An enquiry on the brand site finds its local team
Workflow 03 · Find your local team · Routing · Enquiry review
Customers do not know which local team to ring. They give their home address on the brand site, and the enquiry goes to the one franchise whose territory covers it.
When no territory covers the address, or two do, the enquiry waits for Head Office to decide by hand, so nothing is lost on the way.
- A visitor on the brand site
They press "Send enquiry" and see what happens next
Visitor
4Step 4 of 9 · workflow step 03
- Send enquiry
- What happens next
The page names the local team when exactly one franchise took the enquiry. It never repeats what was typed.
Enlarge, then scroll
- Save the enquiry with Website as its source and email the visitor an acknowledgement
- Match the address to a territory: on Substitutoo the postcode districts kept with each territory decide (Bath holds BA1 and BA2)
- One territory: send the enquiry straight to that franchise's pipeline as New and tell its office
- No territory, or more than one: keep the enquiry in Head Office's Enquiry review
Press "Allocate", choose the franchise and give the reason
Head Office
Press "Review this allocation", then "Allocate enquiry"
Head Office
Open it to read exactly what the visitor asked for
Office Administrator
9Step 9 of 9 · workflow step 08
- What the visitor sent
From here the office works it in the Enquiry pipeline (workflow 05).
Enlarge, then scroll
Open illustrated screen ↗Full image ↗
- Freeze the matched territory when the enquiry is won: redrawing a boundary later never changes past allocations
Enquiry in the right franchise's pipeline, or allocated by Head Office