What problem does this SOP solve?

It eliminates data silos and guesswork by enforcing timestamped records, clear owners, and immutable logs so leads do not fall through the cracks.

How fast should first contact occur?

The SOP target is first contact within four hours with an auditable trail for each event.

What core systems are required?

Core systems include a CRM as the source of truth, an LMS or scheduling system, a billing system, a direct mail provider, and an analytics layer plus a single automation layer to orchestrate APIs and webhooks.

How is direct mail tracked and logged?

Send a postcard after qualification, record the mail order ID and expected delivery window, and update the contact record when delivery confirmation arrives to capture a delivery timestamp.

Which automation tools are recommended for a pilot?

Use Make or Zapier for quick pilots. For heavier transforms use Python or AWS Lambda. Use Google Sheets for interim logs and PostcardMania for postcard delivery tracking.

What SLAs and owners should be set?

Example SLAs: Intake Owner first contact 4 hours, Direct Mail Ops send within 48 hours of qualification, Finance invoice within 24 hours of enrollment, Reporting Owner weekly reconciliation.

How do I run a quick pilot?

Map critical flows and owners, pick one automation layer, implement 2 to 3 triggers (new lead, enrollment, mail confirmation), run a four week pilot using Google Sheets for logs and PostcardMania for mail, and perform weekly audits.

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