Process design
Defining the processes behind PadCareOne
Process blueprints that formed the foundation for PadCareOne. PadCare’s team launched Phase 1, integrated with Zoho, with our guidance continuing through implementation.
- The starting point
- PadCare’s collection and recycling service connects customer onboarding, bin deployment, recurring collections, billing, and renewals. The company was developing PadCareOne to bring these activities into a connected internal platform.
- What we did
- Mapped the customer lifecycle with PadCare’s teams, defined process blueprints and operational exceptions, and supported the internal team with Zoho and implementation guidance.
- The outcome
- Process blueprints that formed the foundation for PadCareOne. PadCare’s team launched Phase 1, integrated with Zoho, with our guidance continuing through implementation.
Working through the customer lifecycle
The relationship began with a two-hour Zoho Books training session, followed by a three-day on-site review in Pune. We then worked closely with PadCare’s teams in intensive working sessions to map the customer lifecycle and work through business scenarios and operational exceptions.
The resulting process blueprints defined responsibilities, handoffs, approval rules, and how operational activity should connect with Zoho. They became the foundation for the customer lifecycle being developed in PadCareOne.
- Customer onboarding and installation
- Responsibilities across Finance, Legal, and Customer Success; required information, escalation rules, and conditions for installation.
- Service scheduling and billing
- How installation should trigger service schedules, how completion should connect to invoicing, and how rescheduling and hard-copy invoice requirements should be handled.
- Changes in service scope
- Different treatment for bin additions, reductions, amended purchase orders, and separate orders, with changes carried through to field activity and future services.
- Renewals and temporary continuation
- Rules for expiry, services continuing while paperwork is pending, approvals, limits, and reconciliation of services already delivered.
Supporting implementation
Our support continued during implementation through brainstorming, approach validation, Zoho guidance, and help resolving blockers. PadCare’s team developed the internal platform; we provided the process blueprints and implementation guidance that helped shape it.
The outcome
PadCare’s team launched Phase 1 of PadCareOne, integrated with Zoho, with the process discussions forming its foundation.
The next stage identified by the team was the complete invoice lifecycle. The blueprints describe the intended customer lifecycle; the launch milestone relates to Phase 1.
“Those discussions laid the foundation for PadCareOne, and I learned so much from you during that time. … Your responsiveness and deep understanding of Zoho helped us move faster and make better decisions throughout the implementation.”
The service behind this work: Finance process automation
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