Managing customer enquiries efficiently is key to running a successful business. In Fergus, enquiries are processed through different states to help you track and manage them effectively. This guide explains how to action enquiries in Fergus, from when they first arrive to when they are either converted into jobs or marked as completed.
Understanding Enquiry Statuses
In Fergus, enquiries can be in one of four statuses:
To-do
Contacted
Job Created
Rejected
Each status helps you and your team understand the current state of an enquiry and what needs to be done next.
Step 1: Receiving Enquiries (To-do)
When an enquiry is received in Fergus, it is automatically placed in the To-do status. This happens regardless of whether the enquiry was submitted through your web enquiries form by a customer or manually entered by your team.
Accessing To-do Enquiries:
Log in to Fergus.
Navigate to the Enquiries section in the "Home" page.
All new enquiries will be listed under the To-do status.
Reviewing the Enquiry:
Click on an enquiry to view its details, including customer information, the job description, and any notes attached.
You can reply to customers by clicking the Email icon at the top right of the enquiry.
Step 2: Actioning the Enquiry
After reviewing the enquiry, you have several options for actioning it:
1. Contacting the Customer (Contacted)
If you decide to reach out to the customer for more information or to discuss the enquiry, you can manually move the enquiry to the Contacted status.
How to Mark as Contacted:
Open the enquiry you wish to update.
Click on the Mark as Contacted button.
Optionally, add notes about your contact attempt or conversation.
2. Creating a Job from the Enquiry (Job Created)
If the enquiry is ready to be converted into a job, Fergus allows you to do so with a single click. All relevant information from the enquiry will automatically be pre-filled in the new job.
How to Create a Job:
Open the enquiry.
Click the Create Job button.
Fergus will automatically transfer all information from the enquiry to the job.
Review the job details and make any necessary adjustments before saving.
3. Rejecting the Enquiry (Rejected)
If the enquiry is not viable or doesn’t require further action, you can mark it as Rejected.
How to Mark as Rejected:
Open the enquiry.
Click on the Reject button.
Optionally, add a reason for rejecting the enquiry to keep a record.
Step 3: Tracking and Managing Enquiries
Fergus provides a clear overview of all your enquiries, allowing you to track their status at any time.
View Enquiries by Status:
In the Enquiries section, you can filter enquiries by their current status (To-do, Contacted, Job Created, Rejected).
Search and Filter:
Use the search bar and filters to find specific enquiries based on customer name, source, or other criteria.
Follow-Up Tasks:
If an enquiry requires further action later, you can create a follow-up task and assign it to a team member. This ensures nothing falls through the cracks.
Tips for Efficient Enquiry Management
Stay Organized: Regularly review your To-do enquiries to ensure no customer is left waiting for a response.
Use Notes Effectively: Keep detailed notes on all customer interactions within the enquiry. This helps ensure all team members are up to date on the status of each enquiry.
Leverage Job Creation: Take advantage of the one-click job creation feature to streamline your workflow and reduce data entry errors.
By effectively managing enquiries in Fergus, you can ensure prompt responses to your customers, improve job turnaround times, and keep your business running smoothly. Whether an enquiry becomes a job or is marked as completed, Fergus gives you the tools to handle each step efficiently.