Odoo SOP and Analytics Consultation

Odoo Functional Consultant (CRM + Reporting + Helpdesk)
Must-Have Skill Set (Short checklist)

Strong Odoo: CRM, Sales pipeline, Lead management, Helpdesk/Tickets, Portal

Odoo Studio (fields, automations, views) + security/roles

Reporting: Odoo Dashboards / Pivot / Spreadsheet / custom KPIs

Cohort + retention logic (either inside Odoo or via BI integration)

Data model design: segments/personas/partners/source taxonomy

Integration awareness (WhatsApp/email/forms/ads sources) even if via manual import first

Need an Odoo expert to implement full business lifecycle SOP inside Odoo: lead capture (inbound/outbound/retargeting), qualification with reason codes, activation rules retention/churn and cohort reporting (Month 1–12), usage reporting, and CX helpdesk ticketing with SLA + detailed ticket types. Deliver executive dashboards with drill-down by source/channel/partner/persona/segment and monthly/quarterly reporting. Must be able to configure pipelines, automations, fields, dashboards, and reporting.

1) Core Deliverables (What the freelancer must build)
A) Lead Management (Inbound / Outbound / Retargeting)

Capture leads from multiple sources (website, paid ads, WhatsApp, email, portal sign-ups, partners, events, lists).

Standardize lead source taxonomy: Source Type (Inbound/Outbound/Retargeting) + Channel + Partner + Segment/Persona.

Track Lead → Qualified Lead conversion and performance by source/channel/partner/segment.

B) Qualification + Activation Workflow

Define pipeline stages and automation for:
Lead → Qualified Lead (QL) → Account Created → Wallet Charged (≥100 SAR) → Activated → Retained → Churned

Add Not Qualified reason codes (standard dropdown list) and activation drop-off reasons.

Track time metrics:

Lead created → qualified

Account created → first wallet charge

Activation within first 30 days

C) Wallet Revenue + Retention Analytics

Enforce/track business rule: Activation requires wallet charge ≥100 SAR.

Build retention logic:

Retained = active consecutive months

Churned = previously active, inactive current month

Exclude newly activated from churn calc

Deliver cohort retention curve Month 1–12 based on first-wallet-charge cohort.

Metrics: monthly recharge users, 3/6/12-month sustaining users, avg wallet value, quarterly totals.

D) Shipping / Labels Usage Reporting

Track and report:

Total labels per month

Avg labels per merchant

Label growth after first wallet charge

Labels by segment/persona and by cohort

Merchant grouping rules (A–E: Micro/Enterprise/Corporate/Marketplaces/Gov).

E) Persona & Segment Performance

Dashboards showing leads/QLs/activated/wallet/retention/churn by persona + segment.

F) CX Ticketing Setup + Reporting

Implement ticketing flow (statuses, SLA tracking, reopen logic).

Configure detailed ticket types + sub-types (shipment issues, COD, returns, courier complaints, pricing, etc.).

Reporting:

Tickets per account / per active merchant

Ticket mix by type/sub-type

SLA compliance, reopen rate

Relationship of tickets vs wallet recharge and vs label usage

G) Executive Dashboards + Drill-Down

Tech-ready dashboard pack including:

Funnel conversion at every stage

Partner ecosystem contribution

Wallet revenue + cohorts

Shipping growth

CX impact on revenue/retention

Full drill-down to merchant/account level

Monthly + quarterly comparisons