Offerly CRM · draft 9 Nov 2026

Offerly CRM workflow

One CRM holds every client's information, delivery status and project status, stage by stage. We run many clients, and the workflow follows set SOPs. We build it so we can add features and come back to them later.

Phase 1
Internal CRM Planning now
Our team runs every client through the stages.
→
Phase 2
Customer portal Planning now
Each client sees only some of the information, and only some parts of the CRM. We plan it now, alongside the internal CRM. It is one link at offerly.club, opened with a 4-digit code. It shows the onboarding form first, then unlocks the dashboard (folder status and updates) once the form is done. The ODrive uploads happen inside the form.
Stage 0 · Before close Stage 1 · Onboarding: 1a closed client 1b · after payment 1c · the onboarding call Section 2 · Strategy process (platform: enhancement phase 1) Section 3 · Strategy call 3a · Recording 3b · Footage handover · to come More stages · to come

Stage 0 · before close

Each diagram has one column for whoever does the step: our team on the left, the client in the middle, and automatic steps on the right. An arrow crosses over when the next step belongs to someone else. Each box shows short points. Tap or click a box to open its full details. On a phone, swipe a diagram sideways to see every column.

OUR TEAMCLIENTAUTOMATICYesNoNew clientOUR TEAMCreate the client profile•Company name•Main contact person no.+ detailsOUR TEAMRecord the call, or upload arecording•Our local recorder (ifpossible)•Or upload a call orconversation+ detailsAUTOMATICSummary + main points of thecall•Made from the recording•Runs by itself (assumed)+ detailsClosed?Go to Stage 1aKept for upsell and contact

Stage 1a · closed client

"Not verified" is a branch we have not defined yet. The status labels sit in the Automatic column because we assume the status changes by itself.

OUR TEAMCLIENTAUTOMATICTO REVISITYesNoStatus: Pending paymentset by itself (assumed)Status: Pending verificationset by itself (assumed)Closed clientOUR TEAMInvoice + agreement maker•Pick the package•Set how many videos and posts•Invoice, agreement, QR code, onthe spot•One online form for the client+ detailsCLIENTClient fills in the onlineform•Signs the agreement•Pays and uploads payment proof•Downloads a copy+ detailsOUR TEAMWe check the payment proof•Our team, by hand (assumed)+ detailsPayment verified?Stage 1bNot verified: to be defined

Status as the client moves through 1a

Pending payment
The client has not uploaded the payment proof yet.
→
Pending verification
The client has uploaded the payment proof. It is waiting to be checked.
→
Stage 1b
The payment is verified. The client moves on to Stage 1b.

Stage 1b · after payment is verified

1b ends when the client's dashboard unlocks. Then Stage 1c starts.

OUR TEAMCLIENTAUTOMATICPayment verifiedAUTOMATICSet up by itself, all atonce•Client profile + documentsfolder•ODrive with the default folders•Portal on, hidden from theclient•Runs by itself (assumed)+ detailsOUR TEAMWe book the onboarding call•Usually 1 working day•Free slots shown, no doublebooking+ detailsAUTOMATICSystem pre-fills 2 messages *•1. Team message:Offerlybusiness Main Group•2. Welcome message: theclient's group•Made once the call is booked•* To start, we copy and send byhand+ detailsOUR TEAMWe send the team message•Copy the pre-filled message•Send it to the OfferlybusinessMain Group•Tick its box on the checklist+ detailsOUR TEAMWe create the group and pastethe welcome message•One step•Copy the pre-filled welcomemessage•Tick its box on the checklist+ detailsCLIENTClient fills in the onboardingform•Opens the link, enters the4-digit code•Call date at the top, canreschedule•Uploads the files we need•Answers fill the client profile+ detailsAUTOMATICDashboard unlocks•Once the onboarding form isdone•Same link + code opens thedashboard•Dashboard: folder status,updates•Unlocks by itself (assumed)+ detailsGo to Stage 1c

The welcome message (onboarding)

These are Afiq's words, with three spelling fixes. The system pre-fills it once the call is booked, and the parts in brackets are filled in for each client. We copy it and paste it into the client's group. The link and code open the onboarding form now, and the same page becomes their dashboard once the form is done.

Salam and bismillah. Thank you for trusting us and welcome onboard.

Queen will help with scheduling, updates and coordination.

Your Onboarding Call has been booked for [the booked date and time]

Please complete the onboarding form here : [the client's offerly.club link] [4-digit code]

You may reschedule the onboarding call on the same link if you are not available on the above date.

The call helps us understand your business and agree the next steps.

