Refine the Bridge

Goal: Optimise the end-to-end process with features that support users at every stage of the service journey, improving conversion rates and user satisfaction.

Where Build the Bridge delivers the foundation, Refine the Bridge focuses on the quality of each interaction. This initiative addresses the details that determine whether a lead converts or drops off — AI accuracy, dashboard usability, notification timing, human-in-the-loop workflows, and reporting clarity.

Scope

Projects

Vendor Dashboard and Reporting

Full-funnel visibility for vendors showing conversion rates at every stage.

Pipeline summary — count and percentage at each stage from Lead In through Delivered
Funnel losses section — drop-off counts and reasons, shown separately from the happy path
Time-in-stage metrics highlighting bottlenecks
Bid performance — proposals received, average price, acceptance ratio
CSAT aggregation from completed projects
Filterable by date range, product category, and status

Kanban Visualisation

Card-based visual representation of leads moving through the service journey stages.

Columns mapping to the status workflow (Pending, Backlog, Bid Pool, In Progress, Delivered, etc.)
Drag-and-drop is role-dependent — CSM/SDM can move cards, vendors see read-only
Click-through from Kanban card to full lead detail
Same underlying data, different column visibility per role (see Roles)

AI Scoring and Ranking

AI-assisted evaluation of expert proposals against the BRD.

Score each proposal on relevance, requirement coverage, and value
Rank proposals presented to the customer with a recommended option
Scoring criteria: expert skill match, proposal narrative quality, milestone structure, pricing competitiveness
Percentage-based match score visible to the customer alongside each proposal

Human-in-the-Loop Workflows

Exception-based human intervention rather than reviewing every BRD or proposal.

Expert can flag a BRD as unclear — triggers CSM review
Manager review only when flagged, not on every lead (targeting the 5–10% that need attention)
CSM escalation paths when a customer goes cold during engagement
SDM intervention when an expert is underperforming on delivery

Notifications and Escalations

Timely alerts that keep leads moving through the funnel.

Key-based notification system (proposal-accepted, milestone-completed, etc.)
Configurable per tenant — which events trigger notifications, to whom, via which channel
Escalation rules — if a lead sits in a stage beyond its SLA, alert the responsible role
Email and in-platform notification support with multi-language templates (en, es, fr)

SLA Timers and Alerts

Configurable time limits per stage to prevent leads from going stale.

Per-tenant SLA configuration — different vendors have different acceptable durations per stage
Timer starts when a lead enters a stage, triggers alert when SLA is breached
Dashboard highlighting of SLA-breached leads
Automatic escalation to CSM/SDM when thresholds are crossed