Starting point
Following up on facility walkthroughs meant starting over. The website had no concept of a continuing relationship.
Case file FWS-CS-1717 of 20Grounds and landscaping
Separate doors for new and returning facility walkthroughs contacts
What changed
When it comes to facility walkthroughs, the team can distinguish a continuing conversation from a new request without opening the message. Returning contacts have a shorter path that skips the full intake.
File card
- Client
- Industrial estate facilities contractor
- Region
- Stamford, Connecticut
- Team
- 14 staffone locally managed operation
- Timeline
- 10 working daysafter content approval, including staff review and handover
- Features
- 4 used
01Before
Where it started, and what was in the way
The problem
With facility walkthroughs, follow-ups arrived looking like new business. Staff played archivist, hunting the original thread, before anyone addressed what the customer was asking.
02Build
What we built
A labeled follow-up route asks for any reference the customer holds and their question. New requests keep the full form collecting property use, floor area and service schedule, and the two streams arrive under distinct subjects.
- 01Existing-request contact routeEnquiries into your CRM
- 02Optional reference fieldEnquiries into your CRM
- 03Separate email subjectsEnquiries into your CRM
- 04New-inquiry formEnquiries into your CRM
03Timeline
How long it took
Start
Content approved
10 working days
Finish
Staff review and handover
As recorded for this project: 10 working days after content approval, including staff review and handover.
04After
What changed afterwards
When it comes to facility walkthroughs, the team can distinguish a continuing conversation from a new request without opening the message. Returning contacts have a shorter path that skips the full intake.
In the client's words
For facility walkthroughs, the follow-up path respects that a conversation already exists. Re-introducing yourself to a website was always absurd.
Next step
Want your walkthrough requests to arrive like this?
Book a 30-minute demo and we look at how inquiries reach your team today. Plans from $137 a month, the $797 build fee invoiced only after launch.
05Queries
Questions about this project
How long did this project take?
10 working days after content approval, including staff review and handover.
Which parts of the site did the work use?
Existing-request contact route, Optional reference field, Separate email subjects, New-inquiry form. They sit within enquiries into your crm, which every plan includes.
Why is the client not named?
Case studies on this site identify each client by type and region only, here a industrial estate facilities contractor in Stamford, Connecticut. The quote is from Prudence Falmouth, client services manager, published with permission.
Could the same work be done for our company?
Yes, if it fits how your inquiries arrive. Plans run from $137 a month plus a $797 build fee invoiced only after launch. Book a demo and we look at your current site with you.
06Cross-reference
Related case files and services
More case files
- FWS-CS-19A tested fallback for facility walkthroughs contactBusiness park maintenance company, Knoxville, Tennessee
- FWS-CS-01Making the first response to facility walkthroughs countBlock management and facilities firm, Provo, Utah
- FWS-CS-02A phone-friendly route into facility walkthroughsPublic building maintenance contractor, Burlington, Vermont
Services behind this work
- Facilities management website developmentCustom-coded website development for facilities management companies: fast pages, structured service level data and CRM-connected enquiry forms.
- Facilities management website designA custom-coded website for facilities management companies, built around a documented service level ledger instead of generic service copy.
- Websites for grounds and landscapingA grounds and landscaping contractor serving commercial accounts needs a site that reads accurately across every season, with snow and ice management as prominent as mowing and planting.
Close of file
See it built for your service lines
A live walk-through, on your screen, from $137 a month plus a $797 build fee invoiced only after launch.