New client message to the Offerlybusiness Main Group

These are Afiq's words. The system pre-fills it once the onboarding call is booked, with the details filled from the client profile (assumed). * To start, we copy, paste and send it by hand.

Hi guys, we've signed another client alhamdulillah. Afiq and Queen, do introduce yourself to the group. Let's do our best for the client.

Here's the details about the client :
Business Name : [from the client profile]
Client Names : [from the client profile]
Package : [from the client profile]

Admin checklist for 1b

The admin who handles this client ticks each one, so we know it is done. These are Afiq's words.

Afiq's ruling of 9 Nov 2026 replaces part of the first line. The direct form link and the portal link are now one link, sent in the welcome message with the 4-digit code from the start. The page shows only the onboarding form until it is done, and "activation" now means the dashboard unlocks. In the flow, the team message box is ticked first, before the group is created.

ODrive default folders

The client reaches their folders through the portal link at offerly.club. Edited Videos is the client's folder. Misc is team-only (Khai's note). Whether the client can see the other folders is still open.

ODrive
Service Delivery
Strategy Khai uploads the strategy files into the client's ODrive folders, including this one. Later, strategies tagged to the client land here by themselves (Section 2, enhancement phase 1)
Content
Misc Team only
Raw Video We upload all the footage here for editors to download and edit
Month X ODrive makes it by itself. X is the number of months they have been onboarded with us
Video Footage
Month X
Content X X is the number of videos in the package, set in the invoice maker
Edited Videos Client can see this
Month X
Content X Same format as Video Footage

Stage 1c · the onboarding call

1c covers before, on and after the call. Khai's note below sets the rules for the client overview. 1c ends when Khai starts preparing the strategy. Preparing it is Section 2 (assumed).

OUR TEAMCLIENTAUTOMATICFrom Stage 1bAUTOMATICClient overview is compiled•From sales call, form andagreement•Each fact links to its source•Missing or conflicting factsshown•Runs by itself (assumed)+ detailsOUR TEAMBefore the call: we review theprofile•At least 5 minutes before•Goals, customers, offer,services•Check unclear facts at thesource+ detailsOUR TEAMOn the call: the onboardingcall•With the client•60 min: 5 opening · 40discovery · 15 planning•Profile + question guide open•Recorder on•Book the strategy call(assumed: we book it): 5+working days out, earlier datesgreyed•Calendars synced (how: stillopen)+ detailsOUR TEAMAfter the call: upload orrecord it•Into our CRM+ detailsAUTOMATICAfter the call, by itself, allat once•Summary + main points of thecall•Client profile filled in•Recap message pre-filled,one-click copy•2-working-hour clock starts+ detailsOUR TEAMWe review and update theprofile•A person checks the summary•Decisions, open questions,actions with owners + deadlines•Purchased work kept apart frompossible extra services•Notes + recording saved to theclient's Drive/task+ detailsOUR TEAMQueen sends the recap + actionlist•Within 2 working hours of thecall ending•Mon to Fri, 9am to 6pm SGT only•Copy the pre-filled recap•Shared with the team too•By hand until the clock istested+ detailsOUR TEAMKhai updates the calendar +tracks missing inputs•Updates the calendar•Tracks missing inputs•Then starts the strategy(Section 2, assumed)+ detailsGo to Section 2: Strategy

Khai's note: before the onboarding call

Khai's words, as he wrote them.

Read the profile compiled from the sales call, onboarding form and agreement. Check goals, customers, offer, selected services, special commitments and missing or conflicting information.

Verify unclear details against the original sources; an automated summary is not a confirmed fact. If the profile is unavailable, read the source documents directly.

Do now: Review the source links at least five minutes before the call. Keep a working client profile in team-only Misc, linked from the client task.

Portal requirement: Compile a source-linked profile from sales evidence, form and agreement; show missing/conflicting facts and allow human corrections. Keep internal notes separate from client-visible material.

Onboarding call questions tap to open

Afiq's question guide, word for word.

Use across Marketing, Growth and combinations of services. Read existing answers first; confirm briefly and focus on gaps. Allow five minutes for opening, forty minutes for discovery and fifteen minutes for planning.

1. Goals & Why They Chose Us

  • From your form and sales call, your main goal is [goal]. Is that still right? What would make these next three months worthwhile?
  • What made you choose Offerlybusiness? What specifically gave you confidence?
  • Was there anything you were unsure about before signing, or anything you especially expect us to get right?

2. Customers & Reasons to Buy

  • Who are your best customers, and what usually makes them need or want what you sell?
  • Why do they choose you over the alternatives? Can you share a recent example?
  • What questions, objections or misunderstandings come up before they buy? Are there customers you cannot serve well?

