Business Workflows Guide

End-to-end process documentation for Gabnet 365 operations

Document Audience: Operations Managers, Department Heads, Process Owners
Last Updated: June 10, 2026

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Table of Contents

1. Overview
2. Order-to-Cash Process
3. Service Delivery Lifecycle
4. Inventory Management Workflow
5. Rental Management Process
6. Customer Onboarding
7. User Management Workflow
8. Purchase Order Lifecycle
9. Inventory Transfer Requests
10. Spare Parts / Dismantling
11. Sales Returns
12. Bulk Import
13. Month-End Procedures

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Overview

This guide documents the standard business processes in Gabnet 365. Each workflow includes:

• Process Overview: High-level description
• Roles Involved: Who participates in each step
• Step-by-Step Procedures: Detailed instructions
• Business Rules: Constraints and validations
• Success Metrics: How to measure process effectiveness

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Order-to-Cash Process

Overview

The complete flow from customer order to payment receipt.

Duration: Minutes to days (depending on payment terms)
Key Stakeholders: Sales Staff, Supervisors, Managers, Finance Team

Process Flow

Customer Inquiry → Quotation → Order Creation → Inventory Check → 
Order Processing → Payment Collection → Delivery → Receipt Issuance → 
Financial Recording

Detailed Steps

Step 1: Customer Inquiry

Role: Sales Staff (User)
Actions:

• Receive customer request
• Check product availability
• Verify pricing (retail vs. wholesale)
• Provide quotation if needed

System Support:

• Search products by name, SKU, or category
• View real-time stock availability
• Access customer history for pricing context

Step 2: Order Creation

Role: Sales Staff (User/Supervisor)
Actions:

• Navigate to Sales module
• Select customer (or create new customer record)
• Add products to order
• Set quantities and verify unit prices
• Select sales type (Retail/Wholesale/Service)
• Review order total

System Validations:

• Customer credit limit check (if credit sales enabled)
• Product availability verification
• Pricing validation by customer type

Step 3: Payment Processing

Role: Sales Staff (User/Supervisor)
Actions:

• Select payment method(s)
• Process payment:
  • Cash: Record amount received
  • Credit Card: Process and record transaction ID
  • Mobile Money: Record transaction reference
  • Bank Transfer: Record bank details
  • Credit: Deduct from customer credit balance
• Issue receipt

System Features:

• Support for split payments (multiple methods)
• Automatic change calculation for cash
• Payment reference tracking
• Receipt auto-generation

Step 4: Inventory Update

System Action: Automatic
Process:

• Reduce available stock at sale location
• Update reserved stock if applicable
• Trigger low-stock alerts if threshold reached
• Record inventory movement

Step 4b: Installation Ticket Creation (Machine Sales)

System Action: Automatic (after order commit)
Trigger: Sales order created—regardless of payment status (Paid, Partially Paid, or Pending)

Process:

• Inspect each sold line item
• For products in the Printer category (machines requiring installation):
  • Create one Installation service ticket per unit sold
  • Link ticket to the sales order (source: sale_auto_installation)
  • Set serviceLocation to Customer Location and priority to High
  • Skip creation if an identical ticket already exists (idempotent)

Staff follow-up:

• Review new installation tickets in Services
• Assign a technician and schedule the installation visit
• Ticket detail shows a link back to the originating sale

Step 5: Order Fulfillment

Role: Warehouse Staff (User)
Actions:

• Pick items from inventory
• Package for delivery/pickup
• Update order status
• Coordinate with logistics if delivery required

Step 6: Financial Recording

System Action: Automatic
Process:

• Record revenue by sales type
• Update customer balance if credit sale
• Track payment method distribution
• Generate financial reports

Business Rules

Success Metrics

• Order Processing Time: < 5 minutes average
• Payment Collection Rate: 100% at point of sale
• Order Accuracy: 99%+ (correct items, quantities, pricing)
• Customer Satisfaction: Measured through feedback

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Service Delivery Lifecycle

Overview

Complete workflow from service request to ticket closure and customer feedback.

