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Services · Better processes

The best follow-up question is the one that never comes up.

Many businesses want to automate their inbox. Often it is better to change the process itself: customers book appointments online, order through a portal or send all the details right away. Then the follow-up email is never needed. After that, we use automation and AI where work is still left.

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  • Root cause before symptomChange the process first, then automate
  • Self-serviceCustomers handle requests, appointments and orders themselves
  • With your teamWe change processes together with the people who run them
Maintenance · Example processBook your own appointment

Instead of scheduling by email: customers book themselves, and the business gets the calendar entry. A reminder follows the day before.

Illustrative example with fictional slots. No actual booking.

Before: back and forth

One question. Another email.

  1. Does Tuesday work?

    The business suggests an appointment.

  2. Sorry, no …

    The customer needs another day.

Now: self-service

One link. A clear path.

  1. Open the link

    The customer opens the booking link.

    Start
    Online booking
  2. Choose a service

    The customer selects the right service.

    Service
    Maintenance
  3. Choose a free slot

    Available appointments at a glance.

    Example slots
    Wed 09:00 · Thu 14:00
  4. Book the appointment

    One click confirms the selection.

    Selected
    Thu 14:00 · booked
  5. Confirmation & calendar

    Customer notified, business calendar updated.

    Business calendar
    Customer notified · Business: Thu 14:00
  6. Reminder the day before

    The customer receives a timely reminder.

    Wednesday
    Your appointment is tomorrow.
Booked without follow-ups

What we actually do

We look at the whole process, from first contact to the invoice, and change it where the work arises.

Map the process

Together we record how a request, an order or a purchase runs through the business today: who does what, where it gets stuck, what happens twice.

Find the root cause

We look for the point where unnecessary work arises. Often details are missing at the start, or information sits in two places.

Set up self-service

Where it fits, your customers do things themselves: book appointments online, order through a portal or shop, upload documents.

Write down the rules

What lives in one person’s head today, we write down as an operating procedure. Others can then work by it, and later software too.

Use what you have

Often your existing program can do more than you use. We set it up before we build anything new.

Typical examples

This is what it looks like in typical businesses. These are examples, not customer cases.

Trades · Heating

Maintenance requests

TodayRequests arrive by phone and email, without details about the system. Every request means questions going back and forth.

AfterwardsCustomers book maintenance online with system type and photo. Follow-up questions disappear, the technician arrives prepared.

Specialist retail · Medical practices

Reordering without having to think about it

TodayGoods and consumables are reordered when someone notices they are running low. Sometimes too late, sometimes twice, and someone enters every order by hand.

AfterwardsA small interface reads stock from your inventory, POS or practice software. It reorders automatically using rules such as minimum stock or a schedule. You choose where to approve orders first or simply receive a notification.

Services · Building cleaning

Special requests from customers

TodayCustomers report extra cleaning and changes by calling the site manager. Much gets lost along the way.

AfterwardsCustomers submit requests through a form with site and date. The job lands in the schedule and the customer gets a confirmation.

How it works

In the customer portal after launch: see every step and approve the commission before we implement it.

  1. 01

    Describe

    You describe the process that costs you the most time in the portal: in a few sentences or with examples such as a typical enquiry email.

  2. 02

    Proposal

    We get back to you with an assessment: where the root cause lies and what the process will look like, at a fixed price per result.

  3. 03

    Approval

    You review the proposal, discuss it with your team and approve it in the portal.

  4. 04

    Implementation

    We change the process with you, set up the form, portal or program and test with real cases. Afterwards, everything runs in your own accounts, and we can check on it regularly if you wish.

How you engage us

You can engage us for better processes in three ways. With fixed prices instead of open timesheets.

Consulting

We map the process and describe how it should run in future. You implement it yourself.

Implementation

We set up the new process with a form, portal or program, test with real cases and hand everything over documented.

Care on request

We set everything up in your own accounts. They belong to you; we are only invited. If you like, we keep an eye on things for a monthly fee. It is not required.

Is this right for you?

A good fit if …

much of the work runs on verbal requests, the same questions go back and forth or one person keeps everything in their head. And if you are ready to change a process instead of just making it faster.

Not a good fit if …

the process already works well and only data is retyped between programs. Then an interface or an automation helps.

More about automation

Frequently asked questions

Why not automate straight away?

Automate a cumbersome process and you get a fast cumbersome process. We fix the root cause first. Whatever still runs the same way every time, we then automate with fixed rules. We only use AI where it really helps.

Do our customers even want to do this themselves?

Not all of them, and they do not have to. Phone and email stay. The online route is an offer: simple, available around the clock, with instant confirmation. You decide which routes you offer.

Do you also build an online shop for this?

If a shop, a customer portal or a form fixes the process at the root, we build it as part of the work. It runs in your own accounts, for example with your shop provider. We set up the technology and interfaces and can check on things if you wish. You or your shop partner maintain products, content, apps and marketing.

What about our team?

We change processes with the people who run them every day. They know the special cases. We write down new rules together so everyone knows what applies.

How to get started

We are opening sign-up for the customer portal shortly. Ask to be notified and you will hear from us first. Would you rather talk right away? Write to us at hallo@fesity.de.

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Free and without obligation. We store the portal database and project files in the EU.

  1. 01After launch: create an accountName, company and business email. Sign in with a code, without a password.
  2. 02Then: describe a processDescribe your processes in the portal or upload documents. A few sentences are enough. We review your information personally and prepare your preview.
  3. 03Then: talk in person30 minutes by video. We tell you honestly which next step pays off for you.

Once the portal launches, you see your fixed price there before you commit. The account is free; registration is still closed.

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