Standardizing intake runbooks across regional service territories.

The problem

Across multiple Arizona service territories, each office handled web inquiries and phone leads differently. Some leads were entered into the CRM immediately, while others sat in personal email inboxes when staff were on job sites—creating blind spots in weekly leadership reviews.

What changed

ZiaFlow deployed a standardized Lead Capture & Follow-Up Sprint across all regional landing pages and intake forms.

• Unified intake schema capturing service category, territory, and urgency on every submission
• Automated routing rules assigning each inquiry to the designated territory owner with backup escalation
• A plain-English Operator Runbook defining triage SLAs, exception recovery, and status updates

The outcome

Leadership now reviews one consistent intake and disposition log across all territories, with clear accountability for every inquiry from first contact to scheduled estimate.