Icon for Custom bike order taskflow solution

Custom bike order

The 'Custom bike order' taskflow is designed to assist you with receiving new custom bicycle orders (without any important details being left out), quoting the customer and submitting a design for the customer's review, building the bike, delivering it, and following up on payments.

A step-by-step guide to Custom bike order

This guide will explain the 'Custom bike order' taskflow step by step.
It makes use of numerous screenshots, but if you'd like to follow along in the Kotive webapp, you can sign up and copy the taskflow into your account for free.
Keep the taskflow open in a separate tab in your browser, and interact with it while reading the steps in this guide.

Section 1: A custom order is placed

In this section, a potential customer places an order for a custom-built bicycle, and the sales person is notified of the new order.

Place an order

The first thing you'll notice on this form is a big paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this taskflow: This paragraph contains instructions on how to personalize the taskflow for you and your company. If you intend to run the taskflow, these changes can not be ignored.

Next you'll notice that there are two faded out fields. These are called 'hidden fields'. These fields capture information without displaying them to the user and make their information available to other tasks in the taskflow.

The taskflow starts when a potential customer fills in this form.

After the customer fills in this form, the next form, 'Your details', is displayed for them to complete.
Place an order

Your details

The process of placing an order is divided into two forms. This is so that the customer only has to deal with a limited amount of questions at a time, making it feel easier to fill in the forms, and resulting in more orders being completed.

In this form, the customer fills in their details (including the measurement required to build their bike), and saves the form. The customer's part in the taskflow is over for now.

Your details

Notify sales

An email is sent to the sales person, notifying them of the new order. Kotive creates the content of the email by pulling in the customer's information from the first two forms.

Let's start by looking at how the email is typed up. There are lots of normal looking text words, but there are also lots of rectangular, shaded in, blocks of text. What's the difference?

Well, the normal text is just that: normal text. There's nothing special about it. But the blocks of text are actually information that is being pulled in from earlier forms. If you click on the text area of the email while in the webapp, you'll see that it changes and suddenly looks like a lot of code with lots of curly brackets { } and numbers. This code (also called dynamic field tags) is what tells these fields of text what they're going to end up saying. When this email gets sent to the sales person, it won't look like it does now, it will all be normal text, because the taskflow will look at the previous forms and put the information from those forms into this email.


A link is displayed at the bottom of the email, which leads the sales person to the next task.
Notify sales


Section 2: Quoting the customer

The sales person puts together a proposal for the customer, and the customer accepts the quote, or declines it and requests changes.

Notify customer (1)

An email is sent to the customer with a link to the proposal. A link at the bottom of the email prompts them to go to the next task in order to accept or decline the proposal.
Notify customer (1)

Proposed bike

The customer accepts or declines the proposal, with the option to leave comments about their decision. Their decision will lead to different tasks being activated.

If the customer accepts the proposal, the email tasks 'Proposal accepted (1)' and 'Thank you email (1)' will be activated next. However, if the customer declines the proposal, the 'Proposal declined (1)' email task will be activated.
Proposed bike


Section 3: Email responses

In this section, specific emails are sent out depending on the customer's decision in the previous form.

Proposal accepted (1)

The only condition on this email is:

Activate this task when...
'How would you like to proceed with the design?' IS 'Accept proposal - please build my bike!'

The email will only be sent if the customer decides to accept the proposal.

The sales person is sent an email notifying them that the proposal has been accepted.
Proposal accepted (1)

Thank you email (1)

This email is sent at the same time as the previous email, 'Proposal accepted (1)', and has the same condition.

Activate this task when...
'How would you like to proceed with the design?' IS 'Accept proposal - please build my bike!'

The email will only be sent if the customer decides to accept the proposal.


The customer is sent an email thanking them for accepting the proposal and informing them that they need to pay a 50% deposit before the bike can be built.
Thank you email (1)

Proposal declined (1)

The only condition on this email is:

Activate this task when...
'How would you like to proceed with the design?' IS 'Decline proposal - I need some changes to be made. Please contact me!'

The email will only be sent if the customer declines the proposal.

