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DEVIARE

Complete Process Map
Customer → Cash → Impact | Your Guide to Getting It Done
💡 Click on tabs below to switch between roles | Click on any step to expand details & consequences
📊 THE 8-STEP JOURNEY + EXIT
🚀 PRE-INCUBATION
SALES
CSM
RECRUITMENT
FINANCE

The Customer-to-Cash Journey + Youth Exit Pathway

1
SALES
Win the deal
2
PROJECT KICKOFF
Plan delivery
3
RECRUITMENT
Find learners
4
ONBOARDING
Setup systems
5
TRAINING
Deliver learning
6
ASSESSMENT
Test & certify
7
REPORTING
Show impact
8
BILLING
Get paid
EXIT
PRE-INCUBATION
Youth → Entrepreneurs

The 3 Golden Rules

1

CLEAN HANDOFFS WIN

Update systems immediately after every step. HubSpot, Jira, Platforms - keep them live. No handoff should take more than 24 hours.

2

TOOLS ARE YOUR FRIENDS

HubSpot, Jira, Enterprise Platform, Talent LMS, BI Tool - use them religiously. No shortcuts. No Excel workarounds. Follow the system.

3

SPEED MATTERS

24-hour response time on critical handoffs. Same-day updates in systems. Weekly check-ins are non-negotiable. Move fast, break nothing.

PRE-INCUBATION LEAD: CONRAD

Youth Entrepreneurship Pre-Incubation

From Learner → Entrepreneur | Idea → MVP → Market

YOUR 7 STEPS TO ENTREPRENEURSHIP

1
Identify Potential Entrepreneurs
Spot the builders in your cohort

What You Do:

  • Work with CSMs to identify youth showing entrepreneurial traits during training
  • Look for: initiative, problem-solving mindset, community awareness, leadership
  • Review attendance records (80%+), participation levels, project quality
  • Invite high-potential learners to Pre-Incubation orientation sessions
  • Explain: "This program helps you build your own business, not just find a job"

Key Actions:

Create Pre-Incubation tracker in your platform. Schedule 1-on-1 conversations with identified youth. Assess readiness: motivation, support system, basic business interest. Target: 15-20% of each cohort.

⚠️ Consequences if Not Done:

Lost entrepreneurial talent = youth become job seekers only. Missed opportunity to create job creators. No structured exit path = youth drift after program completion.

2
Community Problem Discovery
Identify opportunities in their communities

What You Do:

  • Run workshop: "What problems do you see in your community that need solving?"
  • Teach basic problem identification: transportation gaps, food access, digital services, etc.
  • Guide youth to validate problems: interview neighbors, local businesses, community leaders
  • Document findings: problem statement, who it affects, how often, current solutions
  • Help narrow focus: "Which problem do YOU care most about solving?"

Key Actions:

Use Design Thinking frameworks. Provide interview templates. Create problem validation checklist. Schedule weekly check-ins to review findings. Push for specificity: not "unemployment" but "no access to online job postings in township".

⚠️ Consequences if Not Done:

Solutions seeking problems = failed businesses. Youth build what they think is cool vs. what community needs. No validation = wasted effort and resources.

3
Idea Development & Business Model
Turn problem into business solution

What You Do:

  • Workshop: Brainstorm 5+ solution ideas per identified problem
  • Teach Business Model Canvas: customer segments, value proposition, revenue streams
  • Guide feasibility assessment: Can they build this? Afford to start? Reach customers?
  • Help select ONE idea to pursue: passion + feasibility + market potential
  • Develop 1-page business pitch: problem, solution, customer, revenue, why them

Key Actions:

Use Lean Canvas templates. Run peer feedback sessions. Connect to mentors from similar industries. Schedule pitch practice. Criteria for moving forward: clear customer, validated need, testable MVP concept.

⚠️ Consequences if Not Done:

Vague ideas = no execution path. Unfeasible concepts = demotivation and failure. No business model = can't sustain beyond initial funding.

