Technical Sales Support Department System

Every support need from sales — a technical proposal, a sample, or a customer pilot — enters as a card in the “Request” column, written precisely by the rep: what the customer wants, the opportunity context, and the deadline. The pre-sales engineer builds the solution in “Preparation”: the technical proposal, the sample, or the pilot plan, then presents it to the customer in “Demo/Pilot,” documenting their impressions, questions, and objections on the card. After final handoff in “Delivery,” the opportunity's “Outcome” is recorded: won or not, and exactly why; and experience accumulates in “Learnings,” where lessons are documented — which pitch convinced, which objection recurred and how it was answered — so future requests benefit.

Chat is the lifeline between rep and engineer: the customer asks a technical detail mid-meeting and the answer arrives before the session ends, or a presentation slot changes and an alternative is arranged at once. But requirements and delivered versions are documented on the card — delivery never depends on someone's memory.

Responsibility flows along a single track: the rep writes the request, receives the outcome, and updates their card with the opportunity's fate; the engineer owns the card from preparation to delivery; and the team supervisor balances loads among engineers by specialty, turning “Learnings” lessons into ready proposal templates and answer guides that shorten the next preparation cycle.