Improvifi
Contractor Customer Journey Map
Task
Text/SMS
Automation
Trigger/System
Manual Action
Warning
Phase 1 — Onboarding
01Deal WonBDM moves deal to Won — onboarding is triggered▾
Triggers & Assignments
TriggerBDM moves deal to Won — system auto-assigns AM and OBS
EmailWelcome email sent from CEODay 0
EmailWelcome email from CSM Team with link to schedule welcome callDay 0
TriggerContractor enters “Client Concierge Welcome Call” onboarding sequence
ActionClient Concierge has 1 hour to reach out — confirm: month/year established, company name, address, ASR, number of repsWithin 1hr
↓ outcome of Client Concierge’s outreach call
02Welcome Call Not ScheduledIf contractor not reached after Client Concierge’s call▾
OBS Follow-Up Escalation Tasks
TaskOBS task — reach out to contractor24 hrs
TaskOBS task — follow up if not resolved48 hrs
TaskOBS task — follow up if not resolved72 hrs
TaskOBS task — follow up if not resolved96 hrs
Automated Text Reminders
AutoAutomated text — reminder to schedule welcome callDay 3
AutoAutomated text — reminder to schedule welcome callDay 5
↓ once welcome call is scheduled
03Welcome Call ScheduledContractor has scheduled their welcome call with OBS▾
Emails & Reminders
Email“Let’s Get You Set Up” email with App access infoDay 0
AutoReminder for meeting sent to contractor24 hrs prior
AutoReminder for meeting sent to contractor1 hr prior
If Welcome Call Not Completed Within 7 Days
TaskOBS receives task — welcome call not completedDay 7
Ongoing Reminders
TextReminder text to contractorDay 14
TextReminder text to contractorDay 21
ActionCSM weekly follow-up cadence for 30 daysWeekly / 30 days
↓ welcome call completed by OBS
04Welcome Call CompletedOBS confirms app access, Skool access, completes onboarding form on the call▾
During Call — OBS Confirms
ActionWelcome call completed by OBS
ActionApp access confirmed
ActionSkool access confirmed
ActionOnboarding form completed
Post-Call Automations & Tasks
AutoRemind contractor to submit docsDay 1
TaskOBS task — reach out about doc submissionDay 2
AutoRemind contractor to submit docsDay 3
TaskOBS task — reach out about doc submissionDay 5
AutoRemind contractor to submit docsDay 7
TaskOBS task — reach out about doc submissionDay 10
TaskOBS task — reach out about doc submissionDay 15
AutoRemind contractor to submit docsDay 17
TaskOBS task — reach out about doc submissionDay 20
AutoRemind contractor to submit docsDay 21
TaskOBS task — reach out about doc submissionDay 30
↓ contractor submits docs through portal link
05Docs Submitted for ReviewAuto-moved via automation when contractor submits through portal▾
Automations
TriggerContractor auto-moved to this stage upon doc submission
EmailConfirmation email — application receivedDay 0
Internal Review Tasks
TaskReminder to review docsDay 0
TaskReminder to review docsDay 3
TaskReminder to review docsDay 4
TaskReminder to review docsDay 6
TaskReminder to review docsDay 8
↓ if docs are incomplete or incorrect
06Pending Info — ContractorDocs incomplete or incorrect — contractor must resubmit▾
Initial Action
ActionSend templated email requesting all docs neededDay 0
Automated Follow-Ups to Contractor
AutoAutomated follow-upDay 2
AutoAutomated follow-upDay 2 (2nd)
AutoAutomated follow-upDay 7
AutoAutomated follow-upDay 14
AutoAutomated follow-upDay 21
AutoCycle repeats every 3 weeks for 5 days
Internal Follow-Up Tasks
TaskFollow-up taskDay 3
TaskFollow-up taskDay 6
TaskFollow-up taskDay 17
TaskTasks continue every 2 weeks after Day 17
↓ docs received and correct
07Docs Ready to SubmitAll documents correct and ready to go to lender▾
Actions
ActionSend templated email to schedule a time to submit docs togetherDay 0
Internal Tasks
TaskOBS task — follow up on scheduling doc submission24 hrs
TaskOBS task — follow up on scheduling doc submission36 hrs
TaskOBS task — follow up on scheduling doc submission72 hrs
ActionManual follow-up weekly for 30 daysWeekly / 30 days
↓ application submitted to lender
08App SubmittedApplication submitted — coordinate with team leads and lenders for updates▾
Actions
ActionScheduled call completed — docs submitted to contractor’s choice portfolio lender
OBS Follow-Up Tasks
TaskOBS task — check status with lenderDay 2
TaskOBS task — check status with lenderDay 4
TaskOBS task — check status with lenderDay 5
↓ if contractor needs to submit additional info to lender
09Pending Lender InfoContractor must submit additional info to lender post-submission▾
Automated Follow-Ups
AutoAutomated outreachDay 0
