Knowledge Base

This SOP applies to all employees involved in the sales, business development, customer onboarding, and support teams who interact with the Kounted Teamwork DESK platform. It covers procedures from the qualification of orders to the successful onboarding of clients, emphasizing the use of the platform for tracking, communication, and task assignment.

• BD: Business Development
  
• CO: Customer Onboarding
  
• SOP: Standard Operating Procedure
  
• Ticket: A documented request or task generated in the Kounted Teamwork DESK platform.
  

[Teamwork Desk Platform]

All orders, interactions, decisions, and actions taken throughout the BD and CO phases will be document in Teamwork DESK platform. This ensures a comprehensive and accessible record for each client, facilitating ongoing support, service excellence, and internal accountability.

Sales leads and opportunities generated/received should be forwarded to hello@kounted.ae

1. BD.QUALIFY
   
2. BD.SCOPE
   
3. BD.QUOTE
   

STAGE BD.01: QUALIFY

• Objective: 
  
  • Document minimum required information to enable further scoping of the opportunity/lead/order
    
  • Minimum information required:
    
    • Client, Full-name
      
    • Client, contact details
      
    • Summary of discussions, or attach email, whatsapp, text etc. thread
      
    • Confirm whether it’s an opportunity for $KORP, $KWAY or both solution types
      
• Procedure:
  
  • An email to hello@kounted.ae will generate a ticket on the SALES DESK
    
  • Customer Success Associate (CSA) will then convert the communication thread and content to a ticket summary, and tag qualifying attributes, e.g., Division, Jurisdiction, Solution Type, BD stage etc.
    
  • Based on the qualifying attributes, the ticket will either be assigned to BD lead for further scoping, or SQUOTED, and result in a Quote for the BD Lead to sign off and approve for distribution
    

STAGE BD.02: SCOPE

• Objective: 
  
  • Convert Opportunity/Lead to a confirmed sales order
    
  • Collect minimum “Smart Question” feedback for future Compliance stage
    
  • Enable CSA to generate Quote/LOE
    
• Procedure:
  
  • Once ticket has been assigned to BD Lead, BD Lead will update the ticket routinely with latest client interactions and next steps, e.g., meetings, and solution matching efforts.
    
  • BD Lead to document sufficient data and instructions for the CSA to assist with Costing the Statement of Work, and generate a formal Quote or LOE, for the Client.
    
    • NB: Pertinent notes, e.g., assumptions, or disclaimers that need to be added to the quotes and LOEs are to be document in the Ticket as well
      
  • Once this information has been documented, the ticket can be assigned to the CSA, and updated with BD.03: Quote tag
    

STAGE BD.03: QUOTE

• Objective: Generate a quote and communicate it to the client, tracking the process via the Xero Accounting system or future LOE platform.
  
• Procedure:
  
  • CSA will generate a quote or LOE to be sent to the Upon finalizing the quote, update the ticket with the quote details and client communication records.
    

FINISH BD.04 COMPLETE

• Procedure:
  
  • The CSA will continue follow ups until the quote is accepted, or the client request medications to the quote.
    
    • If modifications are requested, ticket changes reverts to BD.02 SCOPE stage
      
    • If new requests are added, a new ticket is created with either BD.01 QUALIFY or BD.02 SCOPE tag, based on context
      
    • If quote is accepted, ticket is changed to BD.04 COMPLETE and assigned to Customer Onboarding team to initiate Compliance, Finance and Setup phases
      

Customer Onboarding and Success (CS) Phase

START

CSA Transfers Ticket to Compliance Team and coordinates the following phases with the CO Leads

1. CO.COMPLIANCE
   
2. CO.FINANCE
   
3. CO.SETUP
   

STAGE CO.01: COMPLIANCE

• Summary:
  
  • The CSA coordinates the collection of documentation CDD.
    
    • Includes checklists, intake forms, certificates and documents etc.
      
  • The information collected during the BD stage and by the CSA (or CSM for VIP clients) will be documented in the ticket, until the Customer Risk Score and associated compliance checks are completed
    
  • The CSA will then coordinate the sign-of on the risk rating by Kounted CEO
    
• Assign the ticket to the team or individual responsible for compliance verification.
  

STAGE CO.02: FINANCE

• Objective: 
  
  • Collect funds prior to service delivery
    
• Procedure:
  
  • Update the Xero Profile with complete billing details
    
    • Minimum Profile data to be listed in reference document
      
  • Issue the client with collection bill
    

STAGE CO.03: SETUP

1. Objective: To prepare and transfer all necessary documentation for service implementation, leveraging the Kounted Teamwork DESK platform for efficient handover.
   
2. Procedure:
   

• Document service instructions and transfer all relevant documents to the client's project folder within the platform.