# BT Web Group — Ops & Delivery

This folder contains the operational artifacts that turn a website lead into a delivered package. Every document here has a defined trigger, owner, and acceptance criteria.

## Lifecycle

```
[Eblast send]
     │
     ▼
[Lead modal submitted] ──► CRM creates lead record
     │
     ▼
[Intake form auto-sent]  ──► customer fills it out (00-intake-form.md)
     │
     ▼
[Kickoff call scheduled] ──► customer picks Calendly slot (02-kickoff-call-playbook.md)
     │
     ▼
[Production starts]      ──► offshore team executes per-service playbook (playbooks/)
     │                       Production tracker (03-production-tracker.md) updated daily
     ▼
[US review checkpoint]   ──► US team reviews + approves OR sends back (04-us-review-checkpoint.md)
     │
     ▼
[Delivery]               ──► email sent to customer with deliverables + report
     │
     ▼
   ┌─┴─┐
   │   │
 [Upsell]      [Cancellation]
 06-upsell-    05-cancellation-
 sequence.md   data-export.md
```

## Owner map

| Step | Owner | SLA |
|---|---|---|
| Lead modal submit → CRM record | Automation | Instant |
| Intake form auto-send | Automation | Within 5 min of CRM record |
| Customer fills intake | Customer | (no SLA — chase at 24h if not done) |
| Kickoff call booked | Customer (via Calendly) | (chase at 48h if not booked) |
| Kickoff call run | US team (Sanket or account manager) | Day 2 of 5-day window |
| Production | Offshore team | Day 3-4 |
| US review | US team | Day 5 morning |
| Delivery | US team or automation | Day 5 EOD |
| Upsell offer | US team | Day 14 post-delivery |
| Cancellation processing | Account manager | Same business day |
| Data export | Offshore + US team | 5 business days |

## Tools used

- **CRM:** existing CRM (sends SendGrid emails, holds lead records)
- **Intake form:** Google Forms (or Typeform if upgraded)
- **Calendly:** dedicated 15-min event type for kickoff calls
- **Production tracker:** Google Sheet (one row per active customer-package)
- **Deliverable storage:** Google Drive (one folder per customer)
- **Communication:** email primary, Slack internal for handoffs

## Before launching

Confirm these are configured BEFORE the first eblast goes out:
- [ ] Lead modal webhook endpoint configured in CRM
- [ ] Intake form built (per 01-intake-form.md) and link tested
- [ ] Calendly event type created (per 02-kickoff-call-playbook.md)
- [ ] Production tracker Sheet created with column headers (per 03-production-tracker.md)
- [ ] Offshore team has access to all playbooks and tracker
- [ ] US team reviewer assigned + review checklist printed (04)
- [ ] Cancellation flow + data export checklist trained (05)