4
MVP Development
Build the minimum viable product

What You Do:

  • Define MVP scope: "What's the simplest version that solves the core problem?"
  • Match youth to technical resources: web dev, app dev, design, marketing support
  • Set 6-8 week MVP build timeline with weekly milestones
  • Facilitate access to tools: free/low-cost software, Deviare platform resources
  • Weekly progress reviews: blockers, resource needs, timeline adjustments

Key Actions:

Create MVP project tracker. Connect youth to Deviare's tech talent pool for support. Provide workspace access (physical or virtual). Budget for basic MVP costs (domains, hosting, materials). Keep scope tight - no feature creep.

⚠️ Consequences if Not Done:

Ideas stay on paper = no learning or validation. Over-building = wasted time and money. No MVP = nothing to show investors or customers.

5
Market Testing & Validation
Test with real customers

What You Do:

  • Define success metrics: 10 paying customers? 50 users? R5K revenue?
  • Guide launch strategy: where to find first customers, how to reach them
  • Set 4-week testing period with clear targets
  • Track: customer acquisition, usage/engagement, feedback, revenue (if applicable)
  • Weekly reviews: what's working, what's not, iterate or pivot?

Key Actions:

Create testing dashboard. Help set up basic analytics. Teach customer interview techniques. Document learnings systematically. Decision point: continue, pivot, or stop?

⚠️ Consequences if Not Done:

No market validation = building in the dark. Assumptions untested = wasted resources. No data for investors = can't raise funding.

6
Investor Readiness & Pitch Prep
Prepare for funding conversations

What You Do:

  • Help compile investor deck: problem, solution, traction, team, ask
  • Document financial projections: costs, revenue model, 12-month forecast
  • Prepare pitch: 5-min version, 10-min version, Q&A responses
  • Run pitch practice sessions with feedback from Deviare leadership
  • Register business: company formation, bank account, basic compliance

Key Actions:

Use standard pitch deck templates. Connect to business registration support. Practice sessions: 3+ rounds with different audiences. Record pitches for self-review. Refine based on feedback.

⚠️ Consequences if Not Done:

Unprepared founders = investor rejection. Poor pitch = no funding. Unregistered business = can't receive investment or sign contracts.

7
Connections & Market Access
Link to investors, partners, customers

What You Do:

  • Match ventures to relevant investors: SEFA, Raizcorp, angel networks, impact funds
  • Facilitate warm introductions to Deviare's enterprise clients for pilot opportunities
  • Connect to industry mentors and advisors from relevant sectors
  • Link to incubators/accelerators: Tshimologong, Jozi Hub, SEDA programs
  • Support first 90 days post-launch: monthly check-ins, problem-solving, network expansion

Key Actions:

Maintain investor/partner database. Schedule intro meetings. Brief both parties before connections. Track outcomes: funding secured, partnerships formed, revenue achieved. Celebrate wins publicly.

⚠️ Consequences if Not Done:

Isolated founders = slow/no growth. No network = limited opportunities. No support = high failure rate. Wasted potential = youth return to unemployment.

SALES SPECIALIST

Your Sales Playbook

Generate leads → Close deals → Handover to ops

YOUR 6 STEPS

1
Generate Leads
3 LinkedIn posts/week • Use FMH GPT

What You Do:

  • Post 3x per week on LinkedIn about digital skills, youth development, and client success stories
  • Use Future Made Here GPT to generate engaging content ideas and draft posts
  • Engage with comments and DMs within 24 hours
  • Share relevant industry insights and thought leadership
  • Tag potential clients and partners strategically

Key Actions:

Schedule posts in advance using LinkedIn scheduler. Track engagement metrics (likes, comments, profile views). Convert warm leads to LinkedIn Sales Navigator connections.

⚠️ Consequences if Not Done:

Empty pipeline means no deals in 60-90 days. Zero visibility = competitors capture your market. Inconsistent posting = lost credibility and trust.

