Templates worth filling in
The documents I actually use: written to be short enough that a team maintains them, and specific enough that they change behaviour.
SOP template: one page people will actually use
A thin standard operating procedure template built around decisions and exit conditions rather than keystrokes, with the prompts, an example and the maintenance rule.
Lead routing matrix template
A one-page matrix that records assignment rules, fallbacks, response standards, out-of-hours behaviour and escalation, so routing logic exists outside the automation tool.
Customer onboarding checklist template
A milestone-based onboarding checklist with owners, target days, exit conditions and slip actions — plus the handoff requirements that decide whether day one starts well.
Escalation matrix template
A three-severity escalation matrix with definitions, owners, response times, communication rules and the internal triggers that fire before a customer complains.