Case study CS-02 · Process architecture / ServiceM8
Sales pipeline & customer journey restructure
EZPZ Mowing runs sales and customer care through ServiceM8 job queues. Christine rebuilt them as 17 queues, each defined by stage entry, next action, follow-up timing and exit rules, so the queue a job sits in describes the customer's progress. The major restructure went live on 11 February 2026 and has been refined since.
- Business
- EZPZ Mowing · Husqvarna Automower specialist
- Platform
- ServiceM8 job queues
- Queues
- 17 · 12 sales, 3 exit, 2 customer care
- Restructure
- 11 Feb 2026 · refined since
- Documented
- 08 Oct 2026, current workflow (E-01)
- Drawing set
- CM-2026-CS02 · 4 sheets · 9 evidence items
CS02.B1 Sales pipeline · simplified from E-01Queues numbered as in ServiceM8
- STAGE 01 · QUEUES 01–04Make contactNew Lead · 1st, 2nd, 3rd Attempt. Same-day first call, then one day apart.G1 · ENGAGED → 05
- STAGE 02 · QUEUES 05–06Pre-consult pricingPCP in Progress · PCP Sent – FF Up. Draft mapping, initial recommendation, high-level pricing.G2 · PCP ACCEPTED → 07
- STAGE 03 · QUEUES 07–10Personalised proposalBooked Consult · Quote in Progress · Quote Sent – FF Up · Negotiation.G3 · ≥ 1,500 m² → SITE VISIT · G4 → 11
- STAGE 04 · QUEUES 11–12Acceptance + installInvoicing · Closed Won. Order equipment, schedule installation, record install date.G5 · FUNDS RECEIVED → 12
EXIT · 13–15
Closed Lost · Lost No Answer (after 4 calls) · Nurture (re-engagement to an active stage)
Closed Lost · Lost No Answer (after 4 calls) · Nurture (re-engagement to an active stage)
CUSTOMER CARE · 16–17
Warranty / Repair · Annual Service Due, 12 months after install
Warranty / Repair · Annual Service Due, 12 months after install
1.0 — Context & problem
Queues that described activity, not progress
The previous queue set (E-02) mixed customer progress with communication activity, such as a “Sent email” queue, and grouped undecided, deferred and negotiating leads together.
Objective
Define every queue by stage entry, next action, follow-up timing and exit rules, so the queue a job sits in describes the customer's progress.
| Previous queue | Current stage / route | What changed |
|---|---|---|
| Contact made – Automower | 01 → 02 → 03 → 04 | Same-day first call; attempts one day apart. After 4 unanswered calls → 14 Lost No Answer. |
| Need to Quote | 05 PCP in Progress · 08 Quote in Progress | Initial mapping and high-level pricing separated from the personalised proposal. |
| Quoted – Customer Undecided | 09 · 10 Negotiation · 15 Nurture | Undecided leads separated by engagement. |
| Accepted | 11 Invoicing → 12 Closed Won | Paid jobs move to Closed Won. |
| Jobs to do in the future | 15 Nurture · 12 Closed Won | Future interest distinguished from work already sold. Service tracked in 16 and 17. |
| Automower quotes to follow up on | 06 · 09 · 10 | Separate cadences: PCP Days 1/4/10; proposal Days 1/4/10/21; negotiation every 4 days. |
| Sent email | Stage matching the email's purpose | Email is logged as an activity on the job; the queue describes customer progress. |
2.0 — Christine's responsibilities
Responsibility matrix
Performed
- Pipeline stage architecture (17 queues)
- Entry, progression and exit rules
- Follow-up cadences
- Legacy queue mapping guide (E-02)
- Stage communication templates
- ServiceM8 queue configuration
- ServiceM8 cadence automation (queue 09)
- Daily queue operation and customer contact
EZPZ team / technician
- Workflow approval (business owner)
- Installation delivery
3.0 — Technical approach & key decisions
Decision rules & cadences
- 4 callsStill unreachable after the fourth call → 14 Lost No Answer.
