Map the current handover
Write down where the enquiry arrives, who reads it, where it is recorded and how the next action is decided. Notice repeated copying, missing information and periods where nobody is responsible. Ask the people doing the work what goes wrong.
Capture enough, once
A short first enquiry can collect the essential problem and contact details. Carry any existing context forward instead of asking the customer to repeat it. Give the record a source, owner, stage and next action that the team can find.
Plan the failure path
An alert can fail even when an enquiry is safely recorded. The process should make the saved record visible, flag the missing notification and allow someone to respond manually. Test realistic exceptions before relying on a workflow.
Keep judgement with a person
Rules can assign a record or prepare a response. A person should handle ambiguity and important commitments. Start with one bounded workflow and compare the time, response consistency and quality before expanding it.