ForzaOKB

Step 1.9 — Outreach Follow-Up Cadence

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Step 1.9 — Outreach Follow-Up Cadence

Phase: Phase 1 — New Shipper Onboarding Owner: Accounting / CFO Trigger: Debtor Verification & NOA outreach sent (Step 1.8 complete) with no response yet.

⚠️ Pending: Follow-up cadence logic depends on the outreach structure decided in Step-1.8-Debtor-Verification-NOA-Outreach. A combined outreach has one follow-up timeline; separated outreaches have two parallel timelines. This step will be fully drafted after Step 1.8 ideal state is resolved.

🎯 Ideal State

[TBD — pending Step 1.8 ideal state resolution]

Reference standard cadence for planning purposes (baseline to evaluate against):

DayAction
Day 0Outreach sent
Day 3First follow-up email from Accounting
Day 7Second follow-up — CC assigned Sales rep
Day 14Third follow-up — flag to Founder-CEO: is this Shipper still serious?
Day 21Hard stop — deal returns to Sales pipeline, Accounting closes the onboarding

Once Step 1.8 is resolved, this step will be drafted with specific follow-up timing, escalation logic, Sales rep CC triggers, and hard-stop rules.

🛑 HARD GATE

At the hard-stop date (Day 21 per reference cadence, TBD after Step 1.8), the deal returns to the Sales pipeline. Accounting closes the onboarding record. No resources continue to be spent on a non-responsive Shipper without explicit Founder-CEO direction to continue.

📍 Current State

[TO CONFIRM WITH ACCOUNTING]

Forza’s current follow-up cadence for Shipper billing/NOA outreach is not documented. Accounting follows up based on judgment and memory. Typical pattern and aging thresholds need to be captured from Accounting’s experience.

Who does this today: Concetta (Accounting / CFO).

🚧 Gap

  1. No documented follow-up cadence.
  2. No automated reminders or tickler system.
  3. No defined hard-stop policy — Shippers who don’t respond may stay in perpetual onboarding.
  4. No data captured on typical time-to-acceptance by Shipper type or industry.
  5. No escalation pathway to Sales or Founder-CEO for stalled onboardings.

🛠️ Gap Closure Actions

  • Action 1 — Interview Accounting to document current-state follow-up behavior and typical timing (Owner: Casey + Accounting | Effort: Low)
  • Action 2 — Draft ideal-state follow-up cadence after Step-1.8-Debtor-Verification-NOA-Outreach is resolved (Owner: Casey + Accounting | Dependency: Step 1.8 ideal state resolved | Effort: Low)
  • Action 3 — Evaluate automation options for follow-up reminders (Microsoft-365-Outlook calendar tasks, Pipedrive activities, dedicated tool) (Owner: Casey + Accounting | Dependency: Ideal state cadence drafted | Effort: Medium)
  • Action 4 — Establish hard-stop policy — at what point does a non-responsive Shipper return to Sales pipeline? (Owner: Casey + Accounting + Sales | Dependency: Ideal state cadence drafted | Effort: Low)
  • Action 5 — Build time-to-acceptance tracking into the response tracking mechanism from Step 1.8 (Owner: Accounting + Casey | Dependency: Response tracking built | Effort: Low)

Previous: Step-1.8-Debtor-Verification-NOA-Outreach | Next: Step-1.10-EZ-Loader-QBO-Sync-Verification

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