waiting, and overdue requests.
Gain
03Attention goes first to work that can slip.
Next guide
Check whether Excel still helps.
Once you can see the path of one request, the next question is practical: does Excel still help, or has it started hiding status and ownership?