By -Anti- on

I'd like to hear of any solutions Drupalers are using for the following workflow:

- a user makes initial enquiries about a product or service
- back & fourth replies are coordinated between three staff (ie. they know who answered the query and what was said)
- user decides to purchase a service and sends some kind of booking form
- staff, again coordinated, send a price (dependent on choices made in the booking form) and our bank details
- user makes a bank transfer to us
- staff, again coordinated, confirm payment and make further arrangements toward providing the service

The main problem is the coordination of staff responses.
Also, the staff being somehow alerted to new enquiries and bookings.
The other thing is how a 'booking form' might fit into this workflow.
And lastly, how our staff would follow-up on orders after payment.

I've got some loose, conceptual ideas, based around contact module, webform, and support ticket module (or a standalone hesk installation).

But I'd like to hear about anything similar other people have put in place. For instance, maybe instead of webform, the user downloads a pdf form, fills it out and then uploads it again?

Cheers.

⋅ Categories: Drupal 6.x

Comments

guidoable’s picture

guidoable commented

I am trying to do more or less the same with Ubercart at the moment. It is possible to turn of the shipping and payment options,and you can use the Price Quotes module:
http://drupal.org/project/uc_quotes

It is far from ideal, but it might be a starting point

-Anti-’s picture

-Anti- commented

Thanks for the suggestion; I've posted to the ubercart forum to ask further questions.

I'm also thinking about cck. It would be good if:

0) the user utilises the forums to make initial enquiries. Staff are emailed when a new forum topic is posted.
1) the user fills out a cck booking-form which becomes a node.
2) the staff get an email telling them a node has been created.
3) only the user who created the node and the staff can see it. It is listed in the user's tracker.
4) the staff visit the node to support the user. Dialogue happens in the comments below the booking form node.
5) only staff can edit the node. For example, if the user requests some information is changed.
6) the payment is made by bank transfer when the user is happy with the arrangements.
7) payment is acknowledged, and the comments closed when no more arrangements need to be made.

I've not used cck for anything yet.
Are 2) 3) and 5) possible?
Is it also possible to email staff when a comment is made on the node, or only when a node is created?

Thanks for any confirmation.