> ## Documentation Index
> Fetch the complete documentation index at: https://docs.arcsolar.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# The customer journey

> Know the handoffs from enquiry to close-out.

Start here if you own, set up or run the business. This is the whole customer journey: what happens, who takes over and what needs checking before the next step.

You do not need to complete the sales rep course first. If you are joining the sales team, follow [your guided onboarding](/sales-onboarding) instead. Managers can use that course when coaching reps.

Use the steps below as your overview. Open a linked guide when you need the detailed instructions.

<Steps>
  <Step title="Capture and assign the enquiry">
    Search **Customers → Customer Records** before creating a record. Confirm contact details, lead source, owner and communication consent. [Meta leads](/integrations/meta) can arrive automatically.
  </Step>

  <Step title="Qualify and record the next action">
    Call or message from the customer record or **Comms**. Record the outcome, update the appropriate stage and create an owned follow-up task. Gather the address, electricity bill, goals and site information.
  </Step>

  <Step title="Assess and quote">
    Open **Quick Create Quote**. Check the customer, equipment, installation conditions, [bill analysis](/quoting/bill-analysis), [savings](/quoting/savings), incentives, payment schedule and internal BOM. Preview before sending.
  </Step>

  <Step title="Follow up and confirm the outcome">
    Check the sent/viewed/accepted state and the customer's scheduled messages. Keep manual outreach coordinated with [automatic journeys](/quoting/follow-ups). Check acceptance and payment separately.
  </Step>

  <Step title="Prepare the installation">
    Open the linked project. Confirm customer information, funding, installer, equipment and readiness. Set a date only when the required prerequisites are satisfied.
  </Step>

  <Step title="Deliver and close out">
    Track the job, collect completion evidence, resolve compliance and rebate work, and reconcile outstanding payments. Complete the remaining tasks before close-out.
  </Step>
</Steps>

## Make each handover clear

Agree these responsibilities with your team. Job titles may differ, but every handover needs a named owner and a next action.

| Team                       | What to leave ready for the next person                                                                          |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------- |
| Sales                      | Customer goals, verified site details, the issued quote, promises made and any open questions.                   |
| Operations                 | Readiness checks, installer and equipment arrangements, the agreed schedule and outstanding requirements.        |
| Finance and administration | Verified payment or finance status, compliance and rebate requirements, and anything still needed for close-out. |

Do not leave a handover only in a conversation. Update the relevant record and create an owned task for outstanding work.

## Keep these records distinct

| Record              | What it answers                                   |
| ------------------- | ------------------------------------------------- |
| Customer            | Who are we working with?                          |
| Opportunity or deal | What are they considering buying?                 |
| Quote               | What offer and terms did we issue?                |
| Task                | Who must do what, and by when?                    |
| Project and job     | What are we delivering, and what is its progress? |
| Payment record      | What is owed, processing or paid?                 |

Accepted does not mean paid. Paid does not mean ready for installation. Installed does not mean compliance and financial close-out are finished.

## Your next step

* **Setting up the business:** follow [organisation onboarding](/setup/onboarding), then work through the [setup checklist](/setup/checklist).
* **Running operations:** continue to [projects and jobs](/delivery/projects), then [calendar](/delivery/calendar) and [rebate tracking](/delivery/rebates).
* **Managing payments:** read [payments and project finances](/delivery/finance).
* **Welcoming a rep:** prepare their [team access](/setup/team), then send them [Sales rep onboarding](/sales-onboarding). They can follow it independently, with a manager-approved practice record.

## ArgonixIntelligence in this workflow

Use dashboard briefs to spot the next priority, call summaries to prepare the conversation and bill analysis to prepare the quote. Confirm the underlying record before taking action.

*The ArcSolar team · [support@arcsolar.com.au](mailto:support@arcsolar.com.au)*


## Related topics

- [Configure customer follow-up journeys](/quoting/follow-ups.md)
- [Welcome to ArcSolar](/index.md)
- [Set up notifications](/setup/notifications.md)
- [Configure pricing and finance](/setup/retailer-settings.md)
- [Prepare the workspace for daily use](/setup/checklist.md)