3. Offers, Economics & Capacity

  • Which products or services should we prioritise, and why?
  • What are their prices, typical customer spend and approximate margins? What records can we use to confirm this?
  • If demand increased, how much more could you fulfil? What stock, staffing, scheduling or cash constraints should we know about?

4. Customer Journey & Where Business Is Lost

  • Walk us through a recent customer: how did they find you, what happened next, and how did they buy?
  • Where do people most often drop off, and what makes you think that?
  • What marketing have you tried? What happened to the enquiries, orders or sales?
  • Who handles enquiries and follow-ups, how quickly, and what happens after the first purchase?

Use relevant follow-ups:

  • F&B: Walk-ins, popular items, average bill, bundles, staff upselling, reviews and repeat visits.
  • Services: Enquiry quality, response time, appointments, quotations, follow-up, closing and delivery slots.
  • E-commerce: Product-page visits, add-to-cart, checkout, payment failures, shipping, refunds and repeat purchases.
  • Growth: Confirm the required three complete months of sales records, covered outlets/channels and ability to implement agreed offers. Finalise the baseline before launch.
  • Ads / website services: Confirm account ownership, access, current performance, tracking, budgets and the enquiry or purchase route.

5. Brand, Stories & Proof

  • Why did you start this business, and what do you do differently today because of that?
  • What customer results, reviews, demonstrations or real stories can we show?
  • What should people remember about you? What tone, topics or claims should we avoid?
  • Who is comfortable appearing on camera, and what permissions do we need?

Use the deeper founder-story questions in the original question bank only when a relevant story needs exploring. Do not push for a dramatic or personal story.

6. Confirm the Diagnosis & Working Arrangements

  • It sounds like the main obstacles are [summary]. Have we understood correctly? What have we missed?
  • Who approves content and commercial changes, and who can provide the information and access we need?
  • What upcoming events, closures, promotions or other commitments could affect the plan?

For possible upsells: Record the problem, supporting evidence, business impact and whether the current scope addresses it. Recommend extra work only when it solves a supported need and the client can implement it. Discussion does not add it to the purchased scope.

Recap message to the client (after the onboarding call)

Khai's template, word for word, except the "Recording session" line, which Afiq ruled out of onboarding. The system pre-fills it, and Queen copies it in one click and sends it.

Hi [name], thank you for today's onboarding call.

Next, we'll prepare your strategy using today's discussion and the information provided and we will keep you updated if we need anything else!

If not, here's the dates for the next steps :
Strategy call : [date, time SGT, link]

Khai's note: after the onboarding call

Khai's words, as he wrote them. His recap template is in the card above.

Update the client profile and save the recording or notes. Record decisions, open questions and actions with owners and deadlines.

Separate purchased work from possible additional services.

Send the recap below to the client and share it with the team.
Khai updates the calendar and tracks missing inputs and then prepares the strategy.

Do now: Save notes/recording, decisions and dated actions in the existing Drive/client task and update the working profile.

Portal requirement: Attach notes/recording and maintain profile changes, action owner, due date and status. Preserve the human review and recap steps above.

Portal requirement: Record call end, calculated recap deadline, owner and actual send time. Pause the two-hour timer outside Queen's working hours; flag overdue recaps and suppress reminders once sent. Queen sends manually until this is tested.

Afiq's rule: Queen sends the recap and action list within two working hours of the call ending, counting only Mon to Fri, 9am to 6pm SGT.

Client profile page (team only)

One page with tabs, where our team sees everything about a client at one go. It fills itself in as the client moves through the stages. The tab names are a first guess, built from Afiq's list: sales call, onboarding form, onboarding call and strategy. Tap a tab.

All stages

It shows everything at a glance, pulled from the other tabs. Whether this is the same as Khai's client overview in 1c is still open.

Section 2 · Strategy process

Platform part: enhancement phase 1 · not built yet

For now: Khai uploads the strategy files into the client's ODrive folders (Afiq's words, 10 Nov 2026).

Later, in the platform: The strategist does the whole ideation process (coming up with the strategy) inside our in-house platform. We then tag the client on the strategy, and it lands in the client's Strategy folder by itself, as a link or a file to the page.

We plan it now and build it later. We take Section 1 to mean everything above, Stage 0 to 1c (assumed).

Section 3 · Strategy call

Section 3 opens with the strategy call, then 3a recording, then 3b footage handover. The strategy call follows the same protocol as the onboarding call, then the filming or recording date is booked. The recording session sits here in Section 3, not in onboarding (Afiq's ruling).

