Challenge
Local discovery work is usually handled as a set of disconnected tasks, so teams struggle to know what was changed, requested, reviewed, or improved.
Workflow example
A local business has inconsistent opening hours, incomplete profile information and review requests handled from personal phones. The team needs a repeatable way to maintain the profile and follow up customer visits.
How the work moves
Review the business information
Check the public profile, category, location, opening hours and customer contact path. Prioritize corrections that help a customer identify the business and reach it.
Connect customer follow-up
Use the business’s customer context and permitted channels to send the relevant follow-up or review request. Keep the conversation available when the customer replies.
Make maintenance owned work
Profile changes, review responses and content updates have an owner and next action. The team works from the same business information instead of maintaining conflicting versions.
Measure the customer action
Review discovery and engagement alongside enquiries and follow-up. A better profile matters when people can find the business and complete the next step.
What the team gains
What to measure in your operation
- Profile completeness and correction completion.
- Customer enquiries from the connected contact paths.
- Review-request replies and owned follow-up completion.