Every enquiry becomes an opportunity with an owner and a next step
Keep the enquiry source, the customer's context and the next sales action together, so follow-up has an owner instead of depending on who saw the message first.
Built on
- iConnect CRMControlled rollout
- Leads & Sales (iSales)Controlled rollout
Where included
- Shared Inbox (iConnect Inbox)Controlled rollout
Does this sound familiar?
Enquiries arrive through the website form, phone calls and messages. Some are copied into a spreadsheet, some stay in a personal inbox, and by the time anyone follows up nobody is sure who owns the conversation or what the customer already said.
Who is involved
- Sales manager
- Salesperson who owns the follow-up
- Team member who answers first contact
From trigger to outcome
Follow the work from the first trigger. Each arrow names what passes along it and carries its evidence status in words, so a planned step never looks like a working one.
Products in this map
- CRMControlled rollout
- iSalesControlled rollout
- iConnect InboxControlled rollout
How to read the lines
- Solid line: Demonstrated in testing
- Dotted line: Configured per deployment
- Dashed line: Planned
| From | To | What passes | Evidence |
|---|---|---|---|
| From:Website enquiry | To:CRM | What passes:Contact + enquiry source | Demonstrated in testing |
| From:CRM | To:iSales | What passes:Customer history + lead to deal | Demonstrated in testing |
| From:iConnect Inbox (Where included) | To:CRM | What passes:Conversation linked to the contact | Configured per deployment |
| From:iConnect Inbox (Where included) | To:iSales | What passes:Conversation handed to a sales owner | Planned |
Who acts at each hand-off
The people involved, in the order the work passes between them.
Website visitor
Sends an enquiry through your website form
Result: A contact with the enquiry source recorded, once enquiry capture is set up for your deployment
Next owner: Sales manager
Sales manager
Reviews the new enquiry against the customer record and assigns it
Result: A named owner for the enquiry
Next owner: Salesperson
Salesperson
Converts the qualified lead into a deal and sets the next action
Result: An opportunity with a stage, an owner and a dated next step
Next owner: Sales manager, at the pipeline review
Team member on shared conversations
Links a message conversation to the same contact, where shared conversations are included
Result: The conversation sits beside the customer record
Next owner: Salesperson
What each product contributes
Each product's part in this workflow, with its current status.
- CRMControlled rollout
Holds one record per customer: contact details, the source of each enquiry and the history the next person needs.
- iSalesControlled rollout
Turns a qualified lead into a deal with an owner, a stage and a next action, so the pipeline shows who is following up what.
- iConnect InboxControlled rolloutWhere included
Where included, keeps message conversations in one shared place, each with an owner, linked to the customer's contact.
What your business gains
- Fewer enquiries lost between personal inboxes and spreadsheets
- A clear owner for every follow-up, visible to the manager
- The salesperson starts from the customer's context instead of asking again
The next salesperson acts with the customer's context, rather than starting the conversation again.
A useful measure for a pilot
Share of new enquiries with a named owner and a dated next step by the end of the following working day.
What this requires
This workflow runs on the shared customer record and the sales pipeline. Before a pilot, these need to be in place:
- Your contact data, imported or entered, with a named owner for each team.
- Your website enquiry form connected to the customer record, set up for your deployment.
- Sales stages and the next-action rules your team agrees.
- Where message conversations are included: an activated messaging channel for your company.
Can be added
- iConnect InboxControlled rollout
Evidence and scope
Moving a website enquiry into the customer record, and converting a qualified lead into a deal, are demonstrated in testing on code not yet released to customers. Linking a conversation to the contact depends on a channel activated for your deployment. Handing a conversation straight to a sales owner is planned.
- Demonstrated in testingthe connection passes automated tests in test environments, on code not yet released to customers.
- Configured per deploymentit depends on setup for your company, such as an activated channel or approved knowledge.
- Plannedit is not built yet. It is shown so you can see the intended workflow.
Each product shows its own status, and none is described as released for general use. Your demo confirms what applies to your deployment.
A suitable starting option
Customer record and sales
Compare what this starting option includes, what it requires and what can be added. Packaging is agreed per deployment.
Questions about this workflow
Does a message conversation create a deal on its own?
No. A conversation can be linked to the customer's contact, but handing it to a sales owner as a deal is a planned connection. Today a person reviews the enquiry and converts it.
Do we have to move every customer across at once?
No. A pilot can start with one team's contacts and enquiries, then extend once the stages and ownership rules work for you.
See your enquiries flow through
Bring a few recent enquiries. We walk through how they would be recorded, assigned and followed up in your team, and which connections apply to you.
Request a tailored demo of this workflow