Sales Team Review · v1.0 11th May 2026 Powered by

SGL · OPERATIONAL INTELLIGENCE PLATFORM

Unified CRM &
Client Onboarding Platform

A single source of truth for the entire client journey — from the first inquiry to certificate issuance. Built around how SGL's sales, operations, finance, and certification teams already work.

Lead Management Multi-Level Pricing Approval Client KYC Certificate Workflow Cross-Branch Visibility

PREPARED FOR

SGL Leadership · Sales · Zonal Heads · Operations

PURPOSE

Validate operational flow & surface real-world requirements

FORMAT

14-slide working session · ~45 minutes

STATUS

Working draft for discussion

WHERE WE ARE TODAY

The operational gaps we're solving for

Seven recurring pain points heard across branches, sales, and operations. Each one slows the path from lead to issuance.

01 · LEAD VISIBILITY

Fragmented
lead tracking

Leads spread across spreadsheets, email threads and personal notebooks. No shared pipeline view.

02 · ACCOUNTABILITY

Followups depend
on individuals

When a BDE is unavailable, momentum stops. There's no fallback ownership or audit trail.

03 · COMMERCIAL CYCLE

Pricing approvals
delay revenue

BDM → Client → CFO approvals happen over phone & email. No view of where a deal is stuck.

04 · CLIENT STATUS

Unclear
readiness signals

Is this client KYC'd? Pricing locked? Template approved? Today the answer takes a phone call.

05 · KYC DEPENDENCY

KYC repeated
per branch

Same client gets KYC'd again at every branch. Documents collected twice, three times, four times.

06 · TEMPLATE REVISIONS

Certificate revisions
untracked

Which version did the client approve? Who signed off? Hard to reconstruct after the fact.

07 · CROSS-BRANCH

No centralized
visibility

A client engaged with three branches looks like three different relationships. Effort gets duplicated.

THE COMMON THREAD

Information lives in people's heads — not in a system.

Our goal is to change that.

SECTION II · LEAD JOURNEY

Every inquiry, captured the same way

Seven channels feed a single intake — captured by whoever takes the call, in 30 seconds or less.

UNIFIED INTAKE

7 → 1

sources funnel into one pipeline

Website

Inquiry forms · Contact us

Exhibition

Trade shows · Booth visitors

Event

Industry meets · Sponsorships

Referral

Existing client introductions

Call Center

Inbound enquiry calls

Walk-in

Branch visits · Reception

Branch Inquiry

Direct enquiries to a specific branch — auto-tagged with branch, attributed cross-branch when client already exists

CHANNELS

CRM

CAPTURED BY

Call Center Executive

First-touch capture for phone & web inquiries

Receptionist

Walk-ins & branch enquiries

BDE / BDM in field

Exhibitions, events, referrals — captured on mobile

BUILT-IN CHECK

Existing client? System surfaces the match instantly — no duplicate record created.

LEAD JOURNEY · STEP 02

Every lead has an owner — within minutes

Assignment is rule-based and visible. Manager and coordinator are designated up front, so followups never fall through.

Lead Captured

Source, contact, services of interest, branch tagged

CCE / Reception / BDE

BDM Assigned

Manager owns the relationship and approval

Manager-level

BDE Assigned

Coordinator drives followups and pricing draft

Coordinator-level

Followup Initiated

Calls, meetings, reminders — with audit trail

SLA tracked

OWNERSHIP

Every lead has a Manager + Coordinator named at capture.

ACCOUNTABILITY

Reassignment is logged. Auto-escalation on missed SLA.

CENTRALIZED TRACKING

Zonal Heads see live load & conversion across teams.

