Capturing enquiries · ASRR Tech
How do you define clear lead assignment rules?
Use characteristics determining the responsible team, such as region or service. Define a fallback for requests that fit no rule or involve several teams.
A practical example
An enquiry near a regional boundary must not remain between two branches.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Choose decision factors.
- Define exceptions.
- Test the fallback.
What does success look like?
Every enquiry gets an identifiable owner, including exceptions.
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.