Give every worthwhile enquiry a clear next step
We map what happens from the moment an enquiry arrives to the next meaningful action. Then we fix the missing ownership, disconnected inboxes or follow-up gaps, using your existing tools or ReplyOS where it fits.
Service 02
No 17040048
Starter scope
£1,500
Fixed price for one enquiry journey
Covers one journey and up to two supported channels. Licences, message costs and bespoke integrations are stated separately.
Who it is for
- Businesses that get enquiries by phone, email, forms or messaging and are not sure which ones get answered, by whom, or how quickly.
- Owners who suspect enquiries are being lost but cannot see where.
- Teams with several inboxes or tools and no single place that shows what happened to each enquiry.
What the work covers
Tracing one journey end to end
We follow a single type of enquiry from the moment it arrives to the next meaningful action: a booking, a quote sent, a call back or a clear no. Along the way we note every handoff, every inbox it might land in and every point where it waits for someone. The trace uses your own recent enquiries, including ones that were lost, because the gaps rarely show up in a description of how things are supposed to work. The written map that results is often the first time everyone involved has seen the whole journey on one page.
Ownership at every step
Most lost enquiries are not ignored on purpose. They sit in a shared inbox where everyone assumes someone else has them, or they arrive while the person who usually answers is away. We agree a named owner for each step, and a fallback for when that person is not available, so someone is always accountable. Ownership is set up in the tools so it is visible, not just written in a document: each enquiry shows who has it, and if nobody acts, it moves to the next person.
Response and follow-up rules
We agree with you what a reasonable first response looks like for your business, and what happens when an enquiry goes quiet. That covers how quickly someone should reply in and out of hours, what an automatic acknowledgement may say, how many follow-ups are sent and when an enquiry is closed as lost rather than left open. The rules are written in plain language first and set up second, so your team understands them and can challenge them. Speed matters, but a clear rule that is kept beats a fast one that is not.
Joining up the channels
Enquiries arrive by phone, email, web form and messaging, and each channel tends to have its own inbox and its own habits. Within the starter scope we set up the agreed rules across up to two supported channels, so an enquiry is handled the same way wherever it starts. We use your existing tools where they can do the job. Where the journey genuinely needs one shared thread across channels, ReplyOS is an option, and we explain the trade-off so you can choose. You are never obliged to buy it.
Tracking what became of each enquiry
Every enquiry in the journey ends with a recorded outcome: booked, quoted, won, lost, stalled or not a fit. That sounds simple, but many businesses cannot say what happened to last month's enquiries without someone searching inboxes. With outcomes recorded, you can see where enquiries stall, which channel needs attention and whether follow-up is actually happening. We do not turn those outcomes into revenue estimates. Where an outcome cannot be verified, we say so, because a report built on guesses is worse than an honest gap.
Testing the awkward paths
Before handover we send test enquiries through every path we have set up, deliberately including the difficult ones: a message at 11pm, an enquiry sent to the wrong address, a missed call with no voicemail, a customer who never replies. For each, we check that it reaches an owner, gets the agreed response and ends with a recorded outcome. Anything that slips through is fixed and tested again. The test list is part of the handover, so you can rerun it whenever staff, tools or opening hours change.
Where enquiries get lost
These are illustrations of the kind of work, not client results.
Missed calls and unanswered messages
A missed call or out-of-hours message gets an immediate acknowledgement, is assigned to a named person, and is chased if nobody acts. Example only.
Quote requests that go quiet
A quote request is logged, followed up on a set schedule, and marked won, lost or stalled so you can see what is happening. Example only.
Acknowledged but never answered
A form submission triggers an automatic reply, but nothing guarantees it reaches a person. We add the missing handover and a check that it happened. Example only.
What you get
We use your existing inboxes, phone system and CRM where we can. ReplyOS is an option where the journey needs a shared thread across channels, but it is not required and you are never obliged to buy it.
- 01A written map of one enquiry journey, from first contact to outcome, showing where it currently breaks.
