How to audit a lead-to-follow-up workflow.

Start with one real enquiry

Choose a recent enquiry and trace it from source to first response, qualification, follow-up, payment, and delivery handoff. A real record exposes exceptions that an idealised flowchart usually hides.

Record six facts at every stage

• What event starts the stage?
• Who owns the next action?
• Which system holds the current status?
• What information is required?
• What can delay or stop progress?
• How does the next person know it is their turn?

Look for operational failure signals

• The same lead is copied into several tools.
• Ownership exists in conversation but not in the system.
• A CRM stage describes sales intent while operations works from payment or delivery status.
• Overdue follow-up is discovered manually.
• Duplicates create competing histories.

Choose the first useful change

Prefer one measurable correction—such as assigning every new enquiry, recording the next action, or exposing an overdue queue—before attempting a full CRM rebuild. The first change should make responsibility visible even when an integration fails.