Re-keying
The same details, typed again
Website enquiry into Pipedrive, Pipedrive into the quote builder, quote into the portal, the agreed build into production. Every hop is a chance to get it wrong.
Proposal · 02/10/26 · Draft for review
One customer journey. From first enquiry to aftercare.
A customer portal and one office system for GHST KTCHN, built to work hand in hand with Fulcrum. Every enquiry, quote, contract, file, conversation and service issue in one place, moving on its own wherever it can.
| Client | Prepared by | Scope | Starts with |
|---|---|---|---|
| GHST KTCHN · Ryan and the team | Tom Varney · Strawberry Lace | Pipeline, quoting, portal, comms, aftercare, Fulcrum link, website | Two-week discovery |
01 · Where you are today
The information exists. It just doesn't all talk to each other.
Your words, from your deck. Here's what that looks like in practice.
GHST KTCHN sells something people plan for months: a trailer built around their business. The journey from first enquiry to handover is long, personal and full of detail. Today that detail is spread across five or six tools, and the team carries the joins in their heads.
It works because the people are good. It gets harder with every new build, every new member of the team, and every customer who comes back for a second truck.
Pipedrive today
Eleven stages, moved by hand.
Your board as it stood when you shared it. Every card on it was created, updated and moved by someone in the office.
New enquiry3
youTyped in from the website
Contact made3
youMoved after a reply
Discovery call2
£3,680
youMoved after the call
Initial quote8
£57,000
youMoved when a PDF goes out
Negotiation21
£1,317,453
youMoved by memory
Workshop visit1
youMoved after the visit
Hot and close7
£386,723
youMoved by feel
Verbal agreement3
£292,734
youMoved after a call
Contract signed1
£81,468
youMoved when paperwork returns
Deposit paid1
£46,000
youMoved when the bank shows it
Missed leads30
£50,790
youMoved when it goes quiet
Over £1.3m sits in Negotiation alone. The question is never whether the work is there. It's whether anyone can see, at a glance, which of those deals needs a nudge today.
Where the time goes
The waste your deck called out, and where it comes from.
Two logins
A portal and everything else
Customers log in to Assembly for files and forms, then message you by email, Teams and WhatsApp. The conversation never lives in one place.
Quotes
A document, not a living thing
When a customer changes their mind, the quote is re-done and re-sent. Nobody can see which version was agreed without digging.
Chasing
Remembering who owes what
Follow-ups, unsigned paperwork, deposits and milestone payments all rely on someone remembering to check.
Files
Artwork and CAD in different places
Liam's CAD, the customer's logos and the design sign-offs don't sit with the build they belong to.
Aftercare
No more “I'll just WhatsApp you”
Three lights not working becomes WhatsApp photos, a personal favour from Rich and a Teams meeting. No service record, no booking, no history.
And Fulcrum is arriving
You're setting up Fulcrum to run the floor: parts, stock, purchasing, scheduling and production. It's the right tool for that job, and it stays. What it isn't built to be is the customer's journey: the enquiry, the relationship, the quote they sign, the conversation and the aftercare. That's the gap this proposal fills, and the reason everything here is designed to talk to Fulcrum rather than replace any of it.
02 · Where you want to get to
One client. One profile. One place.
Also your words. Fluidity is the goal.
For the customer
- One login, every project, one place
- Progress updates and photos that feel live
- Direct conversation with the GHST KTCHN team
- The agreed quote always visible, and locked
- Clear deadlines for final changes before each stage
- Changes become formal variations, not side conversations
For GHST KTCHN
- One source of truth for every project
- Fewer handovers, fewer missed details, less waste
- Paperless by default, with every document kept
- Ryan and sales free to sell, not to administrate
- The office and the floor looking at the same live picture
03 · The journey
Enquiry to aftercare, moving on its own.
Every step below happens automatically unless it says otherwise. The human parts stay human.
The whole flow
What happens, in order
Tagged by who does it: the system, the team, or the customer.
01customer
Enquiry
A customer fills in the smart enquiry: what they want to build, the cuisine, budget, timing.
