Turning manual enquiry handling into an automated quote-to-email pipeline

The challenge

GM Building Consultants relied on a manual process to handle building inspection enquiries from start to finish. Every enquiry that came in had to be picked up, logged and managed by hand, with a quote then put together and sent out individually for each one.

That manual approach was time consuming at every step, and prone to the kind of errors that come with repetitive, hands-on work. When something was missed or entered incorrectly, it meant rework, and rework meant time lost that could have gone toward the next enquiry.

With enquiry handling and quoting taking up so much manual effort, the business owners had less capacity to focus on running and growing the business itself, or on the client relationships that mattered most.

Our approach

1. 01

   Mapping the enquiry and quoting process

   We reviewed how GM Building Consultants' enquiries were currently received, logged and managed, and how quotes were put together and sent, to understand exactly where the manual process was costing the most time and introducing the most risk of error.

2. 02

   Building the automated intake and management flow

   We built an automated process on SharePoint, Power Apps and Power Automate that receives incoming enquiries and manages them through to completion, replacing the manual logging and tracking with a consistent, repeatable flow.

3. 03

   Automating quote generation and delivery

   We built automated quote generation into the same flow, so a quote can be produced and submitted by email without the manual, request-by-request effort the business relied on previously.

The outcome

GM Building Consultants can now process and address enquiries far more efficiently than the previous manual approach allowed, with the time previously spent on each individual request significantly reduced.

The automated process gives the business confidence that each request is being handled correctly and consistently, cutting out the rework that came from manual errors and strengthening the service and relationship clients experience.

With enquiry handling and quoting running automatically, the business owners now have the freedom to concentrate on running the business and working with clients, rather than being tied up in manual processing.