Duration: Hours to weeks (depending on issue complexity)
Key Stakeholders: Customer Service, Technicians, Supervisors, Managers

Process Flow

Service Request / Sale (machine) → Ticket Creation → Priority Assignment →
Technician Assignment → Diagnosis → Repair/Installation →
Completion → Feedback Request (WhatsApp) → Release → Closure

Ticket sources:

• Automatic: Installation tickets created when a sales order includes printer products
• Manual: Warranty Repair or Non-Warranty Repair tickets created in the Services module

Detailed Steps

Step 1: Service Request

Role: Customer Service (User)
Actions:

• Receive customer complaint or service request
• Gather issue details
• Identify product/equipment
• Verify customer information

Information Collected:

• Customer details
• Product/equipment information
• Issue description (max 1000 characters)
• Location (In-Shop or Customer Location)
• Warranty status

Step 2: Ticket Creation

Role: Customer Service (User/Supervisor) — or System (automatic) for installations
Actions (manual repair tickets):

• Navigate to Services module → New Ticket
• Select ticket type: Warranty Repair or Non-Warranty Repair
• Select customer and product
• Enter detailed issue description
• Set initial priority (Low/Medium/High/Critical)
• Assign location

Actions (automatic installation tickets):

• Created when a sales order is saved and includes Printer category products
• No manual step required; staff review tickets in Services after the sale

System Features:

• Auto-generated ticket number (ST######)
• Ticket type and source tracking (manual vs sale_auto_installation)
• Sales order linkage for installation tickets
• Warranty type auto-set from ticket type
• Non-warranty repairs: no service charge required (costs zeroed)

Step 3: Priority & Assignment

Role: Service Manager (Supervisor/Manager)
Actions:

• Review new tickets
• Assess priority based on:
  • Customer importance
  • Issue severity
  • SLA requirements
  • Warranty status
• Assign to appropriate technician
• Set expected resolution time

Priority Levels:

• Critical: System down, business impact (< 4 hours)
• High: Major functionality affected (< 24 hours)
• Medium: Partial functionality affected (< 48 hours)
• Low: Minor issues (< 1 week)

Step 4: Service Execution

Role: Service Technician (User)
Actions:

• Review assigned tickets
• Gather necessary parts/tools
• Travel to service location (if customer site)
• Diagnose issue
• Perform repair/service
• Update ticket status (In Progress)
• Record work performed

Status Updates:

• Open → Assigned → In Progress → Completed → Released → Closed

Step 5: Cost Recording

Role: Service Technician (User/Supervisor)
Actions:

• Record parts cost, labor cost, and transport cost (if applicable)
• System calculates total cost automatically

Non-warranty repairs: Service charges are not required; costs are stored as zero.

Cost Components (warranty/installation):

Total Cost = Parts Cost + Labor Cost + Transport Cost

Step 6: Completion

Role: Service Technician (User/Supervisor)
Actions:

• Confirm work is finished
• Set ticket status to Completed
• System records service completion date

Step 7: Customer Feedback Request

Role: Customer Service (User)
Actions:

• Mark feedback as requested in the system (records feedbackRequestedAt)
• Open Send WhatsApp Feedback Request to share a pre-filled wa.me link with the customer
• Message includes ticket number and a prompt for a 1–5 rating plus comments
• Record any customer reply as in-system feedback (rating and comments)

Note: WhatsApp uses share links sent manually by staff (same pattern as invoice sharing). Automated WhatsApp Business API sending is planned for a future phase.

Step 8: Ticket Release

Role: Service Supervisor (Supervisor/Manager)
Actions:

• Verify work is complete and feedback has been requested
• Set status to Released
• System records releasedAt and releasedBy

Enforced rule: Cannot release without marking feedback requested first.

Step 9: Ticket Closure

Role: Service Manager (Supervisor/Manager)
Actions:

• Final review of ticket
• Verify release and feedback request steps are complete
• Set status to Closed
• Archive for reporting and future reference

Enforced rule: Cannot close without releasing first.