- 1,500 m²Lawn area at or above → site visit. Below → photos of lawn and outdoor power points.
- Day 10 / 21No response after the PCP or proposal cadence → 15 Nurture.
- 30 daysNegotiation without response → 15 Nurture. Timing resets on each response.
| Queue | Cadence | Exit | Mode |
|---|---|---|---|
| 01–04 Contact attempts | Call, then 1 day apart ×4 | → 14 after 4 calls | MANUAL · CHRISTINE |
| 06 PCP Sent – FF Up | Days 1 / 4 / 10 | → 15 Nurture | MANUAL · CHRISTINE |
| 09 Quote Sent – FF Up | Days 1 / 4 / 10 / 21 | → 15 Nurture | AUTOMATED · SERVICEM8 |
| 10 Negotiation | Every 4 days from latest response | → 15 at 30 days | MANUAL · CHRISTINE |
Mapping rule for migration: a job's current stage is chosen from its history and the latest customer response, not from the old queue label alone.
4.0 — Verified outputs & results
Live in ServiceM8
- Major pipeline restructure implemented in ServiceM8 on 11 February 2026, then extended through later refinements to the current 17 queues (E-06).
- Every queue defined by stage entry, next action, follow-up timing and exit rules (E-01).
- Legacy queue labels mapped to current stages (E-02).
- Proposal follow-up sequence automated in ServiceM8; stage templates in use on live jobs, June to October 2026 (E-03 – E-09).
The dates of individual refinements after 11 February are not recorded. PCP and proposal content is covered in CS-03.
5.0 — Tools & systems used
ServiceM8 job queues
ServiceM8 automation
ServiceM8 job diary
SMS + email templates
Capability demonstrated
- C1
- Process architecture: 17-queue stage model, configured
- C2
- Decision rules with explicit thresholds
- C3
- Four cadences; proposal sequence automated
- C4
- Change migration from legacy queues
- C5
- Stage templates with a clear next step
6.0 — Evidence
Templates in operation
SMS · 29 Sep 2026 · Stage 01First-contact SMSRedacted · Customer name, contactE-03 · SMSOpen evidence ⤢Sent before the first call: identifies Christine and EZPZ, confirms the enquiry, says a call is coming and offers a reply link.
Email · 28 Sep 2026 · Stage 06Quick Question On Your SetupRedacted · Customer name, emailE-04 · EmailOpen evidence ⤢PCP follow-up: names the three decision factors (fit, timing, investment), asks which applies and routes to a consult or site visit.
Email thread · Sep 2026 · Stage 07Pencil in visitRedacted · Customer, location, staffE-07 · EmailOpen evidence ⤢Site-visit coordination: a visit proposed for a day the team is in the area, then rescheduled to suit the customer.
SMS + email · 01 Oct 2026 · Stage 09Proposal follow-upRedacted · Customer name, contactE-08 · SMS + emailOpen evidence ⤢Automated ServiceM8 sequence after the proposal: an SMS and an email that ask what is holding the decision up.
Email · 10 Jun 2026 · Stage 12You’re Booked In — Installation ChecklistRedacted · Customer name, technicianE-05 · EmailOpen evidence ⤢Confirms date and time, lists pre-install preparation, states the technician’s role, day-of messages and photo consent.
Email · 28 Sep 2026 · Stage 17Automower Annual Service DueRedacted · Customer name, emailE-09 · EmailOpen evidence ⤢Annual-service contact after the internal reminder: asks for availability over the next two weeks.
7.0 — Full technical drawing set
CM-2026-CS02 · four A3 sheets
The complete, original case study, including the full process-flow drawing and communication register. Opens full screen in a new tab; best viewed on a larger display.
Open full technical drawing set- ASystem overview / role / evidence index
- BPipeline process flow
- CCadences / communication register
- DImplementation / capability