Enquiries · Worked example

Give every enquiry an owner.

Keep a new enquiry moving, even when the person who first sees it is busy.

An illustrative workflow to help you decide where to start. The right setup depends on your software, data and rules.

Try a workflowIllustrative example

The starting point

Give every enquiry an owner

We need monthly reporting across three offices. Could we discuss the options?

Try an exception

You keep the final say

Explore the example, then try an exception to see where a person steps in.

Sample data. Nothing is sent, booked or purchased.

What you need: A shared inbox or enquiry form, a customer record and an agreed person responsible for each type of request.
What stays with you: Your team approves prices, availability and commitments before a reply goes out.
If something goes wrong: Missing details or an uncertain match go to a review queue. An unassigned enquiry alerts the fallback owner.
What to measure: Time to a useful reply, unassigned enquiries and completed follow-ups.
Where AI helps: AI can organise a free-text enquiry and draft a reply. Assignment and reminders can follow fixed rules.
Check your existing software: Check the assignment and reminder features in your current customer-management software first.

Check whether the tools you already use can handle this. A connected workflow helps when information, decisions or follow-up get lost between them.