The Problem
Inquiries came from different channels, some went unanswered, notes lived with individual managers, and the owner had no overall picture.
What We Built
We set up a single inquiry flow: every request is logged, assigned to an owner, the manager gets a reminder, and the director sees a short summary.
"The problem wasn't the number of inquiries — it was that some of them simply never made it into work."
Timeline
The first working process launched 3 weeks after analyzing the channels and manager roles.
Before the launch
Inquiries came from the website form, messengers, calls, and referrals. Managers worked in different ways: some kept notes in a notebook, some kept everything in chat threads, and some forgot to get back to the client.
What we changed
We built a single processing routine. A new inquiry is logged, gets an owner and a deadline for the next action. If the manager doesn't react, the system reminds them and notifies the director.
Where the human stays
The automation doesn't pick properties and doesn't negotiate for the broker. It makes sure the inquiry doesn't get lost and the client gets a timely reply.
The outcome
There were no forgotten inquiries in the pilot. For the first time the owner saw a clear picture of all requests, and managers stopped keeping the process only in their heads.
Key Results
- every new inquiry lands in a single flow
- the manager gets a reminder if a reply takes too long
- the owner can see where an inquiry is stuck and who is responsible for it
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