Capture the enquiry
Create a lead with the contact details and source context your team needs.
CRM · LEADS & PIPELINE
Turn new enquiries
into clear next steps.
Keep lead details, qualification notes and follow-up activity visible to the people responsible for moving each opportunity forward.
Lead capture · Pipeline visibility · Follow-up
CRM AT WORK
A sales process your team can follow
Field Serve gives teams a shared place to track prospective customers and their progress. Use your process to organise opportunities and make ownership and next actions easier to see.
Qualify the opportunity
Record needs, timing, fit and the questions still to answer.
Set the next action
Keep follow-up notes and responsibility connected to the opportunity.
Move it through your pipeline
Update its stage as the conversation progresses and keep the record current.
BUILD A PIPELINE THAT MATCHES YOUR SALES MOTION
Stages should describe evidence, not optimism.
A shared pipeline works when each stage tells the next person what has happened and what needs to be true before the opportunity moves on.
New enquiry
Capture source, contact, company, requested service and the original question. Assign an owner immediately so the first response is not left to chance.
Qualified need
Record the customer’s goal, current situation, decision process, expected timing, budget context and unresolved questions. Separate known facts from assumptions.
Offer in progress
Link the relevant estimate or proposal, state what is included and note who must review or approve it. Use a dated next action for follow-up.
Won, lost or deferred
Close the loop with the outcome and a reason. When won, carry the agreed scope and contacts into delivery; when deferred, record a genuine revisit date.
A MANAGER’S WEEKLY REVIEW
Use pipeline reviews to unblock work.
Review opportunities with no owner, an overdue next action, a stale stage or an expected close date that has passed. Ask what evidence would move the conversation forward, then agree one action and one owner. This makes the pipeline a working queue, not just a month-end forecast.
Use consistent qualification fields across your sales team, but avoid collecting information you do not need. Agree what counts as a qualified lead, when a prospect becomes a customer and what should happen when a contact asks not to be approached again.
Measure the process, not just the headline value
Useful review questions include: how quickly are new enquiries assigned, where are opportunities waiting, which sources lead to qualified conversations, and why are proposals won or lost? Treat reports as a prompt for investigation rather than a guarantee of future revenue.
PIPELINE QUESTIONS
Keep ownership and follow-up clear.
Can we customise stages for our business?
Define a small number of stages that reflect your actual sales process and document the evidence required to advance each one. Confirm the available configuration in your workspace onboarding.
What happens when a lead becomes a customer?
Convert or associate the opportunity with the customer account so the contact, qualification context, offer and outcome remain available to the team responsible for delivery.
Does the pipeline automatically generate leads?
The pipeline manages leads your team records. Any external lead-discovery sources must be separately selected, lawfully configured and reviewed for data quality and contact permissions.