Business Rules

Success Metrics

• Average Resolution Time: By priority level
• First-Time Fix Rate: % resolved on first visit
• Customer Satisfaction: Average rating > 4.0
• SLA Compliance: % of tickets meeting SLA
• Cost per Ticket: Average service cost

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Inventory Management Workflow

Overview

Processes for maintaining accurate inventory levels across locations.

Key Stakeholders: Warehouse Staff, Inventory Managers, Purchasing Team

Core Workflows

1. Stock Receiving

Purchase Order → Goods Receipt → Quality Check → 
System Entry → Stock Placement → Update Records

Steps:

1. Receive shipment from supplier
2. Verify against purchase order
3. Inspect for damage/quality
4. Count and record quantities
5. Update system inventory:
   • Select location
   • Select product
   • Enter quantity received
   • Record supplier batch number (if applicable)
   • Note expiry dates (if applicable)
6. Place in designated storage area

System Updates:

• On-hand stock increased
• Available stock increased (if not reserved)
• Total inventory value recalculated
• Supplier records updated

2. Stock Adjustments

When Needed:

• Physical count discrepancies
• Damaged goods write-offs
• Found stock (previously unrecorded)
• Corrections of entry errors

Process:

1. Identify need for adjustment
2. Navigate to inventory item
3. Select "Adjust Stock"
4. Enter new quantities:
   • On-hand stock
   • Reserved stock (if applicable)
5. Required: Provide adjustment reason
6. System calculates available stock:

   Available = On-Hand - Reserved
   

7. Submit adjustment
8. System logs change with user and timestamp

Approval Requirements:

• Small adjustments (< 5%): User can complete
• Medium adjustments (5-10%): Supervisor approval
• Large adjustments (> 10%): Manager approval

3. Stock Transfers

Purpose: Move inventory between locations

Process:

1. Identify transfer need (stock imbalance, customer need)
2. Check stock at source location
3. Create transfer request:
   • Source location
   • Destination location
   • Products and quantities
   • Reason for transfer
4. Supervisor approval (if required)
5. Physical transfer executed
6. System update:
   • Reduce stock at source
   • Increase stock at destination
7. Receiving location confirms receipt
8. Transfer marked complete

Business Rules:

• Cannot transfer more than available stock
• Both locations must exist in system
• Transfer requires approval for high-value items
• Complete audit trail maintained

4. Cycle Counting

Purpose: Regular verification of inventory accuracy

Schedule:

• A items (high value): Monthly
• B items (medium value): Quarterly
• C items (low value): Semi-annually

Process:

1. Generate count sheet for location/category
2. Physical count by warehouse staff
3. Enter counts in system
4. System compares to recorded levels
5. Investigate discrepancies > threshold
6. Adjust inventory with proper reason codes
7. Report to manager

Success Target: 95%+ inventory accuracy

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Rental Management Process

Overview

Complete lifecycle of equipment rental from contract initiation to return.

Duration: Weeks to years
Key Stakeholders: Sales Staff, Service Technicians, Finance Team

Process Flow

Rental Inquiry → Availability Check → Contract Creation → 
Equipment Deployment → Meter Readings → Billing → 
Maintenance (if needed) → Contract Renewal/Return → 
Equipment Inspection → System Update

Detailed Steps

Step 1: Rental Setup

Role: Sales Staff (User/Supervisor)
Actions:

• Verify equipment availability at location
• Check customer credit status
• Create rental contract:
  • Select customer
  • Select equipment (product)
  • Set location
  • Define rental period:
    • Start date
    • Expected return date
  • Set agreed rate:
    • Amount
    • Period (Weekly/Monthly/Yearly)
  • Record initial meter reading (if applicable)
• System generates rental code
• Customer signs contract

System Validations:

• Equipment must be available (not in another rental)
• Location must have equipment
• Customer must be active
• Agreed rate must match rental rates

Step 2: Equipment Deployment

Role: Service Technician (User)
Actions:

• Prepare equipment for deployment
• Deliver to customer location
• Install/setup if required
• Train customer on usage
• Record initial meter reading
• Update rental status to "Active"

Step 3: Monthly Meter Readings

Role: Service Technician (User)
Purpose: Track usage for billing

Actions:

• Visit customer location monthly
• Record equipment meter reading
• Enter in system:
  • Month
  • Meter reading number
  • Any issues noted
• System stores reading history

Used For:

• Usage-based billing
• Preventive maintenance scheduling
• Equipment performance monitoring

Step 4: Billing & Payments

Role: Finance Team (Supervisor/Manager)
Actions:

• Generate monthly rental invoice
• Calculate charges:
  • Base rental fee (agreed rate)
  • Usage charges (if meter-based)
  • Maintenance fees (if applicable)
• Send invoice to customer
• Record payment when received
• Update customer account

Payment Terms:

• Advance payment (common for new customers)
• Monthly payment (established customers)
• Overdue handling procedures

Step 5: Overdue Management

System Feature: Automatic overdue detection

When: Expected return date passes
Actions:

1. System changes status to "Overdue"
2. Automatic alert to:
   • Sales manager
   • Customer service
   • Finance team
3. Contact customer:
   • Reminder of return date
   • Request return or renewal
   • Additional charges if applicable
4. Escalation if no response

Step 6: Rental Return

Role: Service Technician (User/Supervisor)
Actions:

• Schedule equipment pickup
• Retrieve from customer location
• Record final meter reading
• Inspect equipment condition
• Transport to warehouse
• Update rental status to "Returned"
• Record actual return date

System Updates:

• Rental marked as completed
• Equipment marked as available
• Final billing calculated
• Historical record maintained

Step 7: Equipment Inspection

Role: Service Technician (User)
Actions:

• Full equipment inspection
• Check for damage
• Test functionality
• Clean and service if needed
• Record condition
• Return to inventory if ready
• Create service ticket if repairs needed

Business Rules

Success Metrics

• Rental Utilization: % of time equipment is rented
• On-Time Returns: % returned by expected date
• Equipment Uptime: % of time functional
• Revenue per Equipment: Monthly average
• Customer Satisfaction: Rental experience rating

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Customer Onboarding

Overview

Process for adding new customers to the system.

Duration: 5-10 minutes
Key Stakeholders: Sales Staff, Customer Service, Managers

Steps

Step 1: Information Collection

Role: Sales Staff (User)
Information Required:

• Basic Information:

  • Customer name
  • Customer type (Retail/Wholesale)
  • Contact person details
  • Phone number
  • Email address

• Addresses:

  • Billing address (street, city, state, ZIP, country)
  • Shipping address (street, city, state, ZIP, country)

• Payment Information:

  • Preferred payment terms
  • Payment methods accepted
  • Credit sales requirement
  • Credit limit amount (if credit enabled)

Step 2: System Entry

Role: Sales Staff (User)
Actions:

• Navigate to Customers module
• Click "Add Customer"
• Fill in all required fields
• Review information for accuracy
• Submit

System Features:

• Form validation (required fields, format checks)
• Duplicate detection (warns if similar customer exists)
• Auto-generation of customer code
• Immediate availability for transactions

Step 3: Verification

Role: Supervisor (for high-value customers)
Actions:

• Review customer information
• Verify credit limit appropriateness
• Approve special terms if needed
• Confirm customer activation

Step 4: Welcome

Role: Customer Service (User)
Actions:

• Welcome email/call to customer
• Provide customer code
• Explain payment terms
• Share contact information for support

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User Management Workflow

Overview

Process for onboarding new employees and managing user accounts.

