The problem is usually the hand-off.
An inquiry might be copied into a spreadsheet, forwarded to a colleague, forgotten while someone is away, or answered without essential information. That slows response time and makes follow-up difficult to track.
A practical workflow
- Collect requests from approved channels.
- Extract contact details and the service requested.
- Flag missing information and requests requiring special handling.
- Prepare an initial reply for a person to review.
- Record the owner, status and agreed next action.
What we would measure
Time to first meaningful response, requests awaiting ownership, number of missed hand-offs and exceptions requiring manual review. Your team retains responsibility for what gets sent.
Proposed solution. Availability and integration scope are confirmed per pilot; no claims of automated outcomes without measured results.