Full case study • Pet services
Centre Pucci
I owned the full account journey—from sales and account acquisition through discovery, workflow mapping, onboarding, implementation, launch and enablement—then designed a bilingual ecosystem that makes complex service rules easier for customers and staff to navigate.
Live build
Public demonstration links are provided for portfolio review. The dashboard contains sample data and is not a live client operating environment.
01 / Project overview
Requests arrived through web chat, SMS, social messages and phone calls. Grooming selection depended on dog characteristics, service eligibility, staff skill, duration and capacity, while arriving customers needed a simple way to reach the right employee without notifying the entire team.
The solution connects AI-assisted qualification, predictive service routing, booking, check-in, staff visibility and CRM automation without asking the customer to understand the operational complexity behind it.
Both channels capture consistent structured context, follow the same eligibility boundaries and transfer uncertainty to a person.
A mobile-first selector gathers required inputs and applies business rules before routing the customer to a valid booking path.
A bilingual QR and tablet experience places each arriving customer into the right operational queue.
02 / System architecture
Web, chat, SMS, social or voice captures the customer’s intent and required context.
Eligibility, service, staff, duration and capacity rules determine the safest valid path.
Structured data, tags, pipeline stages and booking actions keep execution traceable.
Check-in routing, staff notifications and dashboard status support daily follow-through.
03 / Implementation detail
The selector is predictive in an operational sense: it uses customer inputs and configured rules to narrow a complex service catalogue into a safe booking route. It does not guess when required information is missing.
The same decision-ready context is captured across booking, Conversation AI and Voice AI.
Rules are applied before availability so invalid combinations are never presented as viable appointments.
Quick nail clips initially blocked full grooming appointments when assigned to the same calendars.
GoHighLevel turns intake and check-in data into operational actions rather than passive contact information.
04 / Account ownership
My responsibility extended across the full customer lifecycle: acquiring the account, uncovering the problem, mapping the solution, onboarding the client, implementing the system and making it easy to use.
Won the relationship, led discovery and translated business goals, customer pain points and frontline constraints into a clear implementation scope.
Documented customer journeys, service rules, staff roles and exception paths; gathered inputs and aligned the client on the future experience.
Configured, built, tested and launched the solution, then simplified handoffs and supported users to encourage sustained adoption.
Launch validation
Adoption & customer value
Bilingual guided flows make the system easier for customers and staff to understand and use.
Accurate booking routes, targeted alerts and one CRM record support faster, more consistent follow-through.
Onboarding, enablement and practical workflow design encourage continued usage and reinforce value.
Systems & tools
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