Document Control	Institutional Specification
Document Title	Backoffice Operations & CRM Management SOP
Document ID	HWB-QMS-7.5-BO-CRM
Version	4.0.0
Status	APPROVED
Author	George (Systems Architect, mbB, Lead ISO Auditor)
Approved By	Humberto Dominguez, CEO
Effective Date	10/01/2026
ISO Standards	ISO 9001:2015 Clause 7.5 & Clause 8.1 / ISO 27001 ISMS

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Standard Operating Procedure: Backoffice Operations & CRM Management

1.0 Purpose

This procedure defines the operational standards for navigating, managing, and maintaining the central SigmaFidelity™ Operations Hub (/admin/operations), our unified PostgreSQL relational database, and client account lifecycle. It ensures real-time operational visibility, flawless field dispatching, strict data confidentiality, and complete alignment between executive leadership and field cleaning crews.

2.0 Scope

Applies to all administrative operators, dispatch supervisors, executive managers, and partner account liaisons managing commercial accounts, leads, work orders, and personnel rosters for HWB Cleaning Services LLC.

3.0 System Architecture & Database Foundation

The system operates on an immutable, enterprise-grade architecture:

• Database Engine: PostgreSQL 13+ (Local container: hwb_postgres_dev; Production: Azure Database for PostgreSQL Flexible Server). All legacy SQLite files are officially retired.
• Core Relational Tables:
  • "Customers": Commercial client facilities, square footage, assigned technicians, and contract values.
  • "Leads": Statewide commercial Texas prospects, GIS coordinates, building square footage, and contact details.
  • "Employees": Active W-2 technicians, payroll rates, facility assignments, and AES-256 encrypted PII vault columns.
  • "JobApplicants": Candidate pool (ATS) records, interview statuses, and application tracks.
  • "WorkOrders": Scheduled service visits, crew notes, shift times, and security ingress access codes.
  • "ClientBreadcrumbs": Micro-interaction DOM telemetry tracking user clicks, rage clicks, and JavaScript errors for instant client troubleshooting.
  • "SecurityAuditLogs": Immutable WORM ledger recording all administrative actions, logins, and sensitive PII unmasking events.

4.0 The Operations Hub 8-Core Enterprise Architecture

The backoffice operations system is structured into 8 core enterprise modules:

1. Accounts Desk (?view=accounts): Tracks active client facilities (e.g., Collin College Frisco Campus, Bosanna LLC, NTTA). Manages building specifications, square footage, primary billing contacts, service frequencies, and keyholder maps.
2. Commercial Leads & Two-Phase Intake (?view=leads): Manages our commercial Texas lead pipeline. Supports Contact-First 10-Second intake tagging (Desktop vs. Mobile Express) and displays post-submission pricing calibration updates.
3. Bids & Procurement Hub (?view=bids): Manages Institutional Bids, Commercial GC Pipeline, General Contractors Registry, and Texas Government Programs. Certifies estimates against Yamamoto Moto's bidding engine.
4. Dispatch & Mobile Technician Hub (?view=monitor): Real-time operations board tracking nightly shifts, technician assignments, gate access codes, and mobile PWA workflow execution.
5. Workforce & ATS Pool (?view=workforce): Active W-2 technicians, ATS candidate pool, 1099 subcontractor partners, and automated payroll exports.
6. Safety & EHSQ (?view=safety): Daily Job Hazard Analysis (JHA) records, OSHA 300 logs, incident reports, and EPA-registered chemical Safety Data Sheets (SDS).
7. IT Operations & Server Telemetry Bay (?view=it): 9-Rack Command Hub monitoring server health, database connection latency, automated WORM audit trails, and Fix-All remediation pipelines.
8. Executive Center & Lexicon Governance (?view=executive): User management, 5-tier Telegram permissions, magic link issuance, and compliance reporting using plain commercial cleaning language.

5.0 Employee Master Dossier & PII Vault Security (SEC-001)

1. Zero Plaintext Storage: Social Security Numbers, ITINs, and direct deposit checking/savings accounts are encrypted at the database layer using AES-256 Fernet ciphers.
2. Default Masked Display: Opening the employee modal displays Social Security Numbers as ***-**-#### and bank accounts as ••••••••####.
3. Audited 30-Second Timed Reveal: Authorized administrators (Executive, Admin, Operations) may click "Reveal" to inspect decrypted identification. The gateway logs the accessor username and IP to SecurityAuditLogs, and the screen automatically locks and re-masks after 30 seconds.
4. Automated Security Lockout Protocol: Terminated personnel automatically have badge credentials revoked, linked ATS records marked terminated, and facility access permissions terminated.

6.0 Client Problem Troubleshooting & DOM Breadcrumbs

1. Forensic Telemetry Inspection: When a client or field technician reports unexpected website behavior or submission issues, support personnel can query GET /api/v1/telemetry/breadcrumbs?session_id=<id> to inspect the exact click stream, rapid rage clicks, and JavaScript exceptions leading up to the issue.
2. Privacy-Safe Troubleshooting: Breadcrumbs automatically redact form inputs, allowing operators to diagnose client friction without exposing passwords or confidential banking numbers.

7.0 Verification & Quality Control

• All lead conversions and employee onboardings must be verifiable in the SecurityAuditLogs feed.
• Subtab transitions in the Workforce view must synchronize with URL parameters without page reloads.
• Zero synthetic data: all records must correspond to physical commercial properties or verified human personnel.

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8.0 Revision History

Version	Date	Author	Change Description
4.0.0	10/01/2026	George (Systems Architect)	Expanded to 8-Core Enterprise Operations Hub. Documented Two-Phase Contact-First lead intake, Mobile Express source tagging, Section 6.0 Client Problem Troubleshooting with ClientBreadcrumbs telemetry, 9-Rack IT Telemetry Bay, and plain language lexicon compliance. Approved by Humberto Dominguez, CEO.
3.0.0	09/21/2026	George (Systems Architect)	TOTAL MODERNIZATION to PostgreSQL unified schema. Added Operations Hub 5-module architecture, Workforce ATS Candidate Pool, SEC-001 PII Vault protocol, and Automated Security Lockout Protocol. Approved by Humberto Dominguez, CEO.
2.0.0	05/21/2026	George	Modernized to post-May 1st, 2026 baseline. Standardized under Everyday Words.
1.0.0	03/05/2026	CRM Specialist	Initial Release.