- Existing-request contact route
- Optional reference field
- Separate email subjects
- New-inquiry form
Case study: Multi-partner firms
A shorter route back for advisory consultations follow-ups
New inquiries and follow-ups on advisory consultations shared one form. Returning contacts had to pretend to be strangers.
- Client
- Procurement advisory consultancy
- Region
- Worcester, Massachusetts
- Size
- 15 staff; one locally managed operation
- Timeline
- 10 working days after content approval, including staff review and handover
Before the build
Where the work started
Procurement advisory consultancy in Worcester, Massachusetts: 15 staff; one locally managed operation.
- 01
The starting point
New inquiries and follow-ups on advisory consultations shared one form. Returning contacts had to pretend to be strangers.
- 02
The problem
Day to day with advisory consultations, customers re-entered details we already held, and we spent the first minutes of each reply reconstructing context.
The build
What we built
Returning contacts get a short form asking for any reference they hold and their question. New inquiries still gather business structure, advisory topic and reporting deadline on their own route, and the subjects make the two instantly distinguishable.
Where this lives in the offer
Timeline
10 working days after content approval, including staff review and handover
After launch
What changed
For advisory consultations, continuing conversations are identifiable without opening the message. Existing customers skip the intake they already completed.
In the client's words
Someone checking on advisory consultations should not have to introduce themselves from scratch. The separate follow-up option simply makes more sense.
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Book a demoQuestions about this engagement
01How long did this engagement take?
10 working days after content approval, including staff review and handover.
02What did the work include?
Existing-request contact route, Optional reference field, Separate email subjects, New-inquiry form. Returning contacts get a short form asking for any reference they hold and their question.
03Can a accounting or professional services firm get the same work done?
Yes. Every feature this engagement relied on is included on every plan, from Practice up.
04Why is the client not named?
Clients are identified by type and region only, on purpose. The quote on this page is the client's own, published with their permission, and nothing on the page is invented.
Your firm's version of this fix
A live walk-through of the pages, the inquiry flow and the handover your firm would get, and which plan carries them.