Enquiries Module

The Enquiries Module is used to manage and track all customer enquiries, including technical questions, feedback, requests for quotes (RFQs), and general service or product inquiries.

Enquiry Tracker View

The Enquiry Tracker displays a searchable table-style tracker that lists all active enquiries. This is what you you see when selecting Enquiry from the sidebar menu.

See Tracker Views for tips on using and configuring the view.

Add Enquiry - Complete Guide

This complete guide covers all ways to create Enquiries in E2E. Enquiries are typically created to manage customer questions and requests effectively. Common scenarios include logging support requests, capturing feedback, or tracking sales inquiries.

Method 1: Add Enquiry from Customer View

1. Go to Customers → select a specific customer
2. Click "Log Enquiry" in the Actions panel
3. Complete the enquiry form and save This is the preferred method as it will automatically associate the enquiry with the selected customer.

Method 2: Add from Enquiry Tracker

1. Navigate to the Enquiry Tracker
2. Click "+ Add"
3. The Customer Name field must be filled in, either by selecting an existing customer or adding a new one.
4. Complete the enquiry form and save

Exporting Enquiries

Users with export permissions can download all enquiries as a CSV file by clicking the ‘Export’ button at the top of the tracker view.

• Export rights are managed under User Permissions & Roles in the Admin Panel.

Enquiry Detail View

The Enquiry Detail View displays details of the enquiry such as customer information, enquiry type, status, and any notes or attachments. Toggle the Edit switch to edit the enquiry details.

Mandatory Fields & Customization

• Fields marked with a red asterisk must be completed before saving.
• Additional enquiry fields can be modified or removed by navigating to Settings > Modules > Configure Module View.
• Custom input options can be set under Settings > Reference Lists for enquiry types and status options. Once saved, the enquiry will:
• Appear in the Enquiries Tracker View as a new entry.
• Be linked to the Customer Profile, creating a hyperlinked record for quick access.
• Be logged in the Storyline, ensuring a historical record of customer interactions.

Requesting a Proposal from an Enquiry

Users can request and add a proposal directly from an enquiry by clicking the ‘Request Proposal’ button in the Actions card.

• This will pre-populate the proposal with relevant enquiry details, ensuring all necessary information is included.
• The proposal will be linked to the enquiry, allowing easy navigation between the two records.
• Users can also add additional notes or comments to the proposal before saving to log the new enquiry. This is the preferred method for creating proposals as it ensures all relevant information from the enquiry is included in the new proposal.

Updating Enquiry Status

To manually change the status of an enquiry:

• Use the Actions Panel on the enquiry record.
• Select ‘Add to Story’ and enter a comment explaining the status update. Automatic Status Changes Certain enquiry statuses update automatically based on system workflows:
• If an enquiry is converted into a Proposal, its status may change to Closed, Quoted, or another predefined status.
• Automatic status transitions can be modified by user or by contacting IPGN Solutions.

KPI & Analytics Section

At the bottom of the Enquiries Module, users will find Key Performance Indicator (KPI) cards providing real-time insights on enquiry trends. The KPI section can be customized by:

1. Navigating to Settings > Modules < Charts.
2. Enabling or disabling the KPI card view.
3. Modifying displayed data points under:

• Configuring KPI Views
• Configuring KPI Charts Across Modules Pop-up KPI Cards can also be configured to provide dynamic updates when certain enquiry thresholds are met.

Enquiry flow into Proposals

If an enquiry progresses into a formal proposal:

• Relevant data is automatically transferred to the Proposal Module.
• Users do not need to manually re-enter the enquiry details.
• The customer hyperlink remains active, allowing quick navigation between the enquiry and the associated proposal as well as customer. This integration reduces data entry time and ensures a smooth workflow between initial customer enquiries and formalized business proposals.

Customising Enquiries

Users can customize the Enquiries Module to better suit their business needs:

• Customize the types of enquiries they handle by modifying the reference lists: Navigate to Settings > Reference Lists > Enquiry Type to configure the available options.
• Modify the fields displayed in the Enquiry Tracker View, or add or remove fields or columns, change field types, and set mandatory fields by navigating to Settings > Modules > Configure Module View
• Adjust the reference lists for enquiry types and statuses under Settings > Reference Lists. From here you can modify or add status options and determine which status options set the enquiry record as active or inactive (archived).
• Configure the KPI section to display relevant metrics by navigating to Settings > Modules > Charts.
• Enable or disable specific KPI cards and modify the data points displayed.