2
Research & Contact
Call plan in HubSpot • LinkedIn Sales Navigator

What You Do:

  • Research target companies: size, industry, recent news, digital transformation initiatives
  • Identify key decision-makers (HR Directors, L&D Heads, CEOs for SMEs)
  • Create personalized call plan in HubSpot with talking points
  • Log every interaction: calls, emails, LinkedIn messages
  • Use Sales Navigator to find warm introductions

Key Actions:

Create contact records in HubSpot BEFORE first outreach. Research company pain points. Prepare value proposition specific to their industry.

⚠️ Consequences if Not Done:

Generic outreach = instant rejection. Poor research = wasted calls and damaged reputation. No HubSpot tracking = lost follow-ups and duplicate outreach.

3
Qualify (BANT)
Budget • Authority • Need • Timelines

What You Do:

  • Budget: "What budget range are you working with for digital skills development this year?"
  • Authority: "Who else needs to be involved in this decision?" Identify procurement, finance, executives
  • Need: "What's driving this need now? What happens if you don't solve this?"
  • Timelines: "When do you need learners trained by? What's your ideal start date?"

Key Actions:

Score leads in HubSpot: Hot (all 4 BANT met), Warm (3/4 met), Cold (2 or fewer). Focus 80% of time on Hot leads. Disqualify poor fits early.

⚠️ Consequences if Not Done:

Wasted 60+ days on deals that never close. Proposals to wrong decision-makers. Budget surprises kill deals at final stage. Missed timelines = lost revenue.

4
Present Proposal
Pricing + Draft schedule in Word/PPT

What You Do:

  • Create custom proposal document with client's branding colors/logo
  • Include: Executive summary, learner numbers, training curriculum, timeline, pricing breakdown
  • Add success metrics and expected outcomes
  • Include Deviare case studies from similar industries
  • Schedule formal presentation meeting with all decision-makers

Key Actions:

Upload proposal to HubSpot. Set follow-up reminder for 3 days post-presentation. Prepare objection-handling responses. Get verbal commitment before sending final version.

⚠️ Consequences if Not Done:

Generic proposals = no differentiation from competitors. Missing decision-makers = delays and objections. Poor pricing clarity = endless back-and-forth. No follow-up = deal dies.

5
Close Deal
Sign PO/SLA • Send to Finance

What You Do:

  • Receive signed Purchase Order (PO) or Service Level Agreement (SLA) from client
  • Verify all terms: learner numbers, dates, deliverables, payment terms
  • Send signed agreement to Finance for client creation in Sage
  • Update deal status to "Closed Won" in HubSpot
  • Celebrate! But immediately prep for handover

Key Actions:

Check PO details match proposal exactly. Email Finance with subject "NEW CLIENT: [Company Name] - PO Attached". Archive all documents in HubSpot deal record.

⚠️ Consequences if Not Done:

Mismatched PO terms = project delivery issues and disputes. Finance delays = invoice delays = cash flow problems. No documentation = audit nightmares and legal risks.

6
Handover to CSM
Create project in Jira • Brief CSM team

What You Do:

  • Create new project in Jira with client name and project code
  • Add all key details: PO/SLA, client contacts, special requirements, timelines
  • Schedule 30-minute handover meeting with assigned CSM
  • Share client relationship context: personality, preferences, hot buttons
  • Introduce CSM to client via warm email

Key Actions:

Complete handover within 48 hours of deal close. Attend client kickoff meeting with CSM. Stay available for first 2 weeks for questions. Update HubSpot with CSM name.

⚠️ Consequences if Not Done:

CSM starts blind = poor client experience and complaints. Missing requirements = project delays and scope creep. Poor transition = client asks "Where's [sales rep]?" Damaged relationships = churn risk.

