Capturing enquiries · ASRR Tech
How do you recognise an existing customer making a new enquiry?
Check identifying details before creating a customer record. Keep a different need as a separate journey while preserving existing contact history.
A practical example
A previous bathroom customer later requests a toilet renovation at the same address.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Search existing data.
- Verify the match.
- Create a suitable new journey.
What does success look like?
The employee sees past commitments and the separate new need.
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.