The sales person is sent an email notifying them that the proposal has been declined. A link at the bottom of the email leads them to the next task.
Proposal declined (1)


Section 4: A new design

In the sub-taskflow described in this section, the sales person submits a new design and quote, and the customer decides if they'll go ahead with the new design.

Proposal declined sub-taskflow

This sub-taskflow has the same condition as the 'Proposal declined (1)' email.

Activate this task when...
'How would you like to proceed with the design?' IS 'Decline proposal - I need some changes to be made. Please contact me!'

The sub-taskflow will only be activated if the customer declines the proposal.
Proposal declined sub-taskflow

Updated bike design

This form has one condition:

Activate this task when...
'Role' IS 'Sales Person'

This form is only displayed to the sales person.

The sales person uploads their updated proposal to Dropbox or Google Drive, and shares it with the customer by pasting a link into the field provided.
Updated bike design

Notify customer (2)

The customer is sent an email with a link to the new design. A link at the bottom of the email leads them to the next task.
Notify customer (2)

Revised proposed bike

Once again, the customer can accept or decline the proposal, with the option to leave comments about their decision.
Revised proposed bike


Section 5: Updated design email responses

In this section, specific emails are sent out depending on the customer's decision in the previous form.

Proposal declined (2)

The only condition on this email is:

Activate this task when...
'How would you like to proceed with the updated design?' IS 'Decline updated proposal - I need some changes to be made. Please contact me!'

The email will only be sent if the customer declines the proposal again.

The sales person is sent an email notifying them that the revised proposal has been declined. They are directed to contact the customer manually for more details.

If this email is sent, no more tasks are activated and the taskflow is over. Any more interactions between the sales person and customer will need to take place outside of the taskflow.
Proposal declined (2)

Proposal accepted (2)

The only condition on this email is:

Activate this task when...
'How would you like to proceed with the updated design?' IS 'Accept updated proposal - please build my bike!'

The email will only be sent if the customer decides to accept the updated proposal.

The sales person is sent an email notifying them that the updated proposal has been accepted.
Proposal accepted (2)

Thank you email (2)

This email is sent at the same time as the previous email, and has the same condition.

Activate this task when...
'How would you like to proceed with the updated design?' IS 'Accept updated proposal - please build my bike!'

The email will only be sent if the customer decides to accept the updated proposal.


The customer is sent an email thanking them for accepting the updated proposal and informing them that they need to pay a 50% deposit before the bike can be built.
Thank you email (2)

After the relevant email/s have been sent, the 'Proposal declined sub-taskflow' is complete and the original taskflow continues.

Section 6: Receiving the deposit

In this section, the finance department checks for the deposit, and if necessary, follows up with the customer.

Notify finance department

There are two conditions on this email task:

Activate this task when...
'How would you like to proceed with the design?' IS 'Accept proposal - please build my bike!'
OR
'How would you like to proceed with the updated design?' IS 'Accept updated proposal - please build my bike!'

The email will be sent as soon as the customer accepts the first or the updated proposal.

The finance department receives an email instructing them to check for the deposit and to move to the next task.
Notify finance department

Deposit payment

This form task has one condition:

Activate this task when...
'Role' IS 'Finance Department'

Only the finance department can see this form.

The finance department indicates if they've received the deposit or not.
Deposit payment

Late deposit sub-taskflow

This sub-taskflow has one condition:

Activate this task when...
'Have you received the 50% deposit?' IS 'No, and it is a week late'

This sub-taskflow will only be activated if the deposit payment is a week late.
Late deposit sub-taskflow

Deposit follow-up 1 or 2

One of two emails are sent next. These emails are almost exactly the same, with the only difference being the link to the quote (either the first quote, or the revised quote).

The condition for 'Deposit follow-up 1' is:

Activate this task when...
'How would you like to proceed with the design?' IS 'Accept proposal - please build my bike!'

And the condition for 'Deposit follow-up 2' is:

Activate this task when...
'How would you like to proceed with the updated design?' IS 'Accept updated proposal - please build my bike!'

The customer receives an email reminding them that their bike can't be built until the deposit is paid.
Deposit follow-up 1 or 2

Notify finance department late deposit

The finance department is notified that a late deposit is expected. They're directed to confirm receipt of the deposit in the next task.
Notify finance department late deposit

Deposit payment 2

This form task has one condition:

Activate this task when...
'Role' IS 'Finance Department'

Only the finance department can see this form.

