After the name is captured
Handoff Mapping
A map of what happens once a name leaves the capture app: shared inboxes, WhatsApp groups, printed lists, and the first spoken reply.
In Kuala Lumpur the capture app is often the tidy part. The name then lands in a WhatsApp group titled with the event date, or in an inbox that three agents share and nobody files. Handoff Mapping is for that stretch: from the thank-you screen to the first human sentence.
We sit with the person who actually types the first reply, not the person who approved the app. The diagram is deliberately plain — boxes for the list, the group, the tray — so it can be pinned next to the reception phone.
Who it is for
Teams whose form already works, but whose callback list sits in a group chat, a shared Gmail, or a tray at reception.
What you hold at the end
A one-page handoff diagram plus interview notes from the person who makes the first call or sends the first WhatsApp.
Scope
The path from a successful submit to the first human reply. We do not rewrite the form itself.
Included
- A 50-minute interview with the callback owner
- A reconstruction of one typical morning of incoming names
- A one-page diagram of inboxes, groups, and printed lists
- A short list of handoff changes that do not require a new capture app
Not included
- Form field review (see Capture Point Review)
- CRM selection or migration
- Scripts for a full sales conversation after the first reply
Who draws it
Arif Hassan leads Handoff Mapping. Farah Lim reads the capture confirmation so the diagram starts at the same point the visitor sees.
How the days run
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Confirm the channel
WhatsApp, phone, email, or a printed list — we need to know which one actually moves.
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Interview
At your desk in the Klang Valley or by video. We ask for a redacted morning of names, not a perfect week.
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Diagram
You receive the one-pager and notes. A 20-minute clarification call is included.
Preparation
Access to the callback owner for 50 minutes, and permission to see a redacted slice of the list or group.
Constraints
We do not join a customer WhatsApp group as a silent member. Screenshots you supply must have other customers’ numbers hidden.
How the fee is set
RM 2,400 for one callback owner and one primary channel. A second channel (for example phone plus WhatsApp) adds RM 700.
Next step
Choose Handoff Mapping and name the person who replies. We will ask which channel actually moves before we confirm the date.