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Enquiries and follow-up

How do you stop losing enquiries that arrive on WhatsApp?

Route every WhatsApp enquiry into one shared enquiry list the moment it arrives, so it belongs to a named person with a next contact date. An enquiry that lives only in a personal chat is invisible to everyone else and disappears the day that phone is busy.

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In short

Route every WhatsApp enquiry into one shared enquiry list the moment it arrives, so it belongs to a named person with a next contact date. An enquiry that lives only in a personal chat is invisible to everyone else and disappears the day that phone is busy.

Most plants do not lose enquiries because nobody cares. They lose them because the enquiry arrived in one person's phone, that person was on the shop floor, and by evening the message had scrolled away under twenty others.

The fix is structural, not motivational. Every enquiry, whoever it reaches, gets logged as a record with a customer, a product interest, an owner and a next contact date. The owner sees it on their day list until they act on it. Anyone senior can see what is sitting untouched.

In SysOMS the enquiry list is the single inbox. Web forms, phone calls, trade enquiries and WhatsApp messages all land in the same place, duplicates are flagged against the existing account, and nothing can be closed without a reason.

  • One list, not one list per person.
  • Every enquiry has an owner and a next contact date.
  • Overdue follow-ups surface before anything else does.
See how enquiries are captured

Related questions

What is a good first response time for a manufacturing enquiry?

Aim to make human contact within one working hour. Published research on 2,241 companies found the average first response took 42 hours and a quarter never replied at all, while firms responding inside an hour were about seven times likelier to reach a decision maker.

How do you track what sales officers do in the field?

Have the officer log the visit on the phone before leaving the customer's gate: who was met, what was discussed, what was agreed and the next date. A visit recorded the same day is data; a visit recalled on Saturday is fiction.

How often should you follow up on a pending quotation?

Agree the next contact date with the buyer while you are still on the call, then keep it. A follow-up the buyer expected is service; an unscheduled third reminder in a week is noise.

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.

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.

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