CUSTOMER SUCCESS MANAGER

Your Delivery Playbook

Kickoff → Train → Certify → Report → Invoice

YOUR 5 PHASES

1
Project Kickoff
Draft plan • Internal & client kickoff • Risk assessment

What You Do:

  • Review handover from Sales: PO/SLA, client contacts, special requirements
  • Draft detailed project plan with milestones, deliverables, and timelines
  • Conduct internal kickoff with Recruitment, Training, Finance teams
  • Schedule and lead client kickoff meeting (review expectations, timelines, communication protocols)
  • Complete risk assessment: identify potential blockers early

Key Actions:

Create project in Jira with all tasks. Set recurring check-in meetings (weekly client, biweekly internal). Assign RACI matrix for all deliverables. Document everything in shared Teams folder.

⚠️ Consequences if Not Done:

Scope creep from unclear expectations. Missed milestones from poor planning. Team confusion = duplicated work and missed handoffs. Client dissatisfaction from unmet expectations.

2
Onboarding
Create project • Allocate licenses • Test systems

What You Do:

  • Create project in Enterprise Platform with client name and learner slots
  • Allocate Microsoft/learning platform licenses for all contracted learners
  • Test all systems: platform access, communication channels, assessment tools
  • Set up learner cohorts and assign facilitators
  • Prepare welcome packs and onboarding materials

Key Actions:

Wait for Recruitment handover with contracted learner list. Upload learner data to platform. Send test credentials to 2-3 learners to verify access. Create WhatsApp/Teams groups.

⚠️ Consequences if Not Done:

Launch delays = lost training days and rushed delivery. License shortages = learners can't start. System failures on Day 1 = unprofessional and stressful. Poor first impression = client complaints.

3
Training Delivery
Track attendance • Monitor progress • BI Tool reports

What You Do:

  • Track daily/weekly attendance in platform and flag at-risk learners
  • Monitor progress using BI Tool: module completion, assessment scores, engagement
  • Support learners: respond to queries via WhatsApp/Teams within 2 hours
  • Weekly check-ins with facilitators to address issues
  • Generate and review weekly progress reports

Key Actions:

Set BI Tool alerts for <80% attendance or <70% module completion. Escalate at-risk learners to Recruitment for interventions. Send weekly updates to client. Document support tickets.

⚠️ Consequences if Not Done:

Silent dropouts = failed completion targets. Learner frustration = complaints to client. No intervention = preventable failures. Missed targets = invoice disputes and reputational damage.

4
Assessment & Certification
Collect results • Issue certificates • Feedback sessions

What You Do:

  • Collect all assessment results from Talent LMS and Microsoft certification platforms
  • Verify pass/fail status for each learner
  • Generate and issue Deviare certificates (PDF) to all qualifying learners
  • Schedule and conduct feedback sessions with learners and client
  • Capture testimonials and success stories

Key Actions:

Cross-check results against attendance records. Email certificates within 48 hours of completion. Use Microsoft Forms for feedback surveys. Archive all certificates in Teams.

⚠️ Consequences if Not Done:

Certificate delays = learner dissatisfaction and complaints. No feedback = missed improvement opportunities. Poor documentation = audit issues. Lost testimonials = no marketing ammunition.

5
Reporting & Closeout
Compile metrics • Present to client • Trigger invoice

What You Do:

  • Compile all metrics: enrollment, attendance, completion, certification, satisfaction scores
  • Prepare comprehensive closeout report (Word/PPT) with insights and recommendations
  • Schedule formal closeout presentation with client stakeholders
  • Get sign-off on deliverables from client
  • Email Finance with closeout report to trigger invoice

Key Actions:

Use project plan to verify all deliverables met. Include visual charts (attendance trends, completion rates). Send to client 3 days before meeting. Email Finance: "PROJECT CLOSEOUT: [Client] - Invoice Ready".

⚠️ Consequences if Not Done:

Incomplete deliverables = invoice disputes and payment delays. Poor reporting = client questions value. No sign-off = legal/contractual risks. Finance delays = cash flow problems.

RECRUITMENT SPECIALIST

Your Talent Playbook

Source → Screen → Contract → Handover

THE 10-STEP FUNNEL

1
Confirm recruitment criteria with CSM

Meet with CSM to understand: learner profile (age, education, location), technical requirements, special accommodations needed, and start date. Document everything in Recruitment Platform.

