Module · The nineteen workflows
Working the old list, and the year after the sale
Lesson 23 of 40 · 5 min
Every advisory has a list it feels guilty about — people who enquired, were never closed either way, and have sat there since. And every advisory loses the customer it already won, because nobody calls them after the money lands. These two workflows are about both, and they are the cheapest revenue in the business.
Working the old list, twenty-five at a time
6.3 · Let AI call your old contact list
A weekly clock, a query that finds who has gone quiet, a batch of AI calls, and a task so a human reviews the batch rather than trusting it.
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Twenty-five, two at a time, twenty seconds apart. The batch settings are not a technical detail — they are what stops a reactivation campaign sounding like a call centre. A client will ask about pace, and the answer is a field.
How “dormant” is defined, and why not the obvious way
The query behind it measures silence by the last note logged against the contact — deliberately not by when the record was last updated:
An automation that touches a record makes a dead case look worked. Anything writing to the contact moves its updated timestamp, so a list built on “not updated recently” quietly empties itself as you add more automation. Measuring on the last human-visible event instead is the fix, and it is the kind of judgement that separates a working CRM from a tidy one.
The same decision appears in the morning sweep. When two independent workflows in an org make the same unobvious choice, that is a house rule — and a partner who can name it sounds like someone who has run one of these before.
The year after the sale
6.4 · Welcome, onboard and ask for a referral
The disbursal fires it. Then a welcome mail, a wait, a thirty-day check, a longer wait, and the six-month review that asks for the referral.
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Two of those boxes are waits, and one of them is five months long. That is the whole trick. No team reliably calls a customer five months after their loan was disbursed — not because they do not want to, but because nothing reminds them. A workflow does not forget, and it costs nothing to wait.
Why the six-month call is worth making
| Beat | What the customer gets | What the business gets |
|---|---|---|
| On disbursal | A plain note on what happens next — first EMI, documents, who to call. | Fewer “what happens now?” calls. |
| At thirty days | A human checking the first EMI went cleanly. | Problems found while they are small. |
| At six months | Their rate run against the panel as it stands today. | The referral ask, at the one moment it is welcome. |
On disbursal
- What the customer gets
- A plain note on what happens next — first EMI, documents, who to call.
- What the business gets
- Fewer “what happens now?” calls.
At thirty days
- What the customer gets
- A human checking the first EMI went cleanly.
- What the business gets
- Problems found while they are small.
At six months
- What the customer gets
- Their rate run against the panel as it stands today.
- What the business gets
- The referral ask, at the one moment it is welcome.
The ask lands because the call is useful first. The task tells the advisor to run the rate before asking for anything — so the referral request follows a piece of genuine service rather than replacing it. That ordering is written into the task description, not left to whoever picks it up.
The gate at the top
The trigger fires on any update to an enquiry, so the second box checks that the stage is the one that matters and stops otherwise. One arm, no second branch — a guard rather than a fork.
A condition with only one arm wired is normal and correct. You will see it five times across this org. It reads as “only carry on if…”, and it is how a broad trigger is narrowed to a specific moment.
Change one thing
- Open the six-month wait and make it three. Say what that does to the conversation — is the rate likely to have moved?
- Open the reactivation query and find the window that defines dormant. Change it, and think about how many calls that adds.
- Read the batch report task. It exists so a person listens to two calls at random — decide whether you would keep that for a client, and be ready to say why.
Next: The morning sweep: what has gone quiet — closing the loop back to the ad platform that produced the enquiry in the first place.