OUR TEAMCLIENTAUTOMATICFrom Section 2OUR TEAMThe strategy call•With the client•Recorder on•Booked back in 1c+ detailsOUR TEAMAfter the call: upload orrecord it•Into our CRM+ detailsAUTOMATICAfter the call, by itself, allat once•Summary + main points of thecall•Client profile updated+ detailsOUR TEAMWe review and update theprofile•A person checks the summary•Same as after the onboardingcall (assumed)+ detailsOUR TEAMFilming / recording datebooked•We book it (assumed)+ detailsGo to 3a: Recording

3a · Recording

This is the video shoot day, on our calendar. The location usually comes later than the date, so the entry shows "to be updated" until it is filled in.

OUR TEAMCLIENTAUTOMATICFrom the strategy callAUTOMATICRecording shows on ourcalendar•Booking date•Client•Location: to be updated untilfilled in+ detailsOUR TEAMWe fill in the location•Once it is known•The calendar updates with it•Our team (assumed)+ detailsAUTOMATICLive map of the shoot location•Pin on a live map•Tap for directions (assumed:Google Maps)+ detailsRest of 3a: to come
Still open · 34 questions tap to open
  1. How the local recorder works, and whether the summary runs by itself.
  2. Telling the client the call is being recorded (PDPA). We have not checked the rule yet.
  3. The invoice and service agreement templates. They will be given later.
  4. Which packages go in, and what are each one's deliverables and tracking? (From the Offerly packages guide.)
  5. What happens when we cannot verify a payment?
  6. Who checks the payment proof? The flow assumes our team does it by hand.
  7. Afiq said the creation page has "two main split". Which two?
  8. After the strategy call, does Queen's recap within 2 working hours apply too, like after the onboarding call?
  9. Who books the filming or recording date, and does it need a minimum gap, like the 5 working days before the strategy call?
  10. Recording location: who fills it in, and by when before the shoot?
  11. 3b, footage handover: what happens in it, and what comes after it?
  12. Security: in the portal at offerly.club, how is each client kept out of other clients' data? Each client opens it with their own link and 4-digit code.
  13. Security: who can see the uploaded payment proofs, and where are they kept?
  14. Are Raw Video and Video Footage one folder or two?
  15. The client can see Edited Videos, and Khai's note says Misc is team-only. Which of the other ODrive folders can they see, and which stay internal?
  16. Security: the link and its 4-digit code go out together in the welcome message. So anyone who sees that message can open the page. Afiq ruled this an accepted risk on 9 Nov 2026. The code locks after 5 wrong tries and we can reset it. Still open: do the link or the code ever expire?
  17. Client profiles: Stage 0 creates one, 1b creates one, 1c compiles a client overview, Khai's note keeps a working client profile in Misc, and there is the client profile page. Are these all one profile, filled in as we go?
  18. Which group do we create: a WhatsApp group?
  19. "Usually 1 working day": we book the call before the group exists, so 1 working day after what? The payment?
  20. Build order: do we build the customer portal together with the internal CRM, or after it?
  21. The portal is on "from the start". Does that mean after payment, where the flow puts it now, or earlier, in Stage 0?
  22. The call date sits at the top of the onboarding form, inside the portal. Does it stay on the dashboard after the form is done?
  23. Who switches the portal on, and does the dashboard unlock by itself once the form is done? The flow assumes both happen by themselves.
  24. The invoice + agreement maker: Afiq said we revisit its details. Which ones?
  25. When does the team message go from a manual send to a fully automatic one?
  26. How does "enhancement phase 1" sit next to Phase 1 (internal CRM) and Phase 2 (customer portal)? Does it come after the first build?
  27. Khai's note says to link the profile from the client task. Where do client tasks live in the CRM?
  28. Security: who can reset a locked 4-digit code, and how do we check it is really the client asking? A careless reset gets round the 5-try lock.
  29. Khai's note says to save the notes in "the existing Drive". Is that ODrive?
  30. The client profile page: are these the right tabs? (Overview, Sales call, Onboarding form, Onboarding call, Strategy, Logins.)
  31. Is the client profile page the same as Khai's client overview in 1c, or is that overview one tab of it?
  32. Security: client logins. Afiq's ruling of 9 Nov 2026 keeps them in the CRM with 4 locks. Who are the named staff who can unmask, and how many wrong tries before the code locks?
  33. Calendar sync: which calendars sync with the booking pages (ours, the booking page's, the client's?), so the onboarding call and the strategy call never double-book?
  34. "5 working days" before the strategy call: do public holidays count as working days?