Issues logged. SLAs tracked. Escalations automatic. Inside the Google Workspace you already pay for.
A lightweight escalation workflow for SMEs that need structure before investing in a full CX platform. Branded intake form, live issue tracker, SLA engine, automated email flows, and an optional AI triage layer. Starting from $1,500, live in days.
Most SMEs are running customer issues out of inboxes.
WhatsApp threads, scattered email, no ownership, no SLA. By the time something gets escalated, the customer has already left a review.
- Customer complaints lost in email threads and WhatsApp
- No clear ownership — issues fall through the cracks
- No SLA tracking — response times are a guess
- Expensive CX tools priced for enterprises, not SMEs
- Every issue logged, assigned, and tracked automatically
- SLA deadlines with automatic warnings and escalations
- Works inside the Google Workspace you already pay for
- Live in days, not months — starting from $1,500
Six moving parts. One coherent workflow.
- 01
Branded intake form
A Google Form collecting complaints, requests, or vendor issues with structured severity and routing fields.
- 02
Live issue tracker
A Google Sheets ticket register with status, owners, SLA deadlines, and a real-time dashboard.
- 03
SLA rules engine
Configurable response and resolution targets by priority. Change timing rules without touching code.
- 04
Automated email flows
Acknowledgements, owner assignments, SLA warnings, breach escalations, and resolution confirmations — all automatic.
- 05
Escalation ladder
Warnings at 80% SLA, escalation to backup at 100%, manager escalation at breach. Every action logged.
- 06
Optional AI triage
Claude-powered complaint summarization, category suggestions, draft responses, and weekly insight reports.
Teams running operations on email.
- 01
E-commerce & retail
Track delivery delays, refund disputes, and quality complaints across vendors and fulfillment partners.
- 02
Logistics & supply chain
Manage vendor non-response, shipment issues, and onboarding problems with structured follow-up.
- 03
Agencies & service businesses
Route client issues to the right team member with clear ownership and response deadlines.
- 04
Clinics & property managers
Handle patient or tenant complaints with structured intake and SLA-based resolution tracking.
Three tiers. One-time projects, optional retainer.
- 01
Starter
$1,500 – $2,500Best forVery small teams with one workflow
- 1 intake form
- 1 TicketLog sheet
- Basic SLA setup
- Owner routing
- Acknowledgement email
- 1 review call
- 02· Most picked
Growth
$3,500 – $6,000Best forSMEs that need real follow-up discipline
- Everything in Starter
- Scheduled SLA checker
- Full escalation ladder
- Dashboard with metrics
- SOP documentation
- Testing session + admin handover
- 03
AI ops
$6,000 – $9,500Best forTeams wanting smarter triage and reporting
- Everything in Growth
- AI complaint summaries
- Auto-categorization
- Draft customer responses
- Weekly insight report
- Optimization support
Five steps. About a week.
- 01
Discovery
We map your current issue flow, volumes, and failure points.
- 02
Design
We define ticket categories, severity levels, SLA targets, and escalation rules.
- 03
Build
We create the form, sheet tracker, formulas, email templates, and Apps Script triggers.
- 04
Test
We run sample scenarios so the client can use it themselves with real examples.
- 05
Handover
We provide a short guide and 14 days of support.
Things people ask before signing.
- Do I need new software?
- No. The system works entirely inside Google Workspace using Forms, Sheets, Gmail, and Apps Script. If you already have Google Workspace, there is no additional software cost.
- Is this a replacement for Zendesk or Freshdesk?
- Not exactly. It's a lightweight escalation workflow for SMEs that need structure before investing in a full CX platform. If you outgrow it, you will have clear data and processes to migrate.
- Can you add AI?
- Yes. The AI Ops tier adds Claude-powered summarization, categorization, draft replies, and weekly insight reports. The core workflow runs without AI, so it is an enhancement, not a dependency.
- How long does setup take?
- Starter packages are typically delivered in 3–5 business days. Growth takes 5–7 days. AI Ops takes 7–10 days. All include testing and handover.
- What if I need more than one workflow?
- Each package covers one workflow. Additional workflows (e.g., separate vendor vs customer complaint tracks) are scoped and priced separately.
- Do you offer ongoing support?
- Yes. After the initial setup, you can add a monthly Ops Support retainer ($750–$2,000/month) for workflow reviews, SLA tuning, routing changes, and small enhancements.
Customer issues stop falling through the cracks.
Tell us about your current workflow — how complaints arrive, who handles them, where things break down. We come back with which package fits and what a working system would look like by next week.