Keep the key details together
Record the customer name, contact details, service requested and source of the enquiry. Add clear notes so another team member can understand the conversation.
Give every enquiry a next step
Use a small set of statuses such as New, Contacted, Proposal sent and Closed. Assign responsibility and a follow-up date so enquiries do not depend on memory.
Review before automating
Identify repeated tasks and agree how they should work before connecting tools. Test reminders and handoffs so automation supports your process.