The customer journey Enquiry from community Diagnostic tool

The customer journey Enquiry from community Diagnostic tool used – identifies customer’s needs (network , peer support; specialist advice and suitability for programme) (lot 1 advice service and network) Initial advice given through helpline; invitation to join network (lot 1 - Advice service and network) Grant paid (lot 3 -6 specialist support lot approves application, lot 2 grant admin carries out checks and pays) Application completed – for joining specialist support programme (lot 1 advice and network lot identifies eligibility; lots 3 -6 specialist support lot may advise enquirer to apply; application accessible through advice service website) Networking and peer support (lot 1 advice and network spec brokers, hosts, and delivers) Expert technical help and support, relationship manager etc. (lots 3 -6 specialist support lots provide) Case studies and evidence - captured for other network members to use (lots 3 -6 specialist support lots identifies potential and captures information; lot 1 advice service & network lot edits and stores) Additional advice given through helpline (lot 1 advice service and network) Success! This depiction of the customer journey through the support programmes is illustrative, rather than prescriptive or necessarily comprehensive. Customers may interact with the various lots in a different order and some steps may be repeated. For example, customers may access advice from the advice service at several points on the journey; and specialist support and networking/peer support may happen in several phases both before and after award of grant; and not every customer may be eligible for or successful in applying for a grant.