THE FULL JOURNEY · ONE VIEW

Client Onboarding & Approval Journey

From Lead to Certificate Issuance

★

Unified Lead Tracking

All sources in one place

✓

Parallel KYC

Independent & reusable

●

Multi-Level Approvals

Transparent & accountable

▤

Template Workflow

Versioned & collaborative

↑

Client Activation

Ready for Certification

MAIN ONBOARDING JOURNEY

If Rejected

Lead Captured

Website
Exhibition / Event
Referral
Call Center
Walk-in

By: CCE / Reception /
BDE / BDM

Lead Assignment

BDM Assigned (Manager)
BDE Assigned (Coordinator)

By: Sales Team /
Branch

Client Discussion
& Followups

Calls / Meetings
Snooze / Reschedule
Reminders
Notes & Attachments

By: BDE

Pricing Draft

Service-wise pricing prepared
Slab-based

By: BDE

BDM Approval

Review Pricing
Approve / Reject

By: BDM

Client Approval

Pricing Shared
Approve / Reject

By: Client

CFO / Auditor
Approval

Commercial Review
Approve / Reject

By: CFO / Auditor

Certificate
Template Design

Design by Internal Team

By: Design Team

Client Template
Approval

Review Template
Request Revision
Final Approval

By: Client

Client Activation

Pricing approved
Template approved
KYC approved

By: Operations

Certificate
Issuance

Live for the client
Audit-trailed

By: Operations

PARALLEL KYC PROCESS · CLIENT-LEVEL

KYC Initiated

Personal / Company captured

Documents Collected

PAN · GST · Address · ID · Bank

Verification

Internal + background check

KYC Approved

Reusable across all services

All Branches Notified

KYC available everywhere

Activation is blocked until KYC is approved

ROLE OWNERSHIP AT A GLANCE

CCE

CCE / Reception

Capture (call/walk-in)

BDE

Followups, pricing

BDM

Pricing approval

Client

Pricing & template

CFO

CFO / Auditor

Commercial approval

Design Team

Template design

OPS

Operations

Activation & issuance

CROSS-BRANCH
INTELLIGENCE

Duplicate Client Detection

Same client across branches via PAN, GST, Mobile, Email.

Existing KYC Alert

If KYC is approved at any branch, all teams are notified.

Active Engagement View

View ongoing leads, pricing & approvals across branches.

One Client. One Record.

No duplicate KYC. No duplicate effort.

STATUS LEGEND

Approved / Completed

Pending / In Progress

Rejected / Rework

Active Stage

SECTION III · OPERATIONAL INTELLIGENCE

Multi-service pricing, slab by slab

Each certification service has its own price book. A single client can subscribe to multiple services — each priced independently, all governed by the same approval workflow.

SERVICE 01

Natural Diamond Certification

SLAB	UNIT PRICE	CURRENCY
0 – 1 carat	$2.00	USD
1 – 2 carat	$3.00	USD
2+ carat	$4.00	USD

Slab logic Stones graded individually — slab applied per stone, then rolled up.

SERVICE 02

Metal Quality Certification

METAL TYPE	PER GRAM	CURRENCY
Gold (22K / 24K)	$1.20	USD
Silver	$0.60	USD
Platinum	$2.20	USD

Indicative Final slabs and currencies confirmed during this session.

ONE CLIENT · MANY SERVICES

Services bundle into a single relationship

CLIENT

Bima Jewellers

Natural Diamond Cert.Active

Metal QCActive

Lab-Grown Cert.Future

Each service has its own pricing & approval thread — but all sit under one client, one KYC, one branch view.

OPERATIONAL INTELLIGENCE · 02

KYC, done once. Used everywhere.

Client-level KYC eliminates duplicate paperwork, gives the entire organization a shared view of who is verified, and acts as the gate to certification.

STEP 01

Initiated

Personal & company details — captured once at the client level.

STEP 02

Documents

PAN · GST · Address Proof · ID · Bank — uploaded by the client or coordinator.

STEP 03

Verification

Internal check + background screening. Comments captured.

STEP 04

Approved

Reusable across all services. All branches notified.

THE HARD GATE

Certificate cannot be issued until KYC is approved.

Client activation, pricing finalization and certificate workflow can run in parallel — but issuance is hard-locked behind KYC.

REUSABILITY

One KYC works across every service the client uses.

CROSS-BRANCH

Branch B sees the work Branch A already did.

EXPIRY & RENEWALS

Auto-flagged 30 days before document expiry.

