Enquiries and follow-up
How do you handle the same buyer enquiring through two channels?
Match new enquiries against existing accounts on phone, email and company name, and merge them into one record before anyone quotes. Two open enquiries from one buyer end with two different rates, which is how credibility is lost.
In short
Match new enquiries against existing accounts on phone, email and company name, and merge them into one record before anyone quotes. Two open enquiries from one buyer end with two different rates, which is how credibility is lost.
Large buyers enquire through several people. Purchase sends an email, the project engineer sends a WhatsApp message, and a third contact fills in the website form. Three of your people answer, sometimes with three rates.
Duplicate detection at the point of capture prevents this. The system flags that the number or the company already exists, shows the open enquiry and its owner, and lets the new message attach to it.
The commercial benefit is not tidiness. It is that the buyer receives one consistent rate from one owner, which is what makes a plant look organised.
Related questions
System of Marketing & Sales
Put enquiry to dispatch on one governed line.
Tell us how your plant sells today. We'll show you where the line breaks and what it takes to close it.