A request stays in its original channel
Someone sends a message or completes a form, but the enquiry never reaches the place where your team manages its work.
Enquiry handling, CRM and analytics
Bring clarity to enquiries, from source to outcome
Connect incoming enquiries with your team’s actions: where each request is recorded, who is responsible, what happens next and how the work ends. We bring sources and outcomes into a report using the data available.
Start with one process and keep your current CRM. Buying WorkCowork or replacing your existing tools is not a requirement.
Start with a free introductory conversation of up to 30 minutes. You can explain the situation in your own words.
Enquiries are coming in. Where does the work stop?
For business owners and managers who already have advertising, a website or other contact channels, but still have to piece together what happens after an enquiry arrives.
Nobody knows who will reply or when
Several people can see the enquiry, but no one is assigned the first action and its deadline.
Agreements are scattered across conversations
When a client is handed over, someone has to find the messages, clarifications and promises again.
The next contact is never scheduled
A quote has been sent, but nobody has recorded who should follow up and when.
You can see sources, but not outcomes
You have visits and enquiries, but cannot connect them to subsequent handling or see where progress stopped.
We choose a specific part of the process and identify what needs to move forward: enquiry details, responsibility or the next action.
What your team takes away
Before work begins, we agree on the results you need and what will be handed over. For the selected process, this can include:
A map of the process and its gaps
Where enquiries come from, where they are recorded, who receives them and where information or action is missing.
Rules people can use
Clear statuses, responsibilities, action deadlines, follow-ups and handovers. Each status has a purpose and a next step.
Configured working tools
The agreed fields, tasks, notifications and connections. We distinguish what is transferred automatically from what a team member records.
Reporting based on available data
Enquiry sources, progress through stages, pending actions and handling outcomes. Known information and missing data remain distinct.
Instructions, training and acceptance checks
We explain daily actions to the people involved, test the agreed scenarios and hand over the configuration notes, limitations and next improvements included in your project.
One enquiry with a clear path to an outcome
A customer requests a quote for a service through your website. This is how the source, CRM record and your team’s actions could connect.
Illustrative example. Not real client data.
Source and event
We record the form submission and the source information available. Campaign details and UTM tags — labels in the link — are saved if they are supplied. A page visit alone is not an enquiry.
AutomationAutomation records the agreed event and available data.
Create the record and preserve the available sourceEnquiry in the CRM
The agreed record receives the contact details, request and source. A repeat submission follows a predefined rule: update the record, link enquiries or flag a possible duplicate.
AutomationThe integration transfers the fields; a team member checks an uncertain duplicate.
Assign responsibility and notifyResponsible person and action
A team member is assigned according to the agreed rule. They receive a notification, reply to the customer, clarify the request and record what was agreed. They set a deadline for the next action.
Team memberThe system sends the notification. A person talks to the customer.
Record the agreement and next actionNext stage
The team member sends the quote, updates the status and schedules the next contact. Where configured, the system sends a reminder and the team lead can see overdue actions.
Team memberThe team member records progress; automation helps track the deadline.
Record the outcome or continue under the agreed ruleHandling outcome
The responsible person records the customer’s decision and its reason. If an order is agreed, they pass the requirements to the delivery team. The receiving person confirms the handover and sets the first action.
Team memberA person records the outcome. The data feeds the agreed report.
If the conversation takes another pathOther outcomes and follow-up rulesHide details+
No reply
Record the contact attempt and schedule another under the agreed rules. Once the planned attempts are exhausted, mark the outcome as “Unable to reach”, rather than treating it as a rejection.
Decision postponed
Save the reason, if known, and set a date or condition for returning to the conversation. Someone remains responsible for checking it.
Customer declines
Record the decision and the reason, if known. Close the enquiry.
Start with the part you need now
Review the process
When you are not sure where handling breaks down.
We examine the selected enquiry process and available data. You receive a map of the current workflow, problem handovers and priorities for change. A detailed review is paid work; its scope and price are agreed in advance.
Discuss a process reviewSet up one process
When you have a defined task that needs to work in practice.
We agree on the rules and acceptance checks, then configure the selected tools, connections and report. Training is included in the agreed scope. A straightforward setup does not require purchasing a large audit first.
Discuss process setupImprove an existing setup
When the foundation works and you need the next improvement.
Add a source, change a handover, refine a report or automate a specific action. Development and ongoing support are estimated separately from work already completed.
