Enquiry Capture & Handover

An enquiry arrives.
Someone owns the next step.

Get new enquiries to the right person with the details they need to reply. Your team can see who has picked it up and what is still waiting.

Less copying between systems. Less guessing who will reply. A clear place to see what still needs attention.

Book a free audit

Pick a time in our booking calendar. The audit is free.

From received to ready to act

“I thought someone else was handling it.”

A form can send an email successfully and still leave an enquiry unattended. We build the handover that makes responsibility visible.

The details are scattered

Bring the request, contact details and original message into one working record, so staff can take the next step without searching through inboxes.

Everyone gets the alert

Give each enquiry a named owner or monitored team queue, with agreed cover when the usual person is away.

Nobody knows what’s left

Show the status and next action. Add an agreed response target and backup route where the team needs them.

A clear route into your team

Capture. Record. Assign. Hand over.

Start with one existing form or authorised inbox. A short staff intake form can also bring phone or walk-in enquiries into the same process.

Collect useful details
Ask for the service, contact method and details needed for the next step. Flag anything still missing.
Save a shared record
Create the enquiry in the agreed CRM, Sheet or task tool, keeping a link to the original request.
Assign responsibility
Use agreed service or location rules. If no rule fits, send it to a monitored fallback owner.
Staff take the next step
The owner opens the record, responds to the customer and updates the status and next action.

Your team keeps the customer conversation. An optional receipt acknowledgement tells the customer their request arrived. Staff still discuss the job and make the sale. If response targets are included, unresolved work becomes visible to the backup owner after the agreed window.

Where staff see the work

One working list.
A visible next action.

Your team works from the shared enquiry view in its existing approved workspace. An email or chat alert links back to the record; the record holds the work.

Open the enquiries needing attentionSee the owner, status and what needs to happen next.
Record a call or replyA simple update makes the outcome visible even when staff respond by phone.
See what needs backupWhere included, a response target and overdue view help the backup owner step in. An acknowledgement doesn’t mark an enquiry handled.

What we build for you

A usable process, from intake to handover.

We follow a real enquiry with your team, then configure the fields, connections and responsibilities around how you actually work.

Connected intake

An improved form or agreed existing source, useful fields and a shared destination. We check your existing software’s capabilities before recommending anything new.

Clear ownership

Agreed assignment rules, a fallback owner, visible status and next action, plus a linked owner notification. A customer acknowledgement can be included.

Tested handover

Representative enquiries checked with your team, including missing details, repeated submissions and connection failures. A simple staff guide explains how to keep records current.

A useful first scope

One source. One destination. Clear responsibility.

For example: your existing website form into a shared enquiry list, with useful fields, a named owner and a visible next action. That can be a complete, useful first project.

Add what the real work needs

If requests still sit unanswered, include a response target, overdue view and one backup route. Connect additional named sources once access and platform support are confirmed.

Before you start

Practical questions, clear answers.

We already have a contact form and CRM. Do we need this?

Possibly only a small configuration change. We’ll follow a submission through: does it reach the right record, contain enough information and give someone responsibility to act? If that already works reliably, we’ll say so.

Will we need a new platform or chatbot?

Neither is compulsory. A shared Sheet, your CRM or an existing task tool may be enough. A structured form often needs no AI. We check the required connections, permissions and any software costs before agreeing the build.

Will this bring in more leads or follow them up for us?

This offer improves the handling of enquiries already coming in. Attracting new demand belongs to Digital Presence. Ongoing follow-up sequences, sales conversations, quotes and bookings need a separate agreed scope. Receipt acknowledgements and simple missing-information collection can be included here.

Can it handle calls, email and messaging too?

We can assess specific enquiry sources, including an authorised mailbox or supported messaging connection. Each needs checking; this isn’t a promise to connect every channel. Staff can log a telephone enquiry using a short intake form. Answering calls with a voice agent is a separate scope.

What if details are missing or the usual owner is away?

Keep the enquiry visible and show what’s missing. Staff can clarify it, or we can include a simple approved question where the channel supports it. Agree a monitored fallback for absences and requests that don’t match a rule, so uncertain enquiries still have an owner.

How do you avoid duplicates and lost submissions?

We check repeated delivery of the same submission separately from a repeat customer asking about a new job. The original request stays linked to its record. We also test how requests remain recoverable if the destination is temporarily unavailable, and agree who handles exceptions.

How will another person know we’ve responded?

Staff record the reply or call outcome in the shared record, then update the status and next action. Where reminders are included, the relevant reminders stop after staff record the response or closure. Sending an alert or receipt acknowledgement doesn’t count as handling the enquiry.

Free business audit

Find out what to improve first.

Bring one job you’d like to make easier. We’ll talk it through and send you a short written report. Keep the advice or ask us to put it into practice.