Workflow Automation / Liniya Prava
A clear route from enquiry to the responsible team
Website forms, service context, CRM records and staff notifications were connected so enquiries could enter an accountable follow-up process.
Legal-services firm October 2024–June 2025
The starting point
A legal-services firm already had a website, advertising, social accounts and a CRM. The gaps were between them. Service pages overlapped, contact details were outdated and an enquiry could reach a mailbox no longer monitored by the right person.
The approach
The project traced the entry points from a customer's first contact to the staff member responsible for responding. Correcting that route came before treating a larger enquiry count as evidence of new demand.
Website forms were connected to the CRM with the service and campaign context. The administrator received a notification, while qualification and follow-up rules gave each enquiry a place in the working process. Contact details were corrected and the team introduced source recording for calls and messages.
The surrounding website work supported the same route. Related services were grouped, campaigns led to relevant pages and useful articles linked to the next appropriate service. A clearer consultation offer explained what the customer could expect after submitting a form.
What changed
The practical change was a connected handoff: the relevant page, an enquiry record, a notification and a person responsible for the next action. Reporting could then follow enquiries toward consultation and agreement.
- 01Capture the enquiryService and campaign context
- 02Record and notifyCRM record · staff notification
- 03Assign the next actionA responsible team member
An illustration of the process described in this project account.
Project context
Better capture made previously unrecorded contacts visible. More CRM entries therefore do not necessarily mean more customer demand. This was a business-process integration project; no AI model is claimed to have been required or deployed.
Based on a project account supplied by BlueRock’s owner.
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