01 · The problem
Every location staffs the hardest seat alone
Some transactions can't close without a licensed specialist, and that step is where the client earns most of its money. Each client location hired its own specialist. The role turns over often, so locations were always hiring, training and waiting for someone new to get up to speed.
While a seat is empty or a new hire is still learning, customers wait, and some of them leave without buying.
Three locations, with and without a specialist on call
Each location has its own specialist, and no customer can buy without one. Step through a stretch of the year on their own, then with the service on call.
02 · The approach
Send the specialist to the customer
We built a service that puts a licensed specialist on call. Locations keep their own staff and request one from a shared pool whenever they need it: an empty seat, a new hire still training, a busy season. A specialist joins remotely. Clients pay a subscription plus a fee for each use.
Pool specialists sell at or above the location's own numbers, so a location never risks a weaker sale by asking for help. We designed a coordination model that routes the right specialist to each transaction as it happens. It matches on load, and every sign-off can be traced to who did it and what they did.
Two things made it hard. It's regulated, so every hand-off has to keep the compliance trail. And it's the client's main source of income, so the service can't slip. The coordination model is new enough that it's patent pending.
The rest is password protected
The full study covers the research, process, and service design across each role, and how compliance shaped the product.
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