Nkwali Compliance Consultants
Internal Training • Systems • Service Delivery • Audit Readiness
Nkwali Internal Systems Excellence Programme
Your operational “how we work” programme for mastering Nkwali’s systems and standards — starting with Zoho CRM (Cases, Notes, Surveys), and expanding to tools like Xero, NetCash, and other internal platforms over time.
Systems Discipline Zoho-first
You will learn to work inside the system (not around it) so every action is traceable, measurable, and easy to audit.
Client Service Excellence Clear outcomes
You will learn how to log requests properly, set priorities correctly, and communicate progress consistently without confusion.
Performance & SLA Readiness Tracking
You will understand what drives SLA performance (timestamps, status, closure discipline) and how your daily work impacts reporting.
Scalable Skills Future tools
This programme expands over time to include Xero, NetCash, onboarding workflows, dashboards, and automation standards.
- When to create a Case (mandatory triggers)
- Correct setup: Subject • Type • Reason • Origin • Related To
- Priority selection and SLA discipline
- Status management: Open • Awaiting Client • Escalated • On Hold
- Correct closure: Date/Time Closed + Solution + Status
- What a good compliance note looks like
- Notes vs Cases: when to use which
- How surveys are triggered automatically on closure
- What staff must never edit (system-controlled fields)
- Logging rep lifecycle work as Cases
- Internal controls and required evidence
- Role clarity and handover discipline
- Closure and quality checks
- Correct case categorisation for submissions
- Tracking regulator references
- Status updates and follow-up cadence
- Evidence management and audit readiness
- Closure discipline
- Sending emails from Zoho vs personal email
- BCC rules for recordkeeping
- Email insights: opened/clicked/unreplied
- Desk ticket vs Case decision
- How to keep support records clean and traceable
Subjects that work Action + Outcome
Use: Add / Remove / Update / Submit / Follow-up / Register / File + what + context. Avoid vague subjects like “FSCA” or “Update”.
Status must be true Reality-based
Don’t leave cases Open when waiting on documents. Use Awaiting Client immediately when blocked.
Time accuracy Minute-level
Your Logged and Closed timestamps drive SLA. Always use your system time and set the exact minute.
System-controlled fields Hands off
Some sections (like surveys) are automated. Don’t edit what the system controls — it breaks reporting and automation.