02automatic
Customer created
A new customer record, or the existing one if they've bought before. No typing.
03automatic
On the pipeline
A card appears in New enquiry with everything they told you attached.
04automatic
Instant reply
An email from GHST KTCHN, in your voice, with a link to book a discovery call.
05team
Ryan replies personally
The relationship is still yours. The card moves to Contacted on its own.
06customer
Discovery call booked
The customer picks a slot. The card moves, the call is in the calendar, the notes live on the record.
07team
Quote built from a template
Start from a build template priced from Fulcrum, adjust, and send. The card moves to Quote sent.
08customer
Customer reviews and signs
In their portal: the quote, the contract, a signature and the deposit. That version is locked.
09automatic
Into Fulcrum
The agreed build becomes a Fulcrum quote, then a sales order, ready for production to approve.
10automatic
The build
Design, artwork and CAD sign-off, then production stages fed back from Fulcrum to the customer's project page.
11team
Handover
Final checks, payment, handover documents and warranty start, all on the project.
12customer
Aftercare
Issues raised in the portal or by WhatsApp land on the project, tracked to done.
What stays human
Automation handles state: creating records, moving cards, sending the right email at the right time, chasing. People handle relationships: Ryan's replies, discovery calls, pricing decisions, design sign-off, and anything that needs judgement. Nothing goes to a customer that a person hasn't decided should go.
04 · The pipeline
A pipeline that moves itself.
Your Pipedrive board, tidied up and wired in, so a card moves because something happened, not because someone remembered.
Proposed stages
Seven stages, almost all automatic
Final stages agreed with Ryan in discovery. Your Pipedrive deals and their history come across, so nothing starts from zero.
New enquiry2
- Doughnut trailer
- Coffee van
autoThe website enquiry arrives
Contacted1
- Pizza kiosk
autoThe first reply is sent
Discovery call1
- Dessert trailer
autoThe customer books a slot
Quote sent1
- Fish and chip van
autoA quote is sent from the system
Agreed1
- Coffee trailer
autoSigned and deposit paid
In production1
- Retro SWB
autoFulcrum releases the order
Lost1
- Kiosk
youMarked lost, with a reason
Every card opens the whole story: the enquiry, notes, every quote version, every message, every file. Follow-up reminders surface on the card, so the board tells you which deals need attention today.
05 · Build templates
Quote a doughnut truck in minutes.
Your cuisine builds already exist in Fulcrum. We turn each one into a quote template.
A build template
Pre-bundled, priced from Fulcrum, easy to change
Every part and spec comes from Fulcrum, so prices, costs and stock are the floor's own numbers. The template adds what Fulcrum doesn't do: options, choices and the way you sell it.
Doughnut trucktemplate
Base unit: HY Retro LWBfrom Fulcrum
Fit-out: Doughnutfrom Fulcrum
Fryer [choose 1 of 2]choice
Proofer, glaze station, display
Extraction packfrom Fulcrum
Electrics: standard pack
Layout: standard / reverse / splitchoice
Add-ons: awning, lighting, POSoptional
- Fixed parts
- Always included. Straight from the Fulcrum build.
- Choices
- Pick one of a set, like the fryer or the layout. The price follows.
- Optional add-ons
- Off by default, one click to include.
From template to production
01
Pick a template
Doughnut truck. The quote fills itself in, priced from Fulcrum.
02
Make it theirs
Swap the fryer, add an awning, remove what they don't need. It re-prices as you go.
03
Send, sign, deposit
The customer reviews and signs in their portal. That version locks.
04
Into Fulcrum
Exactly the agreed parts arrive as a quote, then a sales order, then production.
05
Known for life
Aftercare knows exactly what went into that truck.
Any one-off build can be saved as a new template, so quoting gets faster the more you sell.
We've built this before
Our recipe engine prices menus for caterers and bars today: ingredients make recipes, recipes make other recipes, with “choose one of” options and costs that roll up live. A truck built from Fulcrum parts is the same idea at a bigger scale. That's why this is a sensible build and not an experiment.
06 · The project
Every truck is a project.
