- Contact categories
- Separate follow-up route
- Relevant form fields
- Clear button labels
Case study: Audit and assurance
Three doors instead of one for advisory consultations
Everyone interested in advisory consultations was funnelled to one general contact page, whether they had a brand-new request or a question about an existing one.
- Client
- Risk and governance advisory practice
- Region
- Reno, Nevada
- Size
- 9 staff; one locally managed operation
- Timeline
- 15 working days after content approval, including staff review and handover
Before the build
Where the work started
Risk and governance advisory practice in Reno, Nevada: 9 staff; one locally managed operation.
- 01
The starting point
Everyone interested in advisory consultations was funnelled to one general contact page, whether they had a brand-new request or a question about an existing one.
- 02
The problem
When it comes to advisory consultations, subjects told staff nothing. Separating a fresh inquiry from an existing conversation required reading everything, every time.
The build
What we built
The contact page opens with a plain three-way choice and routes each selection appropriately. New inquiries gather business structure, advisory topic and reporting deadline; follow-ups take a shorter form.
Where this lives in the offer
Timeline
15 working days after content approval, including staff review and handover
After launch
What changed
With advisory consultations, messages arrive pre-sorted by the person best placed to sort them: the sender. New business and existing conversations no longer compete for attention in one queue.
In the client's words
The advisory consultations routes mirror the reasons people actually contact us. Our inbox finally reflects reality instead of hiding it.
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Book a demoQuestions about this engagement
01How long did this engagement take?
15 working days after content approval, including staff review and handover.
02What did the work include?
Contact categories, Separate follow-up route, Relevant form fields, Clear button labels. The contact page opens with a plain three-way choice and routes each selection appropriately.
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.