From first enquiry to first invoice

Capture the enquiry and name an owner

A website enquiry is the start of a relationship. Save the company, contact and request against the customer record, then assign someone to reply. Before creating a new record, check whether the company already exists.

• Record what the customer asked for and where the enquiry came from.
• Set a next action and due date, such as arranging a discovery call.
• Keep the conversation with the record so another colleague can take over.

Track the sale with a clear next step

Create an opportunity with a value, sales stage and owner. For example, Atlas & Co, a fictional agency client, needs a campaign for its next launch. The sales owner records the brief, prepares a proposal and sets a follow-up date.

• Use stages that describe real decisions, such as discovery, proposal and agreement.
• Update the expected value when the scope changes.
• Review open opportunities with no next action before they go quiet.

Hand over the agreement and the work

Once the customer agrees, the delivery team needs the scope, key contacts, dates and promises made during the sale. Connect the agreement and handover tasks to the same relationship. A signed document alone does not explain what the team must do next.

• Name the person responsible for onboarding.
• Confirm the deliverables, start date and information needed from the client.
• Keep a review step before sending an agreement or changing agreed terms.

Prepare billing from the agreed details

Finance needs the right customer, billing contact, amount and payment terms. Use the connected record to prepare the invoice and check it before sending. Agree which finance system owns payment status and how that status returns to the team.

• Check the legal company name, billing address and agreed amount.
• Confirm taxes and payment terms with the person responsible for billing.
• Measure handover delays and missing details, then improve the process.

Does every enquiry have to follow the same process?

No. A new software subscription and a consulting project can use different steps. Start with one common journey, decide the owners and approval points, then configure the workflow around it.