Days 1–2
Kickoff
We agree the exact path, the staff member, and whether the interview is at your Klang Valley desk or by video. You send a working link or book the tablet hour. Forty percent holds the week on a Full Pipeline Map.
Engagement
Fourteen days on one capture path
A Full Pipeline Map is a short, dated visit to a live lead-capture app — not an open-ended retainer. This is the sequence we keep, including the hour that belongs to the person who replies.
Days 3–6
Walkthrough
We complete the capture path as a first-time visitor, then fail a submit on purpose. Every confirmation line is quoted. Every button on the thank-you screen is treated as a fork and followed once.
Days 7–9
Staff hour
Arif sits with the callback owner at the hour the list actually moves. We want a redacted Tuesday, not a tidy month. If the receptionist also translates consent forms, that double job goes on the map.
Days 10–14
Map and readout
You receive a PDF. The 45-minute readout includes the manager and the person who replies. Changes after that sit with your team unless you later book a Quarterly Check.
What we need from you
- A live capture link, or a supervised hour with the counter tablet
- Permission to complete a test enquiry and delete it afterwards
- Forty-five minutes of the callback owner’s time
- If WhatsApp is part of the handoff, a redacted screenshot of a typical thread — other customers’ numbers hidden
- A sentence if the path is about to be rebuilt, so we do not map a version that dies mid-week
What we will not do in those days
We will not pose as mystery shoppers at a third party’s event without your written instruction. We will not join a customer WhatsApp group as a silent member. We will not rebuild the capture app, write advertisements, or train the whole front-of-house roster. Those jobs belong to other desks.
Capture Point Review and Handoff Mapping use a shorter cut of this sequence: the screen only, or the hour after submit only. Quarterly Check repeats the walk on a path we have already drawn, with a change log on page one.
Before you write
Do you install or replace our lead-capture app?
No. We walk the path that is already live, write the map, and leave the change list with you. If you later replace the app, a Quarterly Check can redraw the same path; a brand-new app is a new Full Pipeline Map.
Will someone come to our counter in Kuala Lumpur?
For a Full Pipeline Map, a Klang Valley visit within about 25 km of Taman Len Sen is included when the capture path lives on a tablet or the callback owner cannot spare a video hour. Farther desks are quoted with a travel line. Capture Point Reviews are remote unless the form exists only on a counter device.
What language do you work in?
The map and readout are in English. We read capture fields and confirmation lines in English, Bahasa Malaysia, and Chinese labels, and we quote those lines as they appear on the screen.
How soon can you start?
We answer enquiries within two working days. Kickoff dates usually sit two to three weeks out, longer around Hari Raya and Chinese New Year when counters run special hours.