Free: identify an initial weakness
The self-reported evaluation may flag a headline weakness in follow-up, ownership or operating repeatability. It does not carry out the enquiry-level investigation or implement a workflow.
Gridward reference guide · Illustrative work plan
Why do enquiries go quiet before becoming sales?
An illustrative, scoped work plan for tracing follow-up gaps and introducing a practical solution—from mapping and evidence checks to configuration, testing, pilot review and handover.
Illustrative work plan. No client data, measured client outcome or universal-method claim.
Start by separating demand from follow-up failure
An enquiry can go quiet because the buyer is not ready, the offer is not a fit, or the handoff and follow-up have failed. Check the record before assuming the answer is more leads or a new CRM. A named owner, an agreed next action and a visible exception route make a workflow testable.
Symptoms to investigate
- Enquiries exist in an inbox or form tool but not in the working customer record.
- Nobody owns the next action, especially during absences.
- Follow-up has no due date, or overdue work is invisible.
- The reported funnel counts duplicate, incomplete or incomparable records.
The problem and the questions to answer
Enquiries may be lost between first contact and follow-up. The issue could sit in how sources connect, how records are kept, how ownership is assigned, how staff cover absences or how overdue work is noticed. This example shows a possible work plan for finding the evidence and introducing an agreed solution.
It is a public illustration, not an actual client result, a completed audit or a blanket commitment. The recent period, sources, tools, team, measures and deliverables would be agreed for the particular business.
How the three offerings connect
Paid: investigate and recommend within scope
Agreed review may draw on mapping, record checks, staff confirmation and workflow planning in steps 1–4. The agreed inputs and depth of evidence review determine what is included in the evaluation package. The findings and practical action plan can inform a separately scoped implementation.
The go-to-market evaluation focuses on one agreed initiative and one defined customer segment within it. We confirm the scope, required inputs and deliverables with you before payment.
Implementation: build, test, introduce and hand over
Configuration, testing, pilot introduction, team training and handover in steps 5–8 are examples of separately agreed implementation work. Workflow design may span review and implementation depending on the proposal. The CAD $2,500 evaluation fee does not automatically include all eight steps.
An eight-step work plan with concrete outputs
Map every agreed enquiry entry point
Map how website, email, phone and referral enquiries enter the business. Record where each source lands, who receives it, where it is recorded and how an owner is assigned. Confirm the current process with the people doing the work.
Deliverable: Current-process and owner map showing the agreed entry points, recording locations, recipients and owner assignment.
Match enquiry records to the evidence
For an agreed recent period, match enquiry records to CRM entries and communication timestamps. Record arrival, assigned owner, first response, next action, handovers and current status. Explicitly mark missing records, missing timestamps and other data gaps rather than treating them as proof of a completed action.
Deliverable: Enquiry-level evidence of tracking and follow-up gaps, with missing data clearly marked.
Trace the delayed or unassigned enquiries
Follow the trail for enquiries that were delayed or left unassigned. Check for missing notifications, unclear ownership, duplicate records, absent backup cover and missing due dates. Confirm the apparent causes with staff and distinguish supported findings from assumptions.
Deliverable: Evidence-backed failure points and causes, plus remaining questions where the evidence is incomplete.
Agree how the workflow should operate
Agree enquiry stages, required fields, the responsible owner and backup, response targets, follow-up and escalation rules, and the definitions of completed, lost and open. Confirm responsibilities and realistic operating rules with the people who will use them.
Deliverable: An agreed workflow, responsibility model and operating rules.
Configure the agreed tools and connections
Configure agreed fields, assignment, tasks, reminders and overdue views in the existing tools. Add only the source connections included in the scope. Document what was configured, how records move and where staff must take action.
Deliverable: A documented working workflow in the agreed tools, with scoped source connections.
Test normal handling and exceptions
Test normal enquiry handling, duplicates, missing details, an unavailable owner and overdue follow-up. Verify the resulting records, assignments, notifications and history. Record the test results, correct the issues found and retest the affected cases.
Deliverable: Recorded test results and corrections for the agreed handling and exception cases.
Pilot, compare and adjust
Pilot an agreed team or channel. Compare response times, unassigned enquiries and overdue follow-up with the agreed baseline. Inspect exceptions and adjust the workflow where the evidence supports a change. Record remaining gaps as well as what improved or did not improve.
Deliverable: A measured pilot review, including remaining gaps and agreed adjustments. No result is assumed in advance.
Train the team and hand over daily ownership
Train the team on daily work and exception handling. Document the process, assign the ongoing owner and establish the review routine. Confirm where the playbook lives, who maintains it and how unresolved issues are escalated.
Deliverable: A practical playbook and handover with ongoing ownership and a review routine.
Define success and the limits before the work
The baseline, response targets, pilot boundaries and review measures are agreed for the business. Missing evidence remains visible; a new workflow is tested before its results are assumed. No percentage improvement, revenue gain or universal applicability is claimed here.
Both paid offerings begin with a conversation, confirmed suitability, scope, inputs, participation, deliverables and fee, followed by explicit agreement and payment before delivery. For implementation, responsibilities, milestones and review cadence are also agreed.
If you proceed with a 90-Day Implementation Engagement, your $2,500 evaluation fee is credited toward the agreed implementation cost.
International online delivery
Serving clients internationally online. Client-site visits are possible by arrangement.
Suitability, participation and delivery arrangements are confirmed for the agreed scope.
Measure the route, not just the total lead count
Before a pilot, agree the time window, eligible enquiry definition and a source-of-truth register. The workflow lead can track capture completeness, time to the first human response, overdue next actions, unassigned cases and progression to an agreed sales stage. Compare similar sources and customer types; inspect individual exceptions as well as averages.
A faster response does not establish causation or guarantee a sale. Small samples, changing demand, missing records and different lead quality can distort comparisons. This example contains no measured client improvement.
References and limits
- Salesforce: set up assignment rules — documents criteria-based assignment to a user or queue and a catch-all rule. A vendor-specific example of ownership and fallback, not a requirement to buy Salesforce or a conversion claim.
- GOV.UK: setting performance metrics — links measures to purpose, hypotheses, data and context. Its public-service guidance supports the measurement discipline, not commercial outcome predictions.
These sources support the mechanisms described, not Gridward performance claims or an endorsement. The investigation and work plan are Gridward’s proposed approach and must be agreed for the business.