Why website enquiries get lost — and how a CRM fixes it
Many company websites have a contact form, yet when the owner asks "how many customers came from the website?", nobody has a precise answer. Enquiries arrive and then vanish. There are usually four reasons.
1. Enquiries land in a shared inbox
The form emails info@. Sometimes nobody checks that inbox; sometimes the message goes to spam. Fix: the enquiry should land directly in the CRM as a lead, with an instant notification to the responsible person.
2. Nobody knows who should reply
Three people see the enquiry and each thinks someone else will call. Fix: in the CRM every lead has an owner and a follow-up task. If it is overdue, the manager sees it.
3. The reply comes too late
Enquiries answered within the first hour are far more likely to turn into a sale. A day later the customer has already called a competitor. Fix: push notifications to the phone, Telegram or WhatsApp alerts.
4. Results are not measured
How many enquiries became sales, which service gets the most interest — nobody knows. Fix: the lead → deal → payment chain in the CRM and a report by source.
Website and CRM in one system
On SBT Web sites every form is connected to SBT CRM:
- form → a lead in the CRM, source "website", with the service of interest;
- a task and a notification for the responsible employee;
- the Telegram bot and the WhatsApp button write to the same CRM;
- at month end — how many enquiries came from the site and how many became sales.
Website and CRM together — both subscriptions get 20% off.
