Business Discovery Questionnaire
Phase 1: Your Business & Vision
List all services you currently offer.
(e.g., Luxury car rentals, chauffeur services, close protection security)
Are you planning to add or remove any services in the near future?
Describe your main customer groups and if you use different processes for them.
(e.g., Corporate, VIPs, tourists)
List your current team members and their roles.
(e.g., Lebo - Operations, Ozzy - Sales, GM, drivers)
Who is primarily responsible for the following tasks?
Handling initial inquiries & quotes?
Confirming bookings & managing client details?
Managing vehicle fleet & availability?
Managing driver/security personnel rosters?
Handling financials (invoicing, payments)?
Addressing client issues or changes?
How do your team members currently communicate and coordinate tasks?
Sector 1: Vehicle & Pricing Management
How do you track your vehicle fleet, and what details do you record for each car?
(e.g., spreadsheet, app? Details like VIN, mileage, insurance expiry, ownership)
How do you check if a vehicle is available in real-time and update its status?
(e.g., 'rented', 'in maintenance')
How do you manage vehicle maintenance, servicing, and cleaning schedules? Is this a manual check?
Please explain your pricing structure.
(e.g., How does your spreadsheet calculate prices for different cars, durations, and packages?)
How do you handle and document special rates?
(e.g., seasonal offers, long-term rentals, corporate discounts)
How are extra charges calculated, tracked, and communicated to clients?
(e.g., extra mileage, fuel, overtime)
Sector 2: Driver & Security Personnel
How do you manage your list of drivers and security staff, and what information do you keep for each person?
What is the process for staff to update their availability, and how do you track it?
Describe the step-by-step process for assigning staff to a booking. How do you handle conflicts?
How are job details communicated to the assigned staff member?
(e.g., client name, locations, special instructions)
Is there a process for tracking staff performance or collecting client feedback about them?
Explain the process for calculating and tracking payments for your staff.
(Including base rates, overtime, etc.)
Sector 3: The Client Booking Process
When a new client inquiry comes in, what are your immediate next steps and what info do you gather?
Describe your process for creating a price quote for a client.
(If possible, please share a sample quote.)
How are quotes delivered, what info do they contain, and what's the average turnaround time?
Once a client accepts a quote, what are the exact steps to formally confirm their booking?
Do you use rental agreements? If so, how are they generated, signed, and stored?
What steps do you take to verify a client's identity, and how is this sensitive information stored securely?
Detail your 50% deposit process: how are bank details sent, and how do you track payments?
How is the final payment (or any outstanding balance) managed and collected?
Are security deposits required? If so, how do you handle their collection and return?
Describe the vehicle handover procedure for self-drive rentals. What checks are documented?
For chauffeured/security services, how do you coordinate with the client just before the service begins?
How do you document the vehicle's condition (mileage, fuel, damage) before and after a rental?
What is the process for a vehicle's return and check-in? How are discrepancies (e.g., fuel, damages) handled?
How are unexpected issues during a rental handled within your team?
(e.g., breakdowns, itinerary changes)
Sector 4: Operations & Logistics
How is the physical movement of vehicles managed?
(e.g., delivery to clients, collection, transport for maintenance)
How do your Johannesburg and Cape Town teams coordinate on fleet, staff, and bookings?
If using third-party vehicles, what is the process for checking availability, booking, and payment?
How do you track actual service duration for drivers, and how is overtime calculated and billed?
Sector 5: Client Communication
How do you communicate with clients after booking? Would you like to continue using WhatsApp for this?
(e.g., reminders, arrival updates, feedback requests)
How are client complaints or negative feedback currently received, tracked, and resolved?
Is there any system for tracking client history or preferences to personalize their experience?
Sector 6: Financial & Admin
How are final invoices generated and sent, especially if there are extra charges?
How are business expenses currently tracked and recorded?
(e.g., fuel, insurance, salaries)
What kind of reports, if any, are currently generated, and how long does it take?
(e.g., monthly revenue, popular vehicles)
What key business information is currently difficult to access but would help you make better strategic decisions?
Sector 7: Current Technology & Data
Where is your most important business data stored, and how is it currently secured and backed up?
(e.g., client contacts, IDs, booking records)
Phase 3: Future Goals & Priorities
What are the top 2-3 operational issues that, if improved, would have the biggest positive impact?
(This helps us prioritize what to automate first.)
What business decisions are currently hard to make due to a lack of clear, organized data?
(e.g., pricing strategies, fleet expansion)
Submit Discovery Data