Chapter 02
Audit process: Up to four touchpoints, 3h 15m in total, spread over fourteen days. The 15-minute checkpoint is optional.
The owner, operations lead and both coordinators. For this example we review call logs, voicemails, web forms and WhatsApp enquiries to locate the response gap.
Illustrative
A composite company, not a client. We model the inputs and the queue examples, then derive every total from the assumptions shown. A real audit measures each workflow in your operation.
- Profile
- Multi-van repair and maintenance operator
- Revenue
- €4.5M
- People
- 32
- Vans
- 14
What goes into it
Conversations
3h + optional 15m
We start with the owner, then work with whoever runs the first process. The checkpoint is optional. We interview nobody to pad a page count.
-
01
Discovery
30 min · free · day 1
-
02
Deep dive
90 min · days 4–8
-
03
Checkpoint
15 min · optional
-
04
Walkthrough
60 min · day 14
Recorded with agreement, or captured as structured notes; retention agreed first
What we read
6 things, not archives
Whatever the work runs on, including the spreadsheet nobody admits to. We ask for samples, not archives.
-
The price card, and the exceptions to it
commercial
-
A month of call logs, voicemails, web forms, email and WhatsApp enquiries
sample
-
The job sheet
template
-
Representative peak and quiet dispatch weeks, plus holiday and on-call rules
export
-
What counts as an emergency, and what it costs
judgment
-
Warranty and after-care terms
reference
Read once, quoted back with the source
What we look inside
6 tools, already paid for
The tools the process already touches. We buy no new software during an audit.
- Cloud phone system Call logs, voicemail and recordings where permitted
- Pennylane Invoices and payments
- Google Workspace Web forms and email
- Google Calendar The dispatch schedule
- WhatsApp How engineers report
- Excel Prices and job sheets
Mapped as one picture, not a list
- 6
- Tools in the picture
- 5
- Processes timed
- 3,262
- Modelled hours a year
- 4
- People we spoke to
Where your information goes
You know what we process, where it sits and who sees it.
Your existing tools remain the systems of record. Connections use approved integrations or least-privilege service accounts, and we do not maintain a separate Hundredfold database containing your customers.
We document this before access begins: the content we process, the model and provider, hosting region, retention, training use, subprocessors, permissions and deletion path. If you already have an approved AI provider, we work inside that agreement where it fits.
Your data, workflow configuration, written rules and documentation remain yours. Third-party models and connectors remain subject to their own licences.
Where the hours go
3,262 hours a year
The modelled hours across all five processes, split between what the system could carry and what stays with a person. A real audit replaces these inputs with observed work.
How the year divides
69%
The system could carry
Stays with your team
What each process contributes
The first build followed by the audited roadmap. Each step starts where the one before it finished, so you can watch the modelled totals add up.
P1
Enquiry handling and booking
75%
P2
Quote follow-up
70%
P3
Scheduling and rescheduling
55%
P4
Job reports into invoices
65%
P5
After-care and reviews
85%
Total
hours a year
69%
Judgment, exceptions, and the relationships. This is the part of the job worth a person doing.
1,023 hours a year
Implementation timeline
9 weeks · ongoing
Audit
Implementation
Enquiry handling and booking
Audited roadmap, scoped and priced one process at a time
Quote follow-up · Scheduling and rescheduling · Job reports into invoices · After-care and reviews
Operated
Fourteen days allows stakeholder scheduling, evidence review and validation. The walkthrough happens sooner when those inputs are ready.