- 02Named ownership at each step, with response and follow-up rules agreed with you.
- 03Setup of the agreed rules across up to two supported channels.
- 04Outcome tracking, so you can see what became of each enquiry.
- 05Handover documentation and an explanation of any recurring charges.
What changes
- Every enquiry in the journey has a named owner and a fallback.
- Out-of-hours messages and missed calls get an acknowledgement and a person, not silence.
- Follow-up happens to an agreed rule rather than when someone remembers.
- You can see what happened to each enquiry without searching through inboxes.
How it runs
- 20-minute fit call, then a fixed price of £1,500 for one journey.
- One enquiry journey across up to two supported channels.
- Written journey map and response rules agreed before setup.
- Test enquiries through every path before handover.
- 30-day check-in to review outcomes together.
What you supply
- Access to the inboxes, forms and phone or messaging tools involved.
- A sample of recent enquiries, redacted if needed, including some that were lost.
- Agreement on who owns each step and what a reasonable response time is for your business.
Limits
- One journey and up to two supported channels per starter scope.
- We cannot make people reply or turn every enquiry into a sale. We make sure each one has an owner and a next step.
- We do not promise recovered revenue. Where we cannot verify an outcome, we say so rather than estimate it.
- A 30-day check-in is a review of how it is working, not unlimited development or 24/7 support.
How it works
- 01
Scope
A 20-minute fit call covers the enquiry journey, volumes, channels and who currently handles what. You receive a fixed quote.
- 02
Build
We set up ownership, response rules and follow-up in your tools, or in ReplyOS where that is the better fit.
- 03
Test
We send test enquiries through every path, including the awkward ones: out of hours, wrong channel, no reply.
- 04
Hand over
You receive the working setup, the documentation and a way to see outcomes. We review it with you at 30 days.
Where this comes from
Evidence from our own work
ReplyOS, our own product, handles enquiries from first message to outcome for dental and aesthetics practices. The same thinking applies to other enquiry-led businesses. This is evidence from our own product, not a client result.
Read about revenue leakageWhere it fits
Enquiry recovery is often a first engagement in its own right; once the journey holds, clients tend to automate the next workflow, monitor what runs, or check whether AI assistants recommend them at all.
Questions before you start
How much does enquiry recovery setup cost?
£1,500 for one enquiry journey and up to two supported channels. Licences, message costs and bespoke integrations are stated separately in the quote.
Do we have to use ReplyOS?
No. We use your existing tools where they can do the job. ReplyOS is offered only where a shared thread across channels is genuinely the better answer.
Will this bring back lost revenue?
We cannot promise that. What we can do is make sure each enquiry has an owner, a response rule and a tracked outcome, so you can see what is being lost and where.
Is this only for dental practices?
No. ReplyOS is built for dental and aesthetics practices, but this service applies to any business that takes enquiries. Dental examples exist because that is where our product is deepest.
What is the next step?
Describe how enquiries reach you today in the contact form. If it looks like a fit, we arrange a 20-minute call and send a fixed quote.
Does an AI reply to our customers?
Only if you want it to, and only within rules you agree. Many journeys need no AI at all, because clear ownership and follow-up close most gaps. Where an automatic reply or draft helps, we agree what it may and may not say, and a person takes over beyond that. Customer messages must also respect UK GDPR, as amended by the Data (Use and Access) Act 2025, and we work alongside your advisers on that.
Can we add more channels or journeys later?
Yes. The starter covers one journey and up to two supported channels. Further channels or journeys are scoped and quoted separately, and they extend the map, ownership and rules already in place rather than starting again.
How do we know it is still working after handover?
Through the outcome tracking. Each enquiry in the journey ends with a recorded outcome, so you can see whether enquiries are being owned, answered and followed up. We review those outcomes with you at the 30-day check-in, and the test list lets you recheck every path yourself whenever staff or tools change.
Tell us what needs to work better.
Describe the process and the tools involved. If it looks like a fit we will arrange a 20-minute call.