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Business Workflow Overview

Document Purpose: This document outlines the end-to-end standard operational flow of a Cazo-powered salon. It maps the customer journey against specific system touchpoints and highlights the time savings achieved at each stage.

Executive Summary

Cazo transforms the salon workflow from a "high-touch, manual" process to a "zero-touch, automated" experience. We focus on removing administrative friction so staff can focus on the client.

1. Customer Journey Map

The Cazo journey begins long before the client enters the salon and continues long after they leave.

graph LR
    A[Discovery] -->|Instagram/WhatsApp| B(Booking Bot)
    B -->|Auto-Confirm| C{Service Day}
    C -->|Check-In| D[Salon Visit]
    D -->|Upsell| E[Service]
    E -->|Auto-Pay| F[Checkout]
    F -->|Feedback| G[Retention Loop]
    G -->|Empty Chair Rescue| A

2. Workflow by User Role

2.1 Stylist Workflow

Goal: Maximize time with scissors in hand, minimize time at the computer.

┌─────────────────────────────────────────────────────────────────────────────┐
│ STYLIST SERVICE FLOW                                                        │
├─────────────────────────────────────────────────────────────────────────────┤
│                                                                             │
│ 1. PRE-VISIT (5 min before)                                                 │
│ ├── Receive "Client Arrival" push notification [NOTIF-001]                  │
│ ├── Review "Client Profile" on Mobile (History, Color Formulas) [UI-003]    │
│ └── Check "AI Upsell Suggestions" (e.g., "Suggest Repair Mask") [AI-002]    │
│                                                                             │
│ 2. DURING SERVICE (45-60 min)                                               │
│ ├── Consultation: Update hair notes via Voice-to-Text [CAP-001]             │
│ ├── Service: Focus on craft (No phone calls, no interruptions)              │
│ └── Add-ons: One-tap add "Olaplex Treatment" to bill [POS-012]              │
│                                                                             │
│ 3. POST-SERVICE (1 min)                                                     │
│ ├── "Walk-out Checkout": Client pays via stored card [PAY-005]              │
│ └── Auto-Commission: Tip and Commission calculated instantly [FIN-003]      │
│                                                                             │
└─────────────────────────────────────────────────────────────────────────────┘

Time Saved: 15 minutes per day per stylist (eliminated schedule checking and commission calculation).

2.2 Front Desk / Receptionist Workflow

Goal: Manage exceptions, not routine bookings.

  1. Morning Huddle: Review "Today's Dashboard" highlighting VIPs and gaps.
  2. Exception Handling: AI Bot handles 90% of bookings; Receptionist only handles complex queries (e.g., "Bridal Party of 10").
  3. Inventory Alert: Receive "Low Stock" alert for Shampoo; approve one-click reorder.

3. Cazo Touchpoints & Value

Stage Manual Process Cazo Automated Process Time Savings
Booking Phone call (5-10 mins) + Manual Calendar Entry. WhatsApp Bot (Asynchronous) + Real-time Sync. 5 mins / booking
Reminders Manual SMS or Call to confirm. Automated WhatsApp Reminder (24h/1h before). 1 hour / day
Checkout Manual Invoice creation + Card Terminal. Payment Link sent to phone + Auto-Invoice. 3 mins / client
Re-booking "Call us in 6 weeks." AI Nudge: "Hi Jane, it's been 6 weeks. Book Root Touch-up?" Zero friction