1. Map the path from a Denham Springs inquiry to the next action
Your service area may include Denham Springs and other parts of Livingston Parish, but the city’s population estimate is not a substitute for an intake map. Begin with the ways a prospective client can contact the firm: website form, call, chat or video intake. Then document what happens after each type of inquiry. Does the information become a CRM record? Is a case type identified? Does someone receive an assignment and deadline? Does the person receive a response or a consultation option? Bosseo describes Automation as a way to move leads from a website into a CRM and case-management system, with information logged, tagged, routed and followed up. The relevant decision is therefore operational: which path should be connected, and which decisions must remain with your staff?
Recommended approach
Bring one current intake path to the consultation and identify its first five handoffs. Ask Bosseo to distinguish existing behavior from a proposed automated path, including the point at which a human must review the inquiry.
