Handling customer enquiries
From the incoming enquiry through qualification to the answer.
Tell the AI what runs differently at your company and get the adapted process back in seconds. The download gives you BPMN 2.0 XML, ready to import into any BPMS.
How to tell whether the process works
First contact resolution rate, target 70 percent.
5 steps, 2 lanes
Customer service
Customer service
Customer service
Continue with your business address
The full diagram, the process record and the files are reserved for business addresses.
- The complete diagram
- All 5 steps in full
- Goal, scope and trigger
- Inputs and outputs per step
- Every metric with its target
- Risks, opportunities and business rules
- Standards and legal basis
- The BPMN file, ready to import
When this template fits
Who it is for
For companies where enquiries arrive through several channels and nobody can say how many are open. As soon as phone, form and mailbox run side by side, a shared path is needed.
Where it typically stalls
At assignment. If it is not defined who takes which enquiry, it sits with everyone and with nobody. The template makes assignment its own step before any work starts.
What it connects to
Downstream is quoting where there is buying interest, and complaint handling where the enquiry turns out to be a grievance.
Relation to standards
Communicating with the customer and capturing their requirements are ISO 9001 requirements. The template covers both.
What people ask first
Can the template be imported into another tool?
Yes. The file is BPMN 2.0 XML and imports into any BPMS that supports the standard.
May I hand the template out in training sessions?
Yes. All templates are published under CC BY 4.0, so you may print, share and teach with them as long as you credit Procevia as the source.