⚠️ Consequences if Not Done:

Wrong learner profiles = client complaints. Misaligned expectations = project delays and rework.

2
Create project in Recruitment Platform

Set up project with client name, target numbers, assessment criteria, and timeline. Create application forms with required fields.

⚠️ Consequences if Not Done:

No tracking = chaos. Lost applications = missed targets. Poor data = bad hiring decisions.

3
Design outreach campaign (Canva + HubSpot)

Create visual ads in Canva matching Deviare brand. Set up email campaigns in HubSpot. Write compelling copy highlighting opportunities and benefits.

⚠️ Consequences if Not Done:

Generic ads = low applications. Poor messaging = wrong candidates. Missed pipeline targets.

4
Publish ads on social media

Post on Facebook, LinkedIn, Instagram, Twitter. Target youth communities. Partner with local organizations. Track click-through and application conversion rates.

⚠️ Consequences if Not Done:

Zero visibility = no applications. Limited reach = failed recruitment goals. Competitors get the talent.

5
Manage applications & apply assessment matrix

Review all applications daily. Score against criteria (education, motivation, digital literacy, availability). Flag high-potential candidates. Reject poor fits early.

⚠️ Consequences if Not Done:

Application backlog = frustrated candidates. No scoring = random selection. Poor quality = high dropout rates.

6
Background checks & update shortlist

Verify ID documents, education certificates, references. Run criminal checks if required. Update shortlist with verified candidates only.

⚠️ Consequences if Not Done:

Fraudulent applications = project failures. No verification = compliance issues. Legal and reputational risks.

7
Conduct interviews (Teams/In-person)

Schedule structured interviews. Assess: motivation, communication skills, technical aptitude, commitment. Document scores. Provide feedback to candidates.

⚠️ Consequences if Not Done:

No interviews = poor selection. Bad hires = high dropout rates. Client complaints about learner quality.

8
Contract learners with signed agreements

Send learner agreements outlining expectations, attendance, code of conduct. Collect signed copies (digital/physical). Store in secure folder.

⚠️ Consequences if Not Done:

No contracts = no accountability. Disputes with learners. Legal exposure for Deviare and client.

9
Prepare learner handover to CSM

Compile: contracted learner list (names, contacts, IDs), signed agreements, assessment scores, special notes. Package in Teams folder.

⚠️ Consequences if Not Done:

CSM starts blind = onboarding delays. Missing docs = license allocation issues. Poor start experience.

10
Handover: Contracted list + intro to CSM

Schedule 30-min meeting with CSM. Walk through learner profiles. Flag any special cases. Introduce learners to CSM via group email/WhatsApp. Stay available for first week.

⚠️ Consequences if Not Done:

Broken telephone = confusion and errors. Learners don't know who to contact. Poor transition damages relationships.

COLLABORATION HUB

📢 Teams Channel: #recruitment

Purpose: Candidate pipeline updates, sourcing strategies, handover coordination with CSM

Must Do: Post weekly recruitment stats every Monday. Tag CSM when contracts ready. Share successful sourcing channels. Flag hard-to-fill positions immediately.

FINANCE TEAM

Your Finance Playbook

Stipends + Invoicing + Collections = Cash Flow
TRACK 1: STIPENDS (Monthly)
1
Download master file from LabourNet
All active project payrolls

Log into LabourNet platform. Export master payroll file for all active Deviare projects. Save with clear naming: "YYYY-MM_Stipends_Master.xlsx"

⚠️ Consequences if Not Done:

No file = no payments. Learners go unpaid = immediate complaints and churn.

2
CSM checks qualifying learners
Highlight non-qualifiers

Send file to CSMs. They verify: attendance >80%, no disciplinary issues, active status. CSM highlights non-qualifying learners in red.

⚠️ Consequences if Not Done:

Pay unqualified learners = wasted money and contract violations. Client audit failures.

