How to plan an enquiry follow-up automation

Start with one repeated task

Choose a task you can describe from beginning to end: a form arrives, someone checks it and an owner needs to follow up. Before selecting software, walk through a recent example in your existing process. Note where details are copied, where a decision is made and where work can be missed.

This guide uses an illustrative workflow. It is a planning example, not a customer case study or a claim about time saved.

Write the trigger and the record

For an enquiry form, the trigger might be a completed submission with a unique reference. Decide which fields are required and where the record belongs. A useful record might include the submission reference, contact details, requested service, received date, owner and current status. Avoid collecting information you do not need for the enquiry.

Identify the source of truth before connecting a spreadsheet, mailbox or CRM. Otherwise, two copies of the same enquiry can end up with different owners or statuses. The proposal should name the system that controls each decision.

Separate acknowledgement from advice

An approved acknowledgement can confirm that a request was received and explain what happens next. A tailored recommendation, price or commitment needs its own rules and review. Agree exactly which messages may be sent automatically and which need a person to approve them.

CDM's enquiry capture service scopes recording, acknowledgement and owner notification. Quote follow-up starts from an existing quote record and prompts staff when an outstanding quote needs attention. They are different triggers and should be specified separately.

Agree when the workflow must stop

• A duplicate reference: Check the existing record before creating another task or acknowledgement.
• Missing details: Send the item to a person for review rather than guessing the missing information.
• A closed or accepted quote: Stop reminders when the agreed status says no follow-up is needed.
• Uncertain delivery: Check what happened before retrying a message that may already have been sent.
• A disconnected account: Record the problem and make it visible to the person responsible for the workflow.

Test the exceptions as well as the usual path

Use agreed fictional test data to check a normal submission, a repeat, an incomplete record and a delivery failure. Record the expected result before the test, then compare it with what actually happened. Confirm who can pause the workflow and how they will deal with items waiting for review.

At handover, identify the owner of each account, who receives failure notifications and what maintenance is included. Software subscriptions, usage allowances and optional support should be visible alongside the setup work.

Decide whether it is helping

Measure the process before promising a saving. Useful checks include records needing manual correction, missed follow-ups and the time spent reviewing exceptions. Compare similar periods and distinguish faster administration from additional sales: one does not establish the other.

Bring your current form, a sample of the record structure with personal details removed, and the rules you already follow. Explore the business automation workflows or discuss a workflow with Adam.