Customer Journey Systems Consultant for founder-led service businesses
From first inquiry to repeat business, I identify where leads, client information, or responsibilities get stuck, then design and build the connected processes, CRM, automation, and handoffs that keep the journey moving.
One journey, two sides
A page, form, calendar, CRM, or automation can work on its own and still fail at the handoff. Toggle between the two states to see what changes when the journey is connected.
Before: handoffs depend on memory, tools are disconnected, and ownership is unclear. Illustrative state for explanation only.
After: every handoff has one owner, a decision rule, an exception path, and evidence from testing. Illustrative state for explanation only.
Who I work with
Choose the route that best reflects how customers currently inquire, buy, or book. You do not need to diagnose the system or choose a technical package first.
You usually sell through an inquiry, consultation, discovery call, proposal, or sales conversation.
Customers usually call, inquire, schedule an appointment, visit a location, or book a service.
I first trace the customer-facing step and the work required behind it. Then I confirm where the handoff breaks, who owns the next action, what information needs to move, and what evidence will show the system works.
The specific step, not the whole department. A handoff that fails weekly is a different problem from one that fails when volume rises.
Every stage needs one accountable owner, a decision rule, and a documented exception path for when the normal route does not apply.
A controlled end-to-end test through the real journey — trigger, owner, data, message, exception, final state — before anything is called ready.
Select one answer for each question to see the recommended next step.
Choose where the handoff breaks and how often it happens.
The workflow
Discover → Map → Build → Connect → Test → Document → Handover. Grouped, that is diagnose, build, and prove.
Discover what should happen and map where it currently does not. Output: a documented handoff problem, an owner for each stage, and a defined exception path.
Build the smallest reliable system that solves the handoff, then connect it to the tools that already belong in the journey. Nothing is added for its own sake.
Test the full path under controlled conditions, document what was verified, and hand over a system with clear ownership and a known improvement path.
See the system in practice
Follow a simplified service-business journey from scattered customer touchpoints and manual coordination to one connected, tested, and documented system.
About Rica
I’m Rica Ragonjan, founder of Repeat Ready and a Customer Journey Systems Consultant. I work where customer experience, operations, and technology meet: finding where the journey breaks, then designing and integrating the processes, CRM, automation, ownership, and documentation behind it.
trained me to look for accuracy, evidence, controls, and what does not add up.
showed me how ownership, dependencies, approvals, and timing determine whether work actually moves.
gave me the tools to turn a mapped process into a repeatable path with visible stages, triggers, and next actions.
brings that judgment together to connect what customers experience with what the business must do behind the scenes.
The goal is not more technology. It is a clearer, more reliable next step.
I’m Rica Ragonjan, founder of Repeat Ready and a Customer Journey Systems Consultant. I work where customer experience, operations, and technology meet: finding where the journey breaks, then designing and integrating the processes, CRM, automation, ownership, and documentation behind it.
trained me to look for accuracy, evidence, controls, and what does not add up.
showed me how ownership, dependencies, approvals, and timing determine whether work actually moves.
gave me the tools to turn a mapped process into a repeatable path with visible stages, triggers, and next actions.
brings that judgment together to connect what customers experience with what the business must do behind the scenes.
The goal is not more technology. It is a clearer, more reliable next step.
How engagements work
The discovery call confirms fit. When the cause or scope is still unclear, a paid diagnostic comes next. Implementation follows a defined scope, and optional System Care is available only when ongoing review and improvement are genuinely useful.
Most Repeat Ready systems are implemented primarily in HighLevel, with the external tools the business already needs connected around it. The handoff and system requirements are diagnosed before a platform or build is recommended.
Questions
A few practical answers about fit, platforms, scope, and what happens next.
We look at the handoff you think is breaking, the part of the customer journey it affects, and whether it is a fit for Repeat Ready. If the cause or scope is still unclear, the next recommendation may be a paid diagnostic before any implementation is proposed.
You leave with a clear next step or a straight answer that this is not the right engagement. It is a fit conversation, not a free strategy session.
System Care is optional, bounded continuity after a substantial Repeat Ready build — for ongoing improvement, not unlimited technical access or daily operations. New functionality is scoped and quoted separately.
A build is complete and handed over whether or not System Care continues. It is never a condition of finishing the work.
No. HighLevel is my primary implementation platform, but the process and customer journey come first. I will review what the business needs before recommending whether HighLevel or an existing tool should be part of the system.
Sometimes, but only when the issue is genuinely isolated. If the automation depends on a broken handoff, unclear ownership, or incomplete information, fixing the individual workflow may only hide the larger problem.
The inquiry form opens in a new tab. After you submit your details there, you’ll continue to the calendar in the same tab to choose an available discovery-call time. The appointment is confirmed after you select a time and receive the booking confirmation.
Ongoing support is available only through bounded System Care for eligible systems that Repeat Ready has substantially rebuilt. It is not unlimited technical support, and major new functionality is scoped separately.
No. Repeat Ready is responsible for the quality and reliability of the systems within the agreed scope. Demand, traffic, customer decisions, revenue, platform uptime, and third-party work remain outside that control.
Be ready to explain what should happen, what is happening instead, which tools are involved, and who owns the next decision. Do not send passwords or sensitive customer information through the inquiry form.
Next step
Answer a few guided questions about what should happen, what is happening instead, and which systems are involved. After submitting your details, you’ll continue to the calendar to choose a discovery-call time.
Opens in a new tab. Complete the guided questions in step one, then choose a discovery-call time in step two.
Completing the inquiry form does not confirm the appointment. Your call is confirmed once you select an available time and receive the booking confirmation.
How it works
The work begins with a real customer or team scenario, follows what must happen at each step, and ends with a system that has been tested, documented, and prepared for handover.
The approach in practice
These checks help me understand the current situation, follow the handoff, and confirm whether the result works as intended. They are used throughout the delivery process, not as three additional project phases.
Choose a representative task and describe how it arrives today. The more specific the input, the more useful the diagnostic read.
Identify who reviews the work, what information they need, and what rule decides the next step — including the exception path.
Compare the proposed workflow against your current process. Confirm what will be tested end to end, and what stays out of scope.
Before and After
The tools may already exist. The difference is whether the information, ownership, and next steps move through one clear and tested journey.
The Repeat Ready process
Each stage answers a different question, from understanding where the handoff breaks to proving the completed journey works.
Most Repeat Ready systems are implemented primarily in HighLevel, with necessary external tools connected around the defined customer journey. The process and handoff requirements are diagnosed before the platform configuration is recommended.
What actually changed
The smoother journey does not come from adding more automation. It comes from making the next step, ownership, information, and response clear before connecting the tools.
Book a discovery call and bring a real scenario. The first conversation is a fit check, not a pitch.
Work with Me
The guided inquiry and calendar open in a new tab. Complete the questions first, then choose an available discovery-call time.
Your appointment is not confirmed until you select a time and receive the booking confirmation.
Step 1 of 2
The inquiry form opens in a new tab. After you submit your details, you’ll continue to the calendar to choose a discovery-call time.
Open the inquiry formOpens in a new tab. Your appointment is confirmed once you select a time and receive the booking confirmation.
If you arrived here directly, use the button below to open the guided inquiry form in a new tab.