Key Stakeholders: HR, IT Administrators, Department Managers

Employee Onboarding

Step 1: HR Initiates

Role: HR Department
Actions:

• New hire paperwork completed
• Determine role and department
• Identify supervisor
• Assign location
• Send details to IT/Manager

Step 2: User Account Creation

Role: Manager or Admin
Actions:

• Navigate to Users module
• Create new user account:
  • First name, last name
  • Email address
  • Phone number
  • Role (Admin/Manager/Supervisor/User)
  • Department
  • Date of hire
  • Supervisor assignment
  • Location assignment
• Submit

System Actions:

• Generate user ID
• Create initial credentials
• Apply role-based permissions automatically
• Send welcome email with login details

Step 3: Training

Role: Supervisor/Manager
Actions:

• Schedule system training
• Review permissions and responsibilities
• Provide process documentation
• Answer questions

Step 4: Access Verification

Role: Supervisor
Actions:

• Verify user can log in
• Confirm appropriate module access
• Test key functions
• Address any issues

User Offboarding

When: Employee leaves company

Process:

1. HR notifies manager of departure
2. Manager/Admin deactivates user account
3. System immediately revokes access
4. Transfer ownership of records if needed
5. Archive user data per retention policy
6. Document in HR system

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Purchase Order Lifecycle

Route: /dashboard/purchase-orders
Permissions: purchaseOrders:list, create, update, delete

1. Create PO at /dashboard/purchase-orders/new (supplier, location, line items).
2. Submit for approval; approver uses PO detail actions.
3. Receive goods — updates inventory at the location.
4. Record supplier invoice on the PO when delivered.
5. See Purchase Orders module.

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Inventory Transfer Requests

Route: /dashboard/inventory/transfer-request
Permissions: transferRequest:list, transferRequest:create

1. Create transfer from source to destination location.
2. Await approval (Managers/Supervisors/Admins per policy).
3. Complete physical move and confirm in the system.
4. See Inventory module.

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Spare Parts / Dismantling

Route: /dashboard/spare-parts
Permissions: dismantleRequest:list, create, update

1. Create request at /dashboard/spare-parts/new — status Pending.
2. Approve at location (Manager/Supervisor/Admin).
3. Start work — In Progress; record components.
4. Complete request.
5. See Spare Parts module.

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Sales Returns

Routes:

• New return: /dashboard/sales/returns/new
• Return detail: /dashboard/sales/returns/[id]

1. Open the original sale from Sales.
2. Initiate return; select items and quantities.
3. Process refund or credit per payment method.
4. Original sale receipt (PDF): /dashboard/sales/[id]/receipt.

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Bulk Import

Supported entities (requires {entity}:import permission):

Use Bulk Import on the list page: download template, fill data, upload, and confirm.

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Month-End Procedures

Overview

Monthly closing processes for accurate financial reporting.

Duration: 1-2 days
Key Stakeholders: Finance Team, Managers, Admins

Checklist

1. Inventory Reconciliation

Role: Inventory Manager
Actions:

• Run inventory valuation report
• Compare to accounting records
• Investigate significant variances
• Process necessary adjustments
• Lock inventory transactions for closed month

2. Sales Reconciliation

Role: Finance Team
Actions:

• Run monthly sales report
• Reconcile with payment records
• Verify all invoices processed
• Check for pending returns
• Reconcile credit sales
• Update accounts receivable

3. Rental Billing

Role: Finance Team
Actions:

• Generate rental invoices for active contracts
• Verify meter readings recorded
• Calculate usage charges
• Send invoices to customers
• Record in accounting system

4. Service Ticket Review

Role: Service Manager
Actions:

• Close completed tickets
• Review open ticket status
• Verify costs recorded
• Check SLA compliance
• Generate monthly service report

5. Customer Account Review

Role: Finance Team
Actions:

• Review overdue receivables
• Identify overdue accounts
• Initiate collection procedures
• Update credit limits if needed
• Generate customer statements

6. Financial Reports

Role: Finance Manager
Actions:

• Generate comprehensive monthly reports:
  • Sales by type and location
  • Inventory valuation
  • Rental revenue
  • Service revenue
  • Outstanding receivables
• Review with management
• Export for accounting system
• Archive monthly reports

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Document Information

Version: 0.16.0
Last Updated: June 10, 2026
Next Review: September 4, 2026
Document Owner: Gabnet Enterprise Operations Team
Classification: Internal Use - Management Level

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