Connecting enquiries, bookings and follow-up.

The business problem

Calls, qualification, diary booking and follow-up relied heavily on the owner. Disconnected steps made it difficult to see the state of an enquiry. The website created a related visibility problem: an incoming call or form did not necessarily carry enough information to explain which acquisition activity produced it.

My contribution

I worked on the enquiry-to-follow-up process, including the information each person needed and the decisions that required a human. Separately, I designed service-specific website journeys and an attribution approach for incoming enquiries.

Connect the six office steps

The workflow connected enquiry capture, qualification, diary booking, source tracking, quote follow-up and review requests. The design addressed where information should go, what the next action should be and when a person needed to take over.

Treat the website as a separate workstream

The website work covered service and location-specific journeys, campaign attribution fields and conversion measurement points. It was intended to make acquisition measurable and give different service enquiries a relevant starting page.

Keep ownership and exceptions visible

Booking rules, customer promises and unusual requests need a responsible person. The design made those decisions and handovers explicit within the enquiry process.

What was delivered

• A connected enquiry-to-follow-up workflow
• Defined human decisions and hand-offs
• Service-specific website journeys
• Campaign and conversion attribution design

Results and scope

The work connected enquiry capture, qualification, booking, source tracking, quote follow-up and review requests. The separate website work covered service-specific pages and an attribution design.

Facing a similar problem?

For a trades owner or MD, the question is where the office loses sight of an enquiry or its next action. CJAI can assess that process and agree the system changes needed to support it.

Bring an enquiry that stalled between first contact and a booking.