A customer can have as many as they buy. Each one carries its whole history.
Everything about a build lives on its project, for the team and, where it should, for the customer.
Overview
Stage and next step
Where the build is, what happens next, key dates, who's on it.
Quotes
Every version, kept
Version history with what changed and when. The agreed version is locked and always visible.
Documents
Contracts, signed online
Share contracts and documents, signed in the portal with a full audit trail. No printing, no scanning.
Artwork
Logos and designs
Customers upload logos, brand files and wrap artwork straight onto the build.
Design
CAD and sign-off
Liam shares drawings and renders. The customer reviews and signs off each one, on the record.
Conversation
Every message, in context
Portal messages, emails and later WhatsApp, split by office, design and build.
Customer
Details in one place
Contacts, addresses, company details and every past and current build.
Aftercare
Service and warranty
Issues, photos, warranty status, bookings and outcomes, for the life of the truck.
Changes
Formal variations
After signing, a change is a new version the customer approves, checked against the build stage.
One customer, many builds
A customer who comes back for a second trailer logs in once and sees everything: the first build, its service history, and the new one in progress. For you, the second sale starts with the whole story already on file.
07 · One conversation
Every message lands in the right place.
Email in and out, portal chat, and later WhatsApp, all on the customer's project.
Split by who it's for
Each project has its own channels, so the feed stays local. Design chat doesn't bury a payment question, and the floor's photos don't drown out the artwork.
Office
Sales, quotes and money
Ryan, Dani and the customer. Quotes, contracts, payments, dates.
Design
Artwork, CAD and sign-off
Liam, graphics and the customer. Every file and approval in one thread.
Build
Progress and handover
Production updates, photos and handover. Fed by Fulcrum's stages.
Email that comes home
Emails go out from GHST KTCHN, and replies come back into the system. Each customer has their own reply address behind the scenes, so a reply lands on the right project, in the right channel, without anyone forwarding anything. The team can still use email; the history just stops living in one person's inbox.
WhatsApp, later
A dedicated GHST KTCHN WhatsApp number, matched to the customer: photos and messages sent to it land on their project automatically. It's planned as a later phase so the core is solid first.
08 · Let the system chase
No one needs to remember who owes what.
Scheduled checks run in the background and nudge the right person, or the customer, at the right time.
| When | What happens | Who hears about it |
|---|---|---|
| An enquiry has had no reply for a day | A reminder on the card and in Ryan's list | The team |
| A quote has been sent but not opened | A friendly nudge with the link | The customer |
| A quote has been viewed but not agreed | A follow-up, and the card flags for a call | Both |
| A contract or document is unsigned | A reminder with the signing link | The customer |
| Artwork is missing before the design stage | A request listing exactly what's needed | The customer |
| A change deadline is coming up | A heads-up before the stage locks | The customer |
| A production milestone is reached | Payment due: invoice raised, or Dani notified to review and send | Accounts |
| A payment is overdue | A polite reminder, then a flag for a call | Both |
| An aftercare visit is booked | Confirmation now, reminder the day before | The customer |
For milestone payments you choose, per stage: Option A, the invoice is raised automatically; Option B, Dani gets a notification to review and send. Either way, nobody has to remember which project has reached which payment.
09 · Aftercare
No more “I'll just WhatsApp you”.
A real example from your deck, and how it runs instead.
Three lights not working
Today
01
Customer reports 3 lights not working
02
WhatsApps photos
03
Rich deals with it personally
04
Customer agrees to come in
05
Teams meeting added with Ryan
06
No service record, no booking, no history
Streamlined
01
Issue raised
In the portal, or by WhatsApp later. Photos attached.
02
On the project
Warranty status checked against the handover date.
03
Agreed action
Booked date and an assigned person.
04
Booked, in progress, complete
Each step confirmed to the customer automatically.
05
On the record
Notes and photos stay with the truck for life.
Your warranty provider stays as it is. The record of what was reported, agreed and done lives here.
10 · One source of truth
Same live data. Different views.
No more “where are we up to with that one?”
Screens on the walls, showing what each room needs, from the same live data.