Discuss improvementsI’m not sure what I need
You do not need to choose a CRM or prepare a technical brief first. The introductory conversation helps us identify a practical next step.
From the first conversation to a tested process
Understand the situation and choose a starting point
You explain how enquiries arrive and how they are handled today. We clarify the task, tools and data available.
Agree on the result and the rules
We define roles, statuses, actions and report contents. We record the scope, your team’s involvement and the acceptance scenarios.
Configure and connect
We carry out the agreed work. We can take over technical tasks from previous providers and organise the necessary coordination with specialists.
Test and hand over
We run the scenarios with the people involved, explain daily actions and deliver the materials included in your project. We document limitations and work that remains outside the scope.
How we check the result
The agreed event creates or updates a record, with the required fields and available source transferred correctly.
The responsible person, next action and deadline are visible; the intended person receives the notification.
Postponed decisions, no replies, declined offers and order handovers follow the selected rules.
The record and report show the agreed statuses and outcome; unknown information stays clearly marked as unknown.
For integrations in scope, we test the specified errors, repeat submissions and duplicate-handling rule.
You provide a person who can make business decisions, the agreed access and staff participation in testing. Daily replies to customers and adherence to the rules remain your team’s responsibility.
The approach draws on Alexander Gorsky’s experience developing and operating business management systems since 2011. That experience informs how we connect data with actions, responsibility and oversight.
Agree on scope, cost and responsibilities before work begins
A free introductory conversation of up to 30 minutes helps clarify the task and next step. A detailed assessment, written audit or solution design is paid work when needed.
The cost depends on processes and participants, enquiry sources, available data quality, configuration, integrations and development. Results, stages, timing, currency and payment terms are set out in the proposal and agreement for your project.
Your team talks to customers
We organise the process, carry out the agreed configuration and train the people involved. This service does not include a team of operators or an outsourced sales department.
Reporting covers the agreed data
Analytics depends on the channels, tags, events and staff records available. We do not promise automatic attribution of every sale to advertising, zero losses or guaranteed sales growth.
Connections are checked for your country
You can speak with our team in Russian or English. We check messaging, telephony and data exchange options against the country, working language, access and service restrictions. Additional languages are discussed separately.
Questions before we begin
We already have a CRM. Will we have to replace it?+Show answer
We start with your existing tools and how people use them. Changes to fields, statuses, rules and reporting may be enough. If capabilities are missing, we explain the options; a migration is considered only by agreement.
Different providers manage our website, advertising and CRM. Can you work with them?+Show answer
Yes, we can agree on the part you need help with. We clarify responsibilities, take over the available materials and technical tasks, and organise coordination. Changes depend on access and the capabilities of the existing setup; replacing every provider is not a requirement.
We have little data, or never recorded sources. Is it worth starting?+Show answer
Yes. We distinguish what can be checked now from what we will start recording after setup. We do not fill historical gaps with guesses. You can begin with enquiry records, responsibilities and next actions, then expand measurement as data becomes available.
Who will reply to our customers?+Show answer
Your employees or the people you appoint. We can configure enquiry handovers, notifications, rules and agreed automation scenarios, and train the people involved. Negotiations, consultations, sales and daily customer handling do not automatically become our responsibility.
Can we start with a single process?+Show answer
Yes. For example, handling a website form or following up after a quote. We define that part’s starting point, outcome, participants and acceptance criteria. Other processes can wait for a later iteration.
Can we commission the work without buying WorkCowork?+Show answer
Yes. This is a standalone service. WorkCowork is a separate business management platform, which we suggest only when it fits the task. You can keep using your CRM and other suitable tools.
What will our team have after handover?+Show answer
We deliver the process rules, statuses and roles, daily-use instructions, configuration and test results included in the agreed scope. If integrations and reporting are included, we explain their coverage and limitations. Training, access and the handover format are agreed in advance; ongoing support is a separate arrangement.
If your question is not here, include it in the form. You do not need technical documentation for the first conversation.
Ask your questionLet’s discuss how your enquiries are handled
Tell us where work stops: an enquiry is not recorded, nobody knows who should reply, follow-ups are missed or outcomes are unclear.
Leave a convenient way to contact you. We will reply through your chosen channel to arrange a free introductory conversation and identify the next step.
You do not need to send CRM access details or customer conversations through this form.
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What we will discussEnquiry handling
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