Situation
A project-based exhibition design and build firm winning work on craft and referrals. Enquiries arrived steadily, but the first structured response took days and the offer took weeks, prepared by whoever had capacity.
Constraint
Slow speed-to-lead, a long enquiry-to-offer path, and no clear follow-up ownership. Every enquiry started a small negotiation about who would handle it.
What we did
- Built lead routing, so every enquiry lands with a named owner on arrival.
- Named follow-up owners with a service level for first response.
- Structured the offer process as one chain from enquiry to offer, with stage gates.
Outcome
Speed-to-lead cut from 10 days to 1 to 2 days. The full enquiry-to-offer path came down from 10 to 15 days to 5 to 7.
Anonymised by sector · Client names withheld · These results reflect combined work