Enquiry arrives
Illustrative example: a website form sends an email to a shared inbox.
Illustrative sample · Process review
Sample process-review deliverable: enquiry to follow-up.
An explicitly illustrative example of how a focused process review can record responsibility, status, manual work, access and the next decision.
Reviewed 30 August 2026
Practical guidance · Use with one real record
Reviewed by Deepak, founder and technical builder at NavMantra.
- 01Request arrives
- 02Responsibility becomes unclear
- 03Status copied manually
- 04Next decision recorded
This is a sample, not client work
Everything below is an illustration created to show the shape of a possible deliverable. It is not a customer case study, a record of work delivered for a client or a promised outcome. A real review depends on the actual process and the agreed scope.
Sample current process
Someone copies the details
Illustrative example: an available team member adds the lead to a spreadsheet and messages a salesperson.
Follow-up happens separately
Illustrative example: replies happen through phone or WhatsApp, while the sheet may not show the latest action.
Delivery handover is informal
Illustrative example: a payment message prompts operations, but no one shared status confirms the handover.
Sample responsibility break
In this illustration, responsibility breaks after the shared-inbox email. The spreadsheet can show that a lead exists, but it does not reliably name the person responsible or show whether the next action is overdue. This is an example diagnosis, not a finding about any client.
Sample current status and next action
- Current status: enquiry received; ownership not confirmed.
- Person responsible now: sales coordinator, once explicitly assigned.
- Next action: assign the lead and record the first-response due time.
- Exception: if consent or contact details are unclear, a person reviews the record before any message is sent.
What stays manual in this sample
- Deciding whether the enquiry is suitable.
- Approving any unusual or sensitive response.
- Resolving duplicate or conflicting customer records.
- Confirming that payment or delivery evidence is valid.
Smallest useful improvement in this sample
Use one shared lead record with a required owner, current status and dated next action. First test the rule on recent enquiries before connecting more channels. This is an illustrative recommendation, not a guarantee that the same change suits another team.
Required access and consent in this sample
- Read-only access to recent, appropriately redacted enquiry records.
- A conversation with the person who receives and follows up enquiries.
- Permission before viewing personal data or provider settings.
- No passwords, private keys, payment-card data or confidential customer datasets through the website form.
- Separate approval before changing a live system or contacting a customer.
Next commercial decision in this sample
The next decision is whether to scope a bounded implementation for the shared lead record and assignment rule. NavMantra would state the deliverable, access needed, responsibilities, price and exclusions before work begins. Viewing this sample or sending a review request starts no paid work.
Start with one process that is already in use.
Tell us where work is getting stuck. We first check whether a focused review is suitable and usually reply within two business days.