Quote and enquiry handling in sales and service

The starting point

An enquiry arrives, and the search begins: who is the customer, what was last discussed, which terms apply, and which products fit? The response is pieced together from emails, CRM entries, price lists and experience. Depending on workload, this takes hours or days, and quality depends on who happens to have time.

What the controlled workflow looks like

1. Intake: The enquiry is identified and matched to the right case or customer.
2. AI step: Relevant history, terms and suitable items are brought together. A response or quote draft is prepared, with a source for each statement.
3. Checkpoint: The draft is never sent automatically. The person responsible reviews, adjusts and approves it.
4. Result: A faster, consistent response, documented in the system of record.

What becomes measurable

Typical baseline measures are the time from receipt to response, the number of open enquiries and the follow-up query rate. We record these before building and compare them after introduction, together, against the agreed baseline.

Prerequisites

• Access to the mailbox or intake channel and the relevant knowledge sources (CRM, price lists, product data).
• Defined approval rules: what may be prepared, and what must always be decided by a person?
• A team willing to review drafts instead of writing from scratch.

Where this workflow is not a good fit

For highly individual project business without recurring patterns, structuring knowledge sources often helps more than automating drafts. That, too, is a possible outcome of the AI Opportunity Check.