01Solution
System components
- connections to the agreed channels and the CRM
- classification and assignment rules
- handling of duplicates, gaps and errors
- statuses, alerts and a history of decisions
- documentation and handover to the team
Sales and enquiry handling
Automated lead routing
Enquiries from forms, mailboxes and other channels enter a single process. The system completes the record, picks the right person according to your company's rules and writes the assignment to the CRM. Incomplete or unusual cases go to a person for review.
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Rules can take account of region, subject of the enquiry, the customer, availability and the team's current workload.
- 01
Input
A form, an email, a message, the CRM or another source agreed during the audit.
- 02
Decision
Assignment follows the recorded rules, with a separate path for gaps and exceptions.
- 03
Outcome
An owner for the enquiry, a completed record and a date for the next action.
01Situation
When to review the process
The problem usually shows up in the queue and the spreadsheet long before it reaches the monthly sales report.
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Queue
Enquiries wait for a manual handover
One person reviews the mailbox and passes messages on, including outside the hours when they are available.
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Rules
The routing logic sits in people's heads
Regions, products and exceptions are not written down in one place, so similar enquiries reach different people.
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Data
The CRM has to be filled in by hand
Before assigning anything, someone copies details from the mailbox or the form and checks whether the customer already exists.
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Control
Nobody knows which enquiries went unanswered
There is no shared status, no date for the next action and no alert once the agreed time has passed.
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Duplicates
The same enquiry reaches several people
A form, an email and a follow-up create separate entries, so more than one person can start working with the same customer.
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Workload
Routing ignores who is actually available
Enquiries still land with people who are away or fully booked, even though somebody else could make contact sooner.
02Flow
From message to owner
Every step leaves a status you can check without going back to the mailbox and the spreadsheet.
Step 1
Intake
The system receives the enquiry and records the channel, the time and the contact details.
Step 2
Enrichment
It checks the required fields, identifies the subject and looks for an existing customer in the database.
Step 3
Assignment
It applies the agreed rules and names the person responsible for further contact.
Step 4
Record
It creates or updates the record, saves the reason for the assignment and sets a task.
Step 5
Oversight
It monitors the status. No response or an unusual case triggers an alert.
03Rules
What drives the assignment
We write the rules down together with the people who route enquiries today or who are responsible for sales.
Territory
Customer region
The enquiry goes to the person or team that covers that market.
Subject
Product or service
The content of the message points to the person who knows that part of the offer.
Relationship
Account owner
An existing relationship in the CRM can take precedence over the remaining rules.
Availability
Who is at work
The rule takes account of people available within the response time you expect.
Workload
Number of open cases
Assignment can balance work across the people who meet the other criteria.
Exceptions
Cases for review
Missing data, a conflict between rules or a connection error sends the enquiry to an agreed queue.
04Measurement
How we check the result
We collect the baseline before go-live, using data already available in the current process.
Time
Time to assignment
From the arrival of the enquiry to naming the person responsible and creating the task.
Manual work
Number of manual interventions
Cases where a person has to complete the data, pick the owner or correct the assignment.
Quality
Wrong and reassigned enquiries
Enquiries passed on again because of an incorrect rule or missing information.
Handling
Enquiries with no follow-up
Items that passed the agreed time without a change of status or a planned contact.
Response
Time to first contact
From assigning the enquiry to the first action taken by the person responsible.
Data
Completeness of records
Enquiries that still lack information needed for further handling after they have been assigned.
05Scope
What delivery covers
We set the technical scope alongside the material needed to describe the rules, the exceptions and how the solution will be signed off.
02Assessment
Material from your side
- sample enquiries from the different channels
- current rules and a list of exceptions
- team structure and areas of responsibility
- access to the systems in a test environment
- data on how enquiries are handled today and how long it takes
06Questions
Common questions
Answers about channels, systems, exceptions and extending the process later.
Yes, provided we can reach the data in those channels. During the audit we review the forms, mailboxes, messaging apps and the way information is recorded today.
Contact
Test the process on your own data
In the first conversation we go through the sources of your enquiries, the assignment rules and how you keep track of them today. On that basis we set the scope of the audit.
- 01
Channels
We list the places enquiries come from and how each one is recorded today.
- 02
Rules and exceptions
We establish who decides on the assignment today and which cases need a person to review them.
- 03
Assessment scope
We identify the data and access needed to quantify the manual work and plan a test.