Score the supplier-plus-plan, not the supplier’s brand. The same agency may be suitable for capturing booking requests but unsuitable for committing appointments or following up complex commercial quotations.
Complete this assessment header before comparing proposals:
| Assessment field | What to record |
|---|---|
| Business and service area | Branches, postcodes, domestic/commercial mix and relevant emergency jurisdictions |
| Workflow | One defined process, such as overflow boiler-service enquiries |
| Current comparator | Existing callbacks, human answering, native software or manual processing |
| Permitted actions | Read records, capture information, draft messages, request appointments or commit bookings |
| Prohibited actions | Technical diagnosis, unapproved prices, discounts, eligibility decisions or unrestricted record changes |
| Systems | Job-management product, subscription tier, telephony, CRM and proposed connectors |
| Business owner | Person accountable for results and budget |
| Operational owner | Person responsible for exceptions, scripts and daily monitoring |
| Assessment stage | Proposal, acceptance testing, bounded pilot or expansion |
| Evidence version | Proposal date, configuration version, test date and supporting file references |
For an internal transformation plan, replace “supplier” with the named delivery team. Keep the same requirements for support, costs, permissions and evidence.
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