A Simple CRM Workflow for New Website Leads
When inquiries live in a shared inbox, it can be hard to see who replied, which jobs are worth following up on, and which campaign brought them in. A small CRM workflow can give every inquiry a record, a person responsible for it, and a next action.
Collect enough to start a conversation
Ask for a name, an email, and a short description of the request. Add a field only if the answer changes what the team does next. A contractor may need the project location to check its service area. An agency may need to know whether someone is planning a shoot, a website, or a larger campaign. Store attribution in the background when available so the person filling out the form can focus on the request.
Give each stage a clear meaning
- New: An inquiry is recorded and assigned to an owner.
- Contacted: Someone has reached out and set a follow-up date if needed.
- Qualified: The project fits and the prospect has agreed on a next step.
- Proposal sent: The team has shared a scope or estimate and recorded a follow-up date.
- Closed: The team marks the outcome and records the reason when it is useful.
Automate the handoff and give it a fallback
On form submission, create or update the contact, record the new inquiry, assign an owner, and send a notification. Route requests by service or region only when you have a clear fallback owner. Keep separate inquiry records when the same person returns with a genuinely new project. The first reply can reference the visitor’s request and say what they can expect next.
Test the route before spending more on traffic
Submit one lead from mobile, one without campaign data, and one from a repeat contact. Check that the notification arrives and that each inquiry can be traced back to a page or source where possible. Then review time to first response and the share of inquiries that become qualified conversations. Those two measures help you see whether to improve follow-up or revisit the traffic you’re attracting.
Once a lead is ready for a conversation, keep relevant work close at hand. A builder might follow up with a project film that shows the details a prospect asked about. See how ACCL documented those details for Rapid Construction.
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