CLIENT KYC RECORD · PREVIEW

Bima Jewellers

Mumbai · GST 27AAACS1234L1Z2

KYC Approved

Approved on12 Apr 2026

Verified byA. Khanna · Compliance

Originating branchMumbai · BKC

Notified branchesSurat · Kolkata · Bengaluru

Active servicesDiamond Cert · Metal QC

Certificate issuance unlocked.

OPERATIONAL INTELLIGENCE · 03

Certificate templates, versioned end-to-end

Every revision tracked. Every approval timestamped. Final issuance always traces back to the exact version the client signed off on.

Template Draft

Internal design team prepares the certificate template, applies brand & legal layout.

Design Team

Client Feedback

Client reviews in-app, leaves comments by region. Feedback threaded against the version.

Client

Revision

Design team revises. New version (v1.1, v1.2…) created — old version retained for audit.

Design Team

Final Approval

Client signs off the locked version. Template moves to certification-ready state.

Client & Ops

REVISION HISTORY · PREVIEW

Diamond Cert. Template — Bima Jewellers

Locked v1.3

VERSION

CHANGE SUMMARY

STATUS

v1.3

Footer realigned, hallmark logo updated to FY26 mark

P. Mehta · Design

Approved

v1.2

Client requested font size +1 on grading scale

Client · Mr. Patel

Revised

v1.1

Color correction on header band, QR repositioned

P. Mehta · Design

Sent

v1.0

Initial draft from base template

Design Team

Draft

WHAT WE GUARANTEE

Full version history

Every version retained, side-by-side comparison.

Timestamped approvals

Who approved, when, with what comments.

Lock on final approval

Locked version is the only one used for issuance.

SECTION IV · DASHBOARDS

A view tuned to every role

Same data, four lenses. Each role sees what's actionable to them — and nothing that isn't.

EXECUTIVE

CFO / Auditor

FOCUS AREAS

Pending Approvals

Revenue Visibility

Overdue Accounts

Pricing Variance Reports

"Where is money stuck?"

REGIONAL

NH / Zonal Head

FOCUS AREAS

Team Performance

Lead Funnel by Branch

Conversion Tracking

Branch SLA Health

"Which teams are winning, which are stuck?"

SALES

BDM / BDE

FOCUS AREAS

My Assigned Leads

Today's Followups

Pending Approvals

Pricing & Template Status

"What do I do today?"

FRONTLINE

CCE / Reception

FOCUS AREAS

Incoming Inquiries

Walk-in Capture

Assignment Status

Duplicate Detection Alerts

"Did this lead reach the right person?"

SECTION V · VISUAL MOCKUPS

Lead Pipeline Dashboard

A working view for the BDM — pipeline funnel, today's followups, branch performance, and approval queue at a glance.

Concept · BDM home

SGL

CRM

Dashboard

Leads 68

Followups

Clients

KYC 21

Pricing & Approvals

Certificate Templates

Reports

v0.9 · Concept

Dashboard

Welcome back, Mubasshir 👋

Search leads, clients, services...

Mubasshir

BDM · Mumbai

New Leads

↑ 18% vs last month

Active Leads

↑ 12% vs last month

Pending Approvals

View all →

KYC Pending

View all →

Clients Activated

↑ 30% vs last month

Lead Pipeline

This Month ▾

New Leads120

In Discussion68

Pricing Shared32

In Approval18

Closed Won9

Conversion Rate

20.6%

Won Revenue (Est.)

₹ 48.75 L

Upcoming Followups

View Calendar →

May

Bima Jewellers

Metal QC + Diamond Cert.

10:30 AM

Today

Rahul Mehta

BDE

›

May

Tanishq Jewellery

Natural Diamond Certification

02:00 PM

Today

Ahmed Khan

BDE

›

May

Gopinath Jewellers

Metal QC

11:00 AM

Tomorrow

Suresh Nair

BDE

›

May

Kalyan Jewellers

Diamond Certification

03:30 PM

Tomorrow

Pooja Singh

BDE

›

May

Sri Krishna Gems

Multiple Services

11:30 AM

Upcoming

Vikram Das

BDE

›

Leads by Source

Website30 (25%)

Exhibition28 (23%)

Referral24 (20%)

Call Center20 (17%)

Walk-in18 (15%)

Leads by Branch

All Branches ▾

Mumbai45

Surat28

Kolkata18

Bengaluru15

Thrissur14

Approval Summary

This Month ▾

BDM Approval

Pending

Client Approval

Pending

CFO/Auditor

Pending

Template Approval

Pending

Alerts

View all

KYC Pending

21 clients KYC is pending.