Office TVs
Pipeline, production, payments
New enquiries, quotes out, deals closing, money due, builds on track.
Factory TVs
What's in production and what's next
Each build's stage, next action and timeline, fed from Fulcrum.
Your dashboard
The same, on any screen
The numbers you actually run the business on, agreed in discovery.
11 · Working with Fulcrum
Fulcrum runs the floor. This runs everything either side of it.
They talk to each other, so nothing is typed twice.
| Area | This system does | Fulcrum does |
|---|---|---|
| Enquiries and pipeline | Captures every enquiry and runs the pipeline | Nothing. Leads never clutter Fulcrum |
| Customers and projects | Keeps every customer and every build, past and present | Gets the customer when they sign |
| Quotes and build templates | Builds, versions and sends quotes from your templates | Supplies the parts, costs and stock behind them |
| Contracts and signing | Sends contracts and collects signatures online | |
| The customer portal | Files, artwork, messages and progress for the customer | Feeds in build progress as each stage completes |
| Production | Shows the customer where their build is up to | Plans, schedules, orders parts and builds it |
| Invoices | Shows what's been invoiced and paid in the portal | Raises the invoices and sends them to Xero |
| Aftercare and warranty | Logs issues, bookings and the service history | Records exactly what went into each truck |
Each piece of information is kept in one place and shown in the other, so nothing is typed twice and the two never disagree. We've checked Fulcrum's API in detail: reading parts, building an order and following its progress are all supported. Settling the details with Fulcrum, and testing against a trial account, is part of discovery.
Changes after signing
Version control from start to finish. Every change after signing is a formal variation.
01
Change requested
The customer asks, or the team proposes.
02
New version
The quote shows exactly what changes and what it costs.
03
Customer approves
Signed in the portal. The history keeps every version.
04
Stage check
Not started yet: Fulcrum updates automatically. Already built: production reviews first.
05
As-built record
Anything changed on the floor shows on the project, so the record stays true.
12 · The website
The front door to all of it.
Two ways to start. It can come first, or follow later.
Option B
The build story, with the shop alongside
We talked about separating the build from the shop. The main site tells the GHST KTCHN story and leads to one place: the enquiry. The shop keeps running on Shopify, in your design.
ghstktchn.comthe build story
What we build, how we build itthe story
Portfolio: builds, cuisines, customers
Enquireinto the pipeline
Sign inthe customer portal
shop.ghstktchn.comShopify, in your design
Equipment and kits, Shopify checkout
Option A
Keep the site, add the doors
A smart enquiry page and the customer sign-in, linked from your existing website. The quickest start; the system works the same behind it.
Option B
A new site, built for the funnel
A redesigned ghstktchn.com telling the build story, with the portfolio and an enquiry gate, and the shop moved to shop.ghstktchn.com using Shopify's storefront API with Shopify checkout. Stock, payments and shipping stay with Shopify.
13 · Phases
The core first. Then the floor. Then the extras.
A project like this can grow forever. The plan keeps it pointed at what matters most.
How it rolls out
Months 1 to 4 are the commitment. Later phases are a plan we firm up together. Dates are set in discovery.
2 weeks
Discovery
- Workshops with the team
- Option and pricing map from Fulcrum
- Journey map, records, systems list
- The full plan with dates
Months 1 to 3
The core
- Customers, projects, pipeline
- Enquiries, instant replies, follow-ups
- Build templates and versioned quotes
- Contracts signed online, files, design sign-off
- Customer portal and email in and out
- Pipedrive and Assembly moved across
Month 4
Connect the floor
- Agreed builds into Fulcrum
- Progress back to the customer
- Chasing and payment milestones
- Aftercare tickets
- Office and factory screens
Later
The extras
- WhatsApp into the portal
- 3D configurator feeding quotes
- AI drafting notes and updates for approval
- Website rebuild (optional)
The website runs alongside in either option, first or later, at your choice.
14 · How I work
A retained partner, not a project supplier.
Things go live in small pieces from the first month.
Capacity
A fixed slot every week
Dedicated working time every week, including check-ins and meetings. Teams is fine.