AutoAutomated follow-upDay 2
AutoAutomated follow-upDay 4
AutoAutomated follow-upDay 6
AutoAutomated follow-up every 7 days thereafter
Internal Tasks
TaskFollow-up taskDay 0
TaskFollow-up taskDay 7
TaskFollow-up taskDay 14
Warning Automations
⚠️WarningWarning automation sent to contractorDay 30
⚠️WarningWarning automation sent to contractorDay 45
↓ app received by lender
10App Received by LenderLender has received the application — verification call monitoring begins▾
Automations & Tasks
TextText reminder about verification callDay 2
TaskTask to verify verification call completedDay 4
TaskOngoing verification check tasks every 7 days
TaskOBS task — check in with lender on approval statusDay 7
TaskOBS task — check in with lender weekly until decision received
Warning Automations
⚠️WarningWarning automation to contractorDay 30
⚠️WarningWarning automation to contractorDay 45
↓ approval received — move contractor to Lender Training
12Lender TrainingContractor approved — schedule and complete lender training. Max 2 weeks.▾
On Stage Entry
AutoCongratulations email — approval confirmed, reminder to schedule lender trainingDay 0
Training Confirmation Tasks
TaskConfirm lender training is scheduled or completedDay 3
TaskFollow-up — confirm training statusDay 7
TaskFollow-up — confirm training statusDay 10
Automated Reminders
AutoReminder to schedule / complete lender trainingDay 5
AutoReminder to schedule / complete lender trainingDay 8
AutoReminder to schedule / complete lender trainingDay 14
⚠️WarningContractor should not exceed 2 weeks without escalation
↓ lender training completed — move to Onboarded
13OnboardedLender training complete — OBS role ends. Contractor enters AM and Trainer pipelines.▾
On Stage Entry
AutoEmail to contractor to schedule GTM and confirm next stepsDay 0
TriggerContractor auto-populated into AM Pipeline and Trainer Pipeline
ActionOnboarding Specialist completes onboarding — handoff to AM and Trainer
Phase 2 — Trainer Pipeline
↓ contractor enters Trainer Pipeline under GTM Launch
14GTM Launch — Not ScheduledTrainer reaches out to schedule GTM. Max 14 days in this stage.▾
Scheduling Outreach Tasks
TaskTrainer task — call contractor to schedule GTM24 hrs
TaskTrainer task — follow-up call if not scheduled36 hrs
TaskTrainer task — follow-up call if not scheduled48 hrs
TaskScheduling efforts continue until GTM is scheduled
⚠️WarningContractor should not exceed 14 days without escalation
On Initial Call — Trainer Collects
ActionComplete intake form — prepare for GTM training
ActionRequest logo for laminate
Post Action
ActionLog scheduling outcome in CRM — note contact attempts, availability, confirmed/tentative GTM date
↓ GTM scheduled
15GTM Launch — ScheduledGTM training is scheduled — Trainer sends reminders to follow up with contractor▾
Pre-GTM — Trainer Completes
ActionComplete company overview with contractor
Trainer Reminder Tasks
TaskTrainer task — confirm GTM is still on and contractor is prepared24 hrs prior
TaskTrainer task — final check-in with contractor2 hrs prior
⚠️WarningContractor should not exceed 14 days in GTM stage
Post Action
ActionLog GTM preparation confirmation in CRM — note company overview completed and pre-training notes
↓ GTM completed
16GTM Launch — CompletedGTM training completed — review and debrief triggered. Contractor moves to AM Week 1 Touch process.▾
Post-GTM Actions
TaskTrainer task — send review request to contractor
ActionTrainer completes and submits Training Debrief
TriggerContractor moved to Completed — triggers AM Week 1 Touch process
Post Action
ActionLog GTM completion in CRM — note debrief submitted, review request sent, handoff to AM pipeline confirmed
17GTM Refresh — Not ScheduledTrainer reaches out to schedule GTM Refresh. Max 14 days.▾
Scheduling Outreach Tasks
TaskTrainer task — call contractor to schedule GTM Refresh24 hrs
TaskTrainer task — follow-up call if not scheduled36 hrs
TaskTrainer task — follow-up call if not scheduled48 hrs
⚠️WarningContractor should not exceed 14 days without escalation
On Initial Call
ActionComplete company overview with contractor
↓ GTM Refresh scheduled
17bGTM Refresh — ScheduledGTM Refresh scheduled — Trainer reminder tasks sent▾
Trainer Reminder Tasks
TaskTrainer task — confirm GTM Refresh is on and contractor is prepared24 hrs prior
TaskTrainer task — final check-in ahead of GTM Refresh2 hrs prior
⚠️WarningContractor should not exceed 14 days in this stage
↓ GTM Refresh completed
