Lead → Registration → Verification → Approval → Customer Created → E-Invoice Ready, with document checks and manager approval at the gate.
One queue for complaints, service requests, incidents and queries — with a conversation timeline that separates customer replies from internal notes.
First-response and resolution clocks per priority, at-risk warnings before the breach, and automatic escalation to supervisors and managers.
Publish answers once, link them to cases, and let customers self-serve from the public help centre.