Connected intake
Website and email enquiries enter the same process.
Case study / Manufacturing
The right enquiry. The right person.
Connecting incoming enquiries, AI-assisted screening and CRM ownership for an industrial manufacturer.
- Industry
- Manufacturing
- Our role
- Workflow design & engineering
- Focus
- CRM integration · AI-assisted routing
IMPLEMENTED SYSTEMAn industrial manufacturer
SALES / WORK ITEMCustomer enquiry
ReceivedSTAGE 01 OF 05
Two channels. One place to start.
Website enquiries and messages from a shared inbox enter a common intake process.
Website form + Shared inboxExplore the process, step by step.
Interactive explanation of a delivered workflow.Client data is not shown.
01 / The situation
The situation
Sales enquiries arrived through a website form and a shared inbox. The team reviewed and forwarded them manually, with no consistent path from the incoming message to an accountable owner in the CRM.
02 / The work
The work
Branqor connected both channels to a shared pipeline. An AI step scores and screens incoming enquiries before routing them to a key account manager. The manager can accept or reject the enquiry; accepted enquiries receive an owner in the CRM, while rejected ones go to Sales Operations for review.
03 / What changed
What changed
The manufacturer gained a consistent intake process and a recorded connection between an accepted enquiry and its owner. Sales Operations has a defined exception queue, while account managers retain the decision to accept an enquiry.
The result in practice
Designed into the everyday.
Human decisions
Account managers accept or reject routed enquiries.
Clear ownership
Accepted enquiries receive an owner in the CRM.
Another perspective
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