What was going wrong
- No record of who had been contacted, when, or what they replied, so follow-up depended on individual memory.
- Boarding enquiries with no dates or vaccination record
- Enquiries from every source shared one list, so the ones worth chasing could not be told apart from the rest.
Our approach
- Every enquiry written into one pipeline with an owner, a status and a defined next action.
- Follow-up sequences scheduled around the buying timeline, each with a route back to a person.
- Emergency and routine requests routed separately
- Grooming schedule reminders for regular customers
The difference it makes
- Every enquiry has an owner and a next action, visible to whoever picks it up.
- Follow-up happens on a schedule instead of depending on who remembers.
- The pipeline can be reviewed honestly, including the enquiries that did not convert.
What was delivered
An enquiry pipeline with statuses and owners, scheduled follow-up sequences, and a weekly review view.
- Pipeline automation
- Scheduled follow-up
- Status tracking
- Review view
Results
This study describes the engagement and the system it produced. Client names are withheld because we do not have permission to publish them, and no performance figures are shown because none have been approved for publication. When a client approves a figure, it belongs here.