Everyone sees the inbox. Nobody claims the enquiry.
An RFQ is forwarded to several people. Two reps answer it, or each assumes the other has. A missed call and a later email may be the same customer, but the team sees two unrelated requests.
Solution 03 · Enquiry & call capture
The deal happened on the phone. Make sure the details survive it.
The item, quantity, delivery address and promised callback should not depend on a rep remembering them later. We turn incoming enquiries and conversations into reviewable records with an owner and a next step.
Where work gets stuck
A call summary is useful only if something happens next.
The important detail is spoken once.
The customer mentions a machine model, site restriction or revised quantity while the rep is in the warehouse. The next person gets a short note with none of the context needed to act.
Recording alone creates another archive.
Hours of audio are not a maintained pipeline. The useful output is a linked customer record, a specific unresolved question and a task that someone has accepted.
How we would build it
Capture once. Confirm what matters. Route the work.
Each channel feeds a shared ownership process, with the original source available for review.
An enquiry or customer conversation arrives
System · preparation
Match the contact and existing opportunity. Check for duplicate requests and preserve the source message or permitted call reference.
Check before proceeding. Uncertain identity or more than one possible account? Keep the item unassigned for review rather than attaching it to the wrong customer.
How did it arrive?
Email or web enquiry
- System
Extract the request
Bring attachments, requested date and relevant thread into one item.
- Your team
Claim and qualify
Confirm scope and ask for missing requirements.
Phone conversation
- System
Prepare a call record
Use supported recording/transcription or the rep’s dictated note.
- Your team
Check the commitments
Verify item, quantity, price, date and unresolved questions.
If the path stopsNo usable recording: let the rep enter a short note; do not stall the process.
Text or counter conversation
- Your team
Submit the message or a short note
Use an approved channel with enough context to identify the customer.
- System
Structure the handoff
Separate a question, a quote request and a confirmed purchase.
If the path stops“Same as last time” needs a verified previous order, not a guess.
Confirmed handoff
Confirm the CRM record and assign the next step
Link the source, responsible person and due date. Send technical questions to estimating, confirmed purchases to order intake and callbacks to the sales brief.
Built around your business
The same discipline.
Different operating realities.
For custom manufacturers
Keep the RFQ, drawing set, revision and any technical clarification together. A later call changing material or finish should visibly update the requirements before the estimate is approved.
For industrial suppliers
Capture equipment model, application, site and urgency alongside the requested part. Where the customer uses a nickname rather than a catalogue code, flag the match for confirmation.
Start with the systems you own.
We work with the channels your team actually uses. Email and phone integrations depend on supported access; personal messaging accounts cannot be assumed to be available. Start with reliable sources and a simple manual capture route for the rest. CRM writes stay attributable and critical commercial details are confirmed.
A useful result is measurable
Agree the baseline.
Then improve it.
We define the measures before the build, then review them with the people using the workflow.
- 01Enquiry coverage
- Requests captured and assigned, including phone and counter enquiries.
- 02Response time
- Time to a meaningful first response and resolution of missing information.
- 03Record quality
- Missing commitments, duplicate contacts and corrections made during review.
Before we begin
Practical questions.
Can AI maintain the CRM after calls?
It can prepare structured notes, suggested field changes and next actions. We agree which low-risk updates can be applied automatically and which require confirmation. Prices, specifications and commitments need explicit validation.
Does this require changing our phone system?
Not necessarily. We check recording access, supported integrations and call routing first. If those are unavailable, a rep’s short dictated note can still feed the same review workflow.
Who can see recordings and summaries?
Access follows the agreed business roles and source-system restrictions. Recording notices, consent where required, retention and permitted uses are established before the call workflow goes live.
Start with the audit
Show us where
the work slows down.
We trace the process with your team, check what the current tools can do, and agree which improvement is worth building first.
Talk to us about your process