Capturing enquiries · ASRR Tech
Why record the original lead source?
The source helps identify channels producing suitable enquiries. Keep original origin alongside later touchpoints so a follow-up email does not overwrite the first entry.
A practical example
An organic visitor later requests a demo by email.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Define source categories.
- Keep first origin.
- Check later changes.
What does success look like?
A later touchpoint does not silently change original origin.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Capturing enquiries: the wider process
The entry channel determines what information an enquiry contains. A brochure form provides different context from a phone call or an Instagram message. Capture what you need to choose the next step. Keep the original request alongside structured fields so a colleague can understand its meaning. Agree who reviews new enquiries and how exceptions are recognised. Test the route with a normal enquiry, missing information and a returning customer. Then inspect the record the responsible employee actually sees.