⏱

Overdue Followups

14 followups are overdue.

⏵

Pending Approvals

15 approvals are pending.

⎘

Duplicate Check

3 potential duplicates found.

VISUAL MOCKUP · 02

Lead Detail Screen

The full client story on a single page — timeline, KYC status, pricing, template, attachments, approvals.

Concept · Lead 360°

Leads › Mumbai › SR-2026-00471

Bima Jewellers

In Approval

Branch · Mumbai BKC Source · Exhibition Services · Diamond · Metal QC Mobile · +91 98201 23456

KYC STATUS

Approved

12 Apr 2026 · Reusable

PRICING STATUS

CFO Review

Awaiting · 2 days

TEMPLATE STATUS

v1.2 · Revised

Sent for client review

ACTIVATION

3 of 4 ready

Awaits final approvals

Timeline

Pricing

Template

KYC

Attachments 12

Notes

Approvals

Pricing sent for CFO approval

Today · 11:18 AM

By Mubasshir (BDM) — Total quote ₹ 2,84,000 across 2 services

Template v1.2 sent to client

Yesterday · 04:42 PM

By Priya Mehta (Design) — Font scale revised on grading band

Client approved pricing draft

12 May · 10:09 AM

Mr. Patel signed off via WhatsApp screenshot — attached

BDM approved Diamond Cert. slabs

11 May · 06:30 PM

Slab pricing accepted — Metal QC sent back for one revision

KYC Approved · cross-branch

12 Apr · 03:22 PM

By A. Khanna · Compliance — Notified Surat, Kolkata, Bengaluru

Lead captured at IIJS Mumbai

28 Mar · 02:08 PM

By R. Singh (BDE Field) — Booth scan · 3 min capture

Approval Chain

✓

BDM Approval

Mubasshir · 11 May

Approved

✓

Client Approval

Mr. Patel · 12 May

Approved

⏱

CFO / Auditor

Awaiting · 2 days

Pending

Activation

Operations

Queued

Pricing Snapshot

View detail →

Diamond Cert · slabs$2 / $3 / $4

Metal QC · gold$1.20 / g

Volume estimate~ 1,250 units / mo

Quote total₹ 2,84,000

Attachments

12 files

📄 KYC-PAN-Bima.pdf2.1 MB

📄 Pricing-Quote-v3.pdf844 KB

🖼 Template-v1.2-preview.png1.3 MB

💬 WA-approval-screenshot.png312 KB

Notes · Latest

"Client wants Metal QC pricing reviewed once more — 24K vs 22K split. Will send revised by Friday."

— Mubasshir, 13 May

VISUAL MOCKUP · 03

Pricing Approval Screen

Slab table, approval chain and revision comments — designed for a one-glance decision.

Awaiting CFO · 2 days open

Approvals › Pricing › SR-2026-00471

Bima Jewellers

Mumbai BKC · Diamond Cert + Metal QC · Quoted by Mubasshir (BDM)

SERVICE 01

Natural Diamond Certification

BDM ✓Client ✓CFO Pending

SLAB	UNIT PRICE	VOLUME EST.	MARGIN %	SUBTOTAL
0 – 1 carat	$2.00	800 / mo	62%	₹ 1,33,200
1 – 2 carat	$3.00	300 / mo	68%	₹ 74,925
2+ carat	$4.00	120 / mo	71%	₹ 39,960

SERVICE 02

Metal QC

BDM ✓Client ReviewCFO Queued

METAL TYPE	PER GRAM	VOLUME EST.	MARGIN %	SUBTOTAL
Gold (22K / 24K)	$1.20	14 kg / mo	58%	₹ 28,000
Silver	$0.60	22 kg / mo	41%	₹ 8,000

QUOTE TOTAL

₹ 2,84,085

/ month, recurring

BLENDED MARGIN

61.4%

vs 58% benchmark

VARIANCE TO LIST

−4.2%

within auditor band

Comments are required for revision & reject.