17cGTM Refresh — CompletedGTM Refresh completed — review and debrief triggered▾
Post-Training Actions
TaskTrainer task — send review request following GTM Refresh completion
ActionTrainer completes and submits Training Debrief
TriggerContractor moved to Completed stage in Trainer pipeline
18Specialized Training — Not ScheduledTrainer reaches out to schedule Specialized Training. Max 14 days.▾
Scheduling Outreach Tasks
TaskTrainer task — call contractor to schedule Specialized Training24 hrs
TaskTrainer task — follow-up call if not scheduled36 hrs
TaskTrainer task — follow-up call if not scheduled48 hrs
⚠️WarningContractor should not exceed 14 days without escalation
↓ Specialized Training scheduled
18bSpecialized Training — ScheduledSpecialized Training scheduled — Trainer reminder tasks sent▾
Trainer Reminder Tasks
TaskTrainer task — confirm Specialized Training is on and contractor is prepared24 hrs prior
TaskTrainer task — final check-in ahead of Specialized Training2 hrs prior
⚠️WarningContractor should not exceed 14 days in this stage
↓ Specialized Training completed
18cSpecialized Training — CompletedSpecialized Training completed — review and debrief triggered▾
Post-Training Actions
TaskTrainer task — send review request following Specialized Training
ActionTrainer completes and submits Training Debrief
TriggerContractor moved to Completed stage in Trainer pipeline
Phase 3 — AM Pipeline: Weekly New Client Touches
↓ GTM Completed triggers Week 1 Touch process in AM Pipeline
19New Client Touch 1 — Week 1Ask if the contractor submitted or is going to submit an app▾
Action
ActionCall or email: “Have you submitted or are you going to submit an app?” — note contractor’s intent or timeline in CRM
Post Action
ActionLog outcome in CRM — note whether app submitted, planned, or follow-up needed
TriggerMove to Completed. After 7 days triggers Touch 2
↓ 7-day cycle → Touch 2
20New Client Touch 2Ask if the contractor has converted an app▾
Action
ActionCall or email: “Have you converted an app?” — if yes, celebrate; if no, offer support and troubleshoot
Post Action
ActionLog conversion status in CRM — update contractor profile with outcome and support provided
Trigger7-day cycle triggers Touch 3
↓ 7-day cycle → Touch 3
21New Client Touch 3Ask if a decline has been received▾
Action
ActionCall or email: “Has a decline been received?” — if yes, review reason, explain next steps, discuss alternatives
Post Action
ActionLog decline status in CRM — document reason if known and remediation steps discussed
Trigger7-day cycle triggers Touch 4
↓ 7-day cycle → Touch 4
22New Client Touch 4Ask if the contractor has questions about funding their projects▾
Action
ActionCall or email: “Do you have questions about funding your projects?” — address questions about funding, client presentations, portal usage
Post Action
ActionAddress all funding questions — log outcome, questions asked, resources shared in CRM
TriggerOnce Touch 4 cycle complete, contractor moves to Bi-Weekly Touch process
Phase 4 — AM Pipeline: Bi-Weekly New Client Touches
↓ Weekly touches complete → Bi-Weekly cadence begins
23New Client Touch 5 — Bi-WeeklyVerify team access to Skool, App, and Portal▾
Action
ActionVerify entire team has access to Skool, App, and Portal — confirm each member is set up and actively using their access
Post Action
ActionResolve any access gaps — log team access status and issues resolved in CRM
24New Client Touch 6 — Bi-WeeklyConfirm and reinforce “early, always, often” practice▾
Action
ActionConfirm and reinforce “early, always, often” practice — discuss how consistently presenting financing early drives better conversion rates
Post Action
ActionLog implementation status in CRM — note barriers, wins shared, coaching points covered
25New Client Touch 7 — Bi-WeeklyRecap training and contact information▾
Action
ActionRemind contractor of: Insider Training, Skool community, ability to schedule Specialized Training — confirm contractor knows how to access these resources
ActionSend Improvifi Support Team contact information
Post Action
ActionLog in CRM — note training resources requested/scheduled, confirm support contact info sent
26New Client Touch 8 — Bi-WeeklyLaunch Update with Owner — form completed, reviewed via meet/call/email▾
Action
ActionComplete Launch Update form and review with owner — cover apps submitted, conversions, declines, training, program adoption
Post Action
ActionAdd completed form to contractor profile in CRM — note key takeaways and action items