Roadmap
Re-planned monthly, together
The current month is a commitment, later months are a plan that gets sharper as we go.
Outcomes
Not hours
No timesheets. Each month ends with a named list of what's live.
Tools
Built with AI, by 15 years of experience
AI tools, in the hands of someone with 15 years of coding, design and operations behind them. And it's not just code: we design, photograph and film, and help with every part of your operations. All of it is included in the retainer.
Finish
Plainer first, polished second
First versions are simpler than the mockups. They get their finish once the team has used them.
Experience
Built for businesses like yours
Bespoke systems that sit alongside the software you already run, for caterers, bars and venues, connected to Square, Stripe, recipe databases and now Fulcrum.
Already built, ready to shape
Much of this exists in the platform today and has run for real clients. That's what makes the price and the pace possible.
Nested pricing
Things made of things, with choices, and costs that roll up live. Today it prices menus; next it prices trucks.
Customer accounts
Sign-up, sign-in, company groups and multiple addresses, built for repeat customers.
E-signing
Documents signed online with a hashed copy, timestamps and an audit trail.
Two-way integrations
Live links to Square tills and recipe databases, keeping one source of truth across systems.
Branded email
Emails sent from the client's own address, with every enquiry tracked.
Websites and shops
Fast, branded sites with smart enquiry and order flows. See our work.
15 · Discovery
Two weeks, fixed price, yours to keep.
Your deck is a strong brief; discovery turns it into a plan.
What happens
- A half-day with Ryan on sales and quoting
- An hour each with Liam, Chloe, Dani and Rich
- A look inside Pipedrive, Assembly, Fulcrum and the CAD export
- A session with whoever is setting up Fulcrum, while it's still being set up
What you get
- The option and pricing map for your core ranges: units, layouts, fit-outs and add-ons, the Fulcrum parts behind them, the rules between them. The rest follows the same method in month 1
- The journey map: enquiry to aftercare, stage by stage, what's automatic and what stays human
- The customer and project record: what lives where
- One build template worked through end to end, priced from Fulcrum if API access is ready (otherwise from your price list, connected in month 1)
- The plan: phases, a timeline and a target date for the first phase
The answer: a page like this one
Discovery ends with a fully interactive page, built the same way as this proposal, that the whole team can click through and come back to. It holds:
- A deep dive into each workflow, enquiry to aftercare, step by step, with what's automatic and what stays with a person
- The integrations: exactly how it talks to Fulcrum, and to any other software whose API it needs
- The customer journey, from first enquiry to handover and aftercare, as the customer sees it
- A detailed plan of what we build first, and why, with dates
How your trailers are modelled in Fulcrum decides how quoting works. The cheapest time to get that right is now, while it's being set up. That's the best reason to start discovery soon.
16 · Rates
Clear numbers, no surprises.
Fixed where it can be, monthly where it should be.
Discovery
Two weeks
Fixed price, invoiced up front. You keep everything it produces, whatever you decide next.
£1,400fixed
The build
Monthly retainer
Paid monthly in advance, four-month minimum, then rolling with a month's notice. Includes hosting and support while it runs. No set-up or per-user fees.
£3,000per month
The website
Option A or B
Option A is included in the build. Option B, the new site and headless shop, is scoped once we know the spec: at least a month on top of the build.
1 month+option B
After the build
The system
Your system, hosted, maintained and improved, paid monthly in advance. List price £599 a month; £399 for the first 12 months.
£399per month
Optional
Ongoing support
Paid monthly in advance: a monthly check-in, small changes, and the first call when something's wrong.
£600per month
Paid direct
Your own accounts
Fulcrum, Xero, Shopify if kept for the shop, the WhatsApp number and messages, and domains stay in your name.
Ownership
You own your website, your options and prices, your templates, your workflows and all of your data, exportable in open formats at any time. I own the platform underneath, which is why it costs what it does, and every improvement to it reaches you free while you're on it.
Next step
A yes to discovery.
Two weeks later you'll have the plan, a timeline and a target date for the first phase, and we decide together from there. Tom Varney · Strawberry Lace
