Follow one inquiry from start to finish
Choose a typical inquiry and trace how it arrives, where it is recorded, who receives it, and what happens next. Record each tool and each manual transfer.
Make ownership explicit
At every stage, name the role responsible for the next action. A pipeline stage is useful when it tells a person what to do, rather than simply describing what happened.
Look for missing information
Check whether your team has the contact details, context, consent, and history it needs. Identify duplicated fields and records without a reliable source of truth.
Test the exceptions
What happens when someone is away, an integration fails, a customer does not respond, or a lead needs a different team? Define an escalation route and make stalled work visible.