TriggerOnce bi-weekly touches complete, contractor moves to Monthly Touch process
Phase 5 — AM Pipeline: Monthly New Client Touches
↓ Bi-Weekly touches complete → Monthly cadence begins
27New Client Touch 9 — MonthlyWebsite Audit▾
Action
ActionConduct Website Audit — review financing messaging, CTA placement, portal links, program best practices alignment
ActionComplete Website Audit form and upload to contractor profile
Post Action
ActionLog audit findings in CRM — share results and actionable recommendations; note whether changes committed to
28New Client Touch 10 — MonthlyLender Status & Offer Review▾
Action
ActionReview what financing options contractor is actively offering — assess lender performance and identify gaps or underutilized products
Post Action
ActionLog lender status and offer selections in CRM — note product gaps, coaching opportunities, lender changes needed
29New Client Touch 11 — MonthlySchedule Quarterly Review▾
Action
ActionSchedule and conduct Quarterly Review — review performance, wins, challenges, goals for next quarter
Post Action
ActionComplete Quarterly Review form — add to contractor profile and/or email to contractor
Reminder Tasks
TaskReminder — follow up if review not yet completedDay 2
TaskReminder — follow up if review not yet completedDay 4
30New Client Touch 12 — MonthlyAdvanced Training Outreach▾
Action
ActionReach out regarding Advanced Training — present options and align with contractor’s current goals and skill gaps
Post Action
ActionLog Advanced Training interest/scheduling outcome in CRM — note which training discussed, accepted/declined, schedule date if confirmed
31New Client Touch 13 — MonthlyMarketing Audit▾
Action
ActionComplete Marketing Audit form — review materials, social presence, financing messaging; walk through results or send written summary
ActionUpload completed Marketing Audit form to contractor profile
Post Action
ActionAdd form to contractor profile in CRM — log key findings, recommendations, agreed action items
32New Client Touch 14 — MonthlySchedule Quarterly Review▾
Action
ActionSchedule and conduct Quarterly Review — review performance, address challenges, set goals for next quarter
Post Action
ActionComplete Quarterly Review form — add to contractor profile and/or email to contractor
Reminder Tasks
TaskReminder — follow up if review not yet completedDay 2
TaskReminder — follow up if review not yet completedDay 4
33New Client Touch 15 — MonthlyProgram Implementation Review▾
Action
ActionReview what tools and resources contractor is actively using — Skool, App, Portal, training resources, financing presentations
Post Action
ActionLog tool usage in CRM — identify gaps and address with coaching or additional training referrals
34New Client Touch 16 — MonthlyGoal Setting with Owner▾
Action
ActionMeet with owner: “What do you want to accomplish within the program and your business in the coming year?” — explore revenue goals, adoption targets, team growth
Post Action
ActionLog goals in CRM — document specific targets and timelines; add to profile for future reviews
35New Client Touch 17 — MonthlyAnnual Review▾
Action
ActionSchedule and conduct Annual Review — review full year of program participation, results, challenges, and goals for year ahead
Post Action
ActionComplete Annual Review form — add to contractor profile and/or email to contractor
TriggerOnce complete, contractor moves to Renewed Pipeline
Phase 6 — Renewed Pipeline (Monthly Cadence)
↓ New Client Touches complete → Renewed Pipeline — monthly cadence
36Renewed Touch 1Podcast Outreach▾
Action
ActionAsk contractor if they’d like to participate in the Improvifi Podcast — explain concept and gauge interest
Post Action
ActionLog podcast interest/outcome in CRM — note if booking made or contractor declined
37Renewed Touch 2Account Audit & Improvifi Updates▾
Action
ActionCheck for internal staff changes — confirm team roster, access levels, contact info are current
ActionCommunicate any program updates or changes from Improvifi — lender updates, new tools, policy changes
Post Action
ActionLog staff changes and update communications in CRM — update profile with revised contacts and notes
38Renewed Touch 3Quarterly Review▾
Action
ActionSchedule and conduct Quarterly Review — review performance, challenges, priorities for next quarter
Post Action
ActionComplete Quarterly Review form — add to contractor profile and/or email to contractor
39Renewed Touch 4Sales Process Review▾
Action
