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BusinessBusiness Documentation

Business Documentation

Platform requirements, service journey, user roles, and strategic initiatives for the Sustentus platform.

What is Sustentus?

Sustentus is a multi-tenant B2B service marketplace that connects vendors with experts to fulfil customer service requests. The platform automates lead intake, AI-driven requirements gathering, expert matching, proposal management, and project delivery — giving vendors full-funnel visibility from lead creation through to project completion.

Sections

  • Platform Overview — What Sustentus does, who it serves, and how the business model works
  • Service Journey — The end-to-end lifecycle of a service lead from intake through delivery
  • Roles — Vendor, Customer, Expert, CSM, SDM, and Admin responsibilities and perspectives
  • Initiatives — The three strategic initiatives: Build the Bridge, Refine the Bridge, Scale the Bridge
  • OKRs — Quarterly objectives and key results
  • Feature role matrix — Single source of truth for feature sets and role ownership

Key Metrics

The platform is built around conversion rate reporting at every stage of the funnel. Vendors and internal staff track:

  • Lead-to-activation rate
  • Activation-to-engagement rate
  • Engagement-to-bid-pool rate
  • Bid response rate and bid acceptance rate
  • Project completion and CSAT scores
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