3
CSM reviews & submits queries
Payslip analysis in Excel

CSM analyzes payslip details, checks for errors or discrepancies. Submits exception report via email with justifications for any adjustments.

⚠️ Consequences if Not Done:

Errors slip through = overpayments/underpayments. Financial losses and learner complaints.

4
Ops Exec approves/rejects
Exception report decisions

Operations Executive reviews exception report. Approves valid cases, rejects questionable ones. Documents decisions for audit trail.

⚠️ Consequences if Not Done:

No oversight = financial irregularities. Compliance risks and potential fraud.

5
Payroll Admin processes
Prepare payroll file

Payroll Admin incorporates approved changes. Formats file for FNB upload (specific CSV format with bank details, amounts, references).

⚠️ Consequences if Not Done:

Wrong format = bank rejection. Payment delays = angry learners and reputational damage.

6
Finance Analyst loads on FNB
Submit payment file

Finance Analyst uploads payment file to FNB Business Online. Verifies total amounts match budget. Flags for exec approval.

⚠️ Consequences if Not Done:

No upload = no payment processing. Missed payment cycles = crisis.

7
Finance Exec authorizes payment
Final approval on FNB

Finance Executive logs into FNB. Reviews payment batch for accuracy. Provides final authorization. Payments process within 24 hours.

⚠️ Consequences if Not Done:

No authorization = learners unpaid. Immediate project crisis and learner dropout.

TRACK 2: INVOICING (Per Milestone)
1
Create client in Sage
From Sales handover

Receive handover from Sales with PO/SLA. Create new client record in Sage with: company name, tax number, billing address, contact details, payment terms.

⚠️ Consequences if Not Done:

Can't invoice = no revenue. Delays cascade through entire project cycle.

2
Create Sales Order
PO/SOW/Signed proposal

In Sage, create Sales Order matching PO exactly: line items, quantities, amounts, dates. Attach PO/SOW as supporting documentation.

⚠️ Consequences if Not Done:

No order = can't track revenue. Mismatches = payment disputes and delays.

3
Raise invoice (trigger from CSM)
Per milestone/closeout report

When CSM emails closeout report, generate invoice in Sage within 24 hours. Match milestone from contract. Include project reference and deliverable details.

⚠️ Consequences if Not Done:

Invoice delays = cash flow problems. Late invoicing = late payments = business cash crisis.

4
Send invoice to client
Email or upload to ERP

Email PDF invoice to client's accounts payable contact. For large clients, upload to their ERP/supplier portal. Confirm receipt within 48 hours.

⚠️ Consequences if Not Done:

Invoice not received = payment delays. Wrong contact = invoice lost in system.

5
Track payment on bank
Monitor due dates

Monitor FNB business account daily. Match incoming payments to invoices. Mark invoices as paid in Sage. Update aging report weekly.

⚠️ Consequences if Not Done:

Missed payments go unnoticed. Poor cash flow forecasting. Financial planning impossible.

6
Follow up overdue (alert Sales)
Collections tracking

When invoice is 7 days overdue, send reminder email. At 14 days, escalate to Sales for client relationship intervention. At 30 days, escalate to executives.

⚠️ Consequences if Not Done:

Overdue invoices become bad debt. Cash flow crisis. Can't pay suppliers or staff.

7
Receive payment & allocate
Revenue recognition in Sage

When payment received, allocate to correct invoice in Sage. Reconcile bank statement. Update cash flow forecast. Notify CSM/Sales of successful payment.

⚠️ Consequences if Not Done:

Unallocated payments = accounting chaos. Inaccurate financials = poor business decisions.

COLLABORATION HUB

📢 Teams Channel: #finance-ops

Purpose: Stipend approvals, invoice tracking, payment collections, reconciliation alerts

Must Do: Post monthly stipend schedule by 1st of month. Tag CSM for invoice queries. Share payment receipts. Weekly aging report every Thursday 3pm.