Capture the useful details
Bring the customer, request, source and arrival time into one place. Flag missing details and duplicates before creating another record.
Acknowledge without overpromising
A prompt acknowledgement can confirm receipt and explain what happens next. Pricing, availability and unusual requests should wait for the responsible person.
Assign ownership
Use service, location or existing-customer rules to suggest an owner. Make unassigned and overdue enquiries visible so they cannot disappear between inboxes.
Set a proportionate follow-up
Schedule a reminder when a response is genuinely useful, then stop it when the customer replies or the enquiry is closed.
Measure the right outcome
Track time to first response, enquiries with an owner, overdue follow-ups and handling time. Review lead quality and conversion separately.