Case Study / Automation / Forms / Query handling
Automation customer enquiries
Combining the form, contact details and offer preparation into a structured process. Clear service steps help define who is responsible for the report and what the next step should be.
Explore the project
From concept to completion
When enquiries arrive through different channels, context is easily lost. Details remain scattered across messages, and agreements about scope or timing have to be found again. A shared record and clear statuses bring that information together.
The process starts with a form that collects the right details. Each enquiry receives a reference and an assigned contact. The next stages cover reviewing the information, filling any gaps and preparing a proposal. Notifications and reminders follow the enquiry's current status.
Reviewing a quote before it is sent is an important safeguard. For a custom project, the system can prepare a draft while the person handling the enquiry approves the price and timing.
Project details
Enquiry automation connects routine tasks with human decisions. The scope is shaped around the sales process, existing tools and information needed to prepare a proposal.
We first define the contact channels, required information and team responsibilities. We then set the rules for assigning enquiries, updating statuses and preparing documents, choosing integrations that fit the tools already in use.
Before launch, we also check exceptions such as duplicate enquiries, incomplete information and unavailable email services. Errors need to remain visible to the team, with a way to complete the process manually.
The result
The intended workflow keeps enquiry details, conversation history and the next task in one place. The assigned contact can see the current stage and any information still needed.
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