Approval Chain

✓

BDM Approval · Mubasshir

"Slabs aligned with H1 list. Approving."

11 May · 06:30 PM

✓

Client Approval · Mr. Patel

"Diamond pricing fine. Will revert on Metal QC."

12 May · 10:09 AM

⏱

CFO / Auditor · Pending

Awaiting commercial review · 2 days open

SLA breach in 24h

→

Activate & Issue

Operations queue

Revision Comments

Mr. Patel · Client

"Silver per-gram looks high for our volume. Can we get to $0.50?"

12 May · 10:09 AM

Mubasshir · BDM

"Will run Silver at $0.55 with 12-month commit. Reverting in v3."

12 May · 11:42 AM

VISUAL MOCKUP · 04

Certificate Template Approval

Side-by-side preview, full revision history, accept / reject with comments — versioned and audited.

v1.2 · Awaiting client

Compare: v1.1 → v1.2

PREVIOUS · v1.1

SGL · NATURAL DIAMOND CERTIFICATION

CERTIFICATE OF AUTHENTICITY

Report No. SR-D-26-00471

SHAPE

Round Brilliant

CARAT

1.18 ct

COLOR

CLARITY

VS1

CUT

Excellent

POLISH

Excellent

Authorised Signatory
SGL · Mumbai

CURRENT · v1.2

Active

SGL · NATURAL DIAMOND CERTIFICATION

CERTIFICATE OF AUTHENTICITY

Report No. SR-D-26-00471

SHAPE

Round Brilliant

CARAT

1.18 ct

COLOR

CLARITY

VS1

CUT

Excellent

POLISH

Excellent

Authorised Signatory
SGL · Mumbai · 14 May 2026

A · grading scale enlarged

B · hallmark FY26

Approving locks this version for issuance.

Revision History

5 versions

v1.2 · Active

Today 04:42 PM

Font scale increased on grading band, hallmark updated

v1.1 · Revised

12 May 09:12 AM

Color band adjusted, QR moved to footer

v1.0 · Sent

10 May 02:30 PM

First draft sent to client for review

Internal draft

08 May

Base template forked from Diamond v3

Annotations & Comments

Mr. Patel · Client · Pin A

"Grading text needs to be one size larger — currently hard to read on print."

11 May

P. Mehta · Design · Pin B

"Switched to FY26 hallmark. Resolution-checked at print scale."

14 May

UPON FINAL APPROVAL

Template locks → Activation completes → Issuance enabled.

SECTION VI · OPEN DISCUSSION

This is our current understanding
of the business.

We want to validate & refine it together. Where is this wrong, where is it incomplete, what did we not ask about?

Validate the lifecycle

Surface real edge cases

Decide what ships in v1

SIX QUESTIONS FOR THE ROOM

Where do approvals get stuck most often?

BDM, client, CFO, or somewhere in between?

Which template revisions repeat most?

What can we standardize so the design team isn't re-doing it?

Are there branch-level exceptions we missed?

Local pricing, local KYC requirements, regional approval chains?

What kills your followup rhythm today?

Reminders, channel switches, ownership confusion, anything else?

What reports do you wish you had Monday morning?

CFO, NH/ZH, BDM — what would you check first?

If we ship v1 in 90 days — what cannot be missing?

The non-negotiables for going live.

Unified CRM & Client Onboarding Platform

The operational gaps we're solving for

Every inquiry, captured the same way

Every lead has an owner — within minutes

Client Onboarding & Approval Journey

Multi-service pricing, slab by slab

KYC, done once. Used everywhere.

Certificate templates, versioned end-to-end

A view tuned to every role

Lead Pipeline Dashboard

Lead Detail Screen

Pricing Approval Screen

Certificate Template Approval

This is our current understandingof the business.

Unified CRM &
Client Onboarding Platform

This is our current understanding
of the business.