Chapter 9
Old system vs new
Based on the screen you use today.
| Today | New system | |
|---|---|---|
| Answering calls | Receptionist picks up every call | AI receptionist answers 24/7, humans only when needed |
| Putting calls through | Find customer in list, click 'Select Operator' | Automatic: favourite, speciality, fair share |
| Reader availability | Red 'LOGGED OFF' button, phone the office | Readers log on/off from their phone; website updates live |
| Customer notes | Free text in a cramped column | Structured notes, flags and full history per caller |
| Refunds & credits | Separate menu, reason often missing | One click, reason required, logged against staff name |
| Pre-bookings | Company / operator / date dropdowns | Customers book online; reader sees it in their portal |
| Website | Separate, not connected | Same system: live badges, minute sales, reader profiles |
| Reports | Today's transactions list | Live revenue, busy hours, reader leaderboard, payouts |
| Safety | Manual | Spend limits, flags, recordings, audit trail — automatic |
| Mobile | Desktop only | Works on any phone, tablet or computer |