The finance department indicates if they've received the deposit or not. This form can be left incomplete until such a time as the customer pays the deposit, or until the finance department confirms with the customer (outside of the taskflow), that they won't be going ahead with the order after all.
Deposit payment 2

After the form has been saved, the 'Late deposit sub-taskflow' is complete and the original taskflow continues.

Section 7: Building the bike

In this section, the workshop is given the go-ahead to build the bicycle, and once the bike has been built, the customer is notified that it's ready to be collected.

Build the bike

This email has two conditions:

Activate this task when...
'Have you received the 50% deposit?' (from 'Deposit payment') IS 'Yes'
AND
'Have you received the 50% deposit?' (from 'Deposit payment 2') IS 'Yes'

The email will be sent as soon as the deposit has been received.

The workshop receives an email instructing them to build the bicycle. A link at the bottom of the email leads them to the next task.
Build the bike

Bike completed

This form task has one condition:

Activate this task when...
'Role' IS 'Workshop'

Only the workshop can see this form.

The workshop indicates that the bike has been built and is ready to be collected by the customer.
Bike completed

Bike ready for collection

The customer receives an email letting them know that their bike is ready for collection, and reminding them to pay the remaining 50%.
Bike ready for collection


Section 8: Payment and collection

In this section, the finance department indicates if the customer has paid for the bike. At the same time, the workshop indicates if the customer has received the bike.

Notify finance department 2

The finance department is notified that the customer's bicycle has been completed, and that the final payment is expected. They're directed to confirm receipt of payment in the next task.
Notify finance department 2

Notify workshop

This email is sent at the same time as the previous email. The workshop receives an email instructing them to move onto the next task as soon as the completed bicycle has been collected.
Notify workshop

Final payment

This form has one condition:

Activate this task when...
'Role' IS 'Finance Department'

Only the finance department can see this form.

The finance department indicates if the final payment has been received or not.
Final payment

Collection

There is only one condition on this form task:

Activate this task when...
'Role' IS 'Workshop'

Only the workshop can see this form.

The workshop indicates if the customer has collected their bike or not.
Collection

If the final payment has been received in 'Final payment' and the bicycle has been collected in 'Collection', then the 'Custom bike order' taskflow is complete.

Section 9: Reminding the customer to pay and/or collect

In this last section, two sub-taskflows might be activated. The 'No payment' sub-taskflow follows up with the customer about the final payment, while the 'No collection' sub-taskflow reminds the customer to collect their completed bike.

No payment

This sub-taskflow only has one condition:

Activate this task when...
'Has the customer paid the final 50%?' IS 'No'

This sub-taskflow will only be activated if the customer hasn't made the final payment yet.
No payment

Final payment reminder

The customer receives an email reminding them to pay the remaining 50%, and asking them to forward the proof of payment to the sales department.
Final payment reminder

Notify finance department no payment

The finance department receives an email reminding them to check for the late payment and to move onto the next task once the payment has been received.
Notify finance department no payment

Final payment 2

This form has one condition:

Activate this task when...
'Role' IS 'Finance Department'

Only the finance department can see this form.

The finance department indicates if the late final payment has been received or not.
Final payment 2
After the form has been saved, the 'No payment' sub-taskflow is complete.

No collection

This sub-taskflow only has one condition:

Activate this task when...
'Has the customer collected their bike?' IS 'No'

This sub-taskflow will only be activated if the customer hasn't collected their bicycle yet.
No collection

Collection reminder

The customer receives an email reminding them to collect their completed bicycle.
Collection reminder

Notify workshop no collection

The workshop receives an email instructing them to move onto the next task once the bicycle has been collected.
Notify workshop no collection

Collection 2

There is only one condition on this form task:

Activate this task when...
'Role' IS 'Workshop'

Only the workshop can see this form.

The workshop indicates if the customer has collected their bike or not.
Collection 2

After the form has been saved, the 'No collection' sub-taskflow is complete. Once the 'No payment' and/or the 'No collection' sub-taskflows are complete, the 'Custom bike order' taskflow comes to an end.
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