ActionReview contractor’s current sales process — how financing is introduced, objections encountered, positioning in proposals
Post Action
ActionLog sales process notes in CRM — identify improvement opportunities, coaching points, recommended next steps
40Renewed Touch 5Advanced Training▾
Action
ActionOffer and schedule Advanced Training — align options with contractor’s current goals and skill gaps from prior reviews
Post Action
ActionLog Advanced Training scheduling outcome in CRM — note which training offered, accepted/declined, confirmed date
41Renewed Touch 6Quarterly Review▾
Action
ActionSchedule and conduct Quarterly Review — review metrics, program engagement, priorities for upcoming quarter
Post Action
ActionComplete Quarterly Review form — add to contractor profile and/or email to contractor
42Renewed Touch 7Marketing & Website Audit▾
Action
ActionConduct combined Marketing and Website Audit — review website financing messaging, social media, marketing materials, brand alignment
Post Action
ActionLog audit findings in CRM — share results and recommendations; note changes committed to
43Renewed Touch 8Updated Lender Portal Training▾
Action
ActionOffer and schedule Lender Portal Training Refresh — review portal updates, new features, process changes since initial training
Post Action
ActionLog lender training refresh outcome in CRM — note scheduled/completed/declined with date and notes
44Renewed Touch 9Account Audit & Improvifi Updates▾
Action
ActionCheck for internal staff changes and confirm team, access, contacts are current. Communicate Improvifi program updates
Post Action
ActionLog staff changes and update communications in CRM — update profile with revised contacts and notes
45Renewed Touch 10Program Implementation Review▾
Action
ActionReview tools and resources contractor currently uses — Skool, App, Portal, lender products, training; identify underutilized areas
Post Action
ActionLog tool usage in CRM — identify gaps, address through coaching or training re-referral
46Renewed Touch 11Goal Setting with Owner▾
Action
ActionMeet with owner to revisit and reset goals — what’s been accomplished and what to achieve in the coming year
Post Action
ActionLog updated owner goals in CRM — document targets, timelines, commitments; add to profile for future reviews
47Renewed Touch 12Annual Review▾
Action
ActionSchedule and conduct Annual Review — review full year, results, challenges, goals for year ahead
Post Action
ActionComplete Annual Review form — add to contractor profile and/or email; confirm next steps heading into renewal
Phase 7 — Renewal Process
↓ AM tasks triggered at 60, 30 days, and at time of renewal
48Renewing in 60 Days — Touch 1: Renewal PrepPrepare contractor for upcoming renewal — set expectations▾
AM Tasks Triggered at 60 Days
TaskAM task triggered at 60 days prior to renewal
Action
ActionContact contractor with renewal preparation guidance — walk through renewal process and timeline
ActionAdvise contractor to watch for lender-related emails ahead of renewal
ActionSet expectations for renewal — payment timing, required actions, documentation needed
ActionIf transitioned from NIB to Full Program, ensure contractor is aware of and has authorized membership fees
Post Action
ActionLog renewal prep conversation in CRM — note questions raised, NIB transitions, contractor’s stated intent to renew
49Renewing in 30 Days — Touch 2: Improvifi Renewal ReviewConfirm renewal payment amount, date, and continued enrollment▾
AM Tasks Triggered at 30 Days
TaskAM task triggered at 30 days prior to renewal
Action
ActionConfirm renewal payment amount and exact date of transaction — ensure contractor has it on calendar with adequate funds
ActionConfirm contractor wants to remain enrolled — address hesitation or questions about continued value
ActionConfirm membership fees are authorized and correct payment method is on file
Post Action
ActionLog enrollment confirmation and payment details in CRM — note intent to renew, payment authorization, concerns raised
50Renewal — Touch 3: Renewal ConfirmationFinal renewal confirmation at time of renewal▾
AM Tasks Triggered at Renewal
TaskAM task triggered at time of renewal
Action
ActionContact contractor to complete Renewal Confirmation — confirm payment processed, re-enrollment finalized, contractor set up for next program year
Post Action
ActionLog completed renewal in CRM — confirm re-enrollment, note payment confirmation, update renewal date, cycle contractor back into Renewed Pipeline