Enquiry Control
Give a genuine enquiry a clear owner and next step.
Bring the selected enquiry path into a workable process, from first contact to an outcome your team can see.
The working problem
The working gap.
A form submission can sit in one inbox while a phone message reaches another person. If the team cannot see who is handling a request, two people may reply—or both may assume someone else has. The first task is to establish whether that happens in your business.
Where ownership is unclear, staff can repeat work and customers can wait. Better control may reduce that friction; it does not create customer demand or guarantee a booking.
Illustrative workflow · not a customer result
- Capture the agreed intake channel
- Collect the information needed to assess the request
- Assign a responsible person
- Record the next action and due time
- Close the enquiry with a reason or move it into quoting
What Sunlit changes
A defined change.
- A shared view of the selected enquiries
- Routing and exception rules the team understands
- Visible outstanding actions and recorded outcomes
Only agreed channels, data fields, routing rules and staff access. Existing tools are used where they can support the process.
How we check it
Measure the change.
- Unassigned enquiries
- Time to first meaningful response
- Enquiries with a recorded next action
Start with this question: Can your team tell who owns each new enquiry without asking around?
Clear boundaries
Scope and evidence.
- No promise of round-the-clock response
- No automatic acceptance of work
- No replacement of staff judgment on suitability or urgency
Implementation depends on authorised access, system compatibility, lawful contact and an agreed scope. We do not guarantee revenue or jobs.
Start here
Find the gap worth fixing first.
Tell us where work stops moving. We’ll assess the fit and recommend what to check next. No technical specification required.