Capturing enquiries · ASRR Tech
How do you handle duplicate enquiries without losing context?
Check whether the person and need are the same. Combine relevant contact context while keeping different projects or enquiries identifiable.
A practical example
A customer submits a form and then calls about the same appointment.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Compare identity and request.
- Preserve touchpoints.
- Choose one owner.
What does success look like?
The customer receives coordinated follow-up without lost information.
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.