Capturing enquiries · ASRR Tech
How do you verify website form handover to a CRM?
Follow a test enquiry through to the responsible employee’s record. Check content, source, acknowledgement and next action together.
A practical example
A form accepts an enquiry, but the adviser cannot see the original question.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Submit a test question.
- Read the CRM record.
- Check the owner.
What does success look like?
The employee has enough context to start without asking again.
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.