Lumary DC - This article explains how to capture information about a potential client during an initial enquiry.
An enquiry is a key opportunity to gather information about a potential client. The system helps you to capture details about the person making the enquiry and the person who requires services. It can also capture how they heard about your organisation. If the prospect becomes a client, the outcome section can be used to convert this information into a client record.
To begin capturing an enquiry:
- Click on the Enquiries tab.
If you can't see this tab, you may need to check under the More drop-down list or click on the App Launcher nine dot grid and search for enquiries.
- This will open a list view of enquiries. Click on the New button.
This will launch a New Enquiry form. To help guide you through the form, we've divided the instructions into the form's different sections. These are:
- General Enquiry
- Enquirer's Details
- Client Demographics
- Additional Demographics
- Client Contact Details
- Funding & Service Information
- Source Information, and
- Referral Outcome Details.
We've also explained what happens when you click on Save to create the enquiry record.
General Enquiry
The following table explains the fields in the General Enquiry section.
| Field | Purpose and use |
|---|---|
| Date Received | A popup calendar where you can either:
|
| Is the Enquirer the Client? | Use this to show if the enquirer is making the enquiry on their own behalf or for someone else. What you choose will affect what you can capture in the Enquirer's Details section. |
Enquirer's Details
If the enquirer is the potential client and you selected Yes, you won't need to fill in this section. The Enquirer Info field will direct you to move onto the Client Demographics section.
If you selected No, add in the name and contact details of the enquirer.
The following table explains the key field in this section.
| Field | Purpose and use |
|---|---|
| Relationship with the Client | If someone other than the potential client is making the enquiry, use the drop-down list to show their relationship to the client. |
Client Demographics
The key part of the Client Demographics section is the capture of the client's name. It's important to make sure that this is the name of the potential client, especially if someone else is making the enquiry on their behalf.
| Field | Purpose and use |
|---|---|
| Client's First Name | Must be the first name of the potential client. This field may be used to create the client's record. |
| Client's Last Name | Must be the last name of the potential client. This field may be used to create the client's record. |
Other fields in this section will capture key information about the client. The fields in your environment will depend on your business's funding and reporting requirements and processes.
Additional Demographics
The Additional Demographics section captures additional information that may affect the client's communication and requirements for care. It also includes fields that are required for some statistical and reporting obligations. The fields in your environment will depend on your business's funding and reporting requirements and processes.
If your environment includes the Sensory Assistance field, this field uses multiple pick lists. To make a selection, click on the option in the Available list and click on the arrow to move it to the Chosen list. You can select as many options as your potential client requires.
Client Contact Details
The Client Contact Details section captures information about ways to contact the client. It includes fields for their mobile phone number, email address, or other phone number.
The following table explains the key field in this section.
| Field | Purpose and use |
|---|---|
| Preferred Communication Method |
If you make a selection from the Preferred Communication Method drop-down list, you'll also need to fill in the corresponding contact field. For example, if your potential client prefers to be contacted by email, you'll need to include an email address in the Client's Email field. |
Funding & Service Information
The Funding & Service Information section captures information about:
- the type and amount of funding the potential client is eligible to use to fund services
- where they are in the process of acquiring funding, and
- what type of services they're requesting.
Several fields in this section use multiple pick lists. To make a selection:
- click on the option in the Available list,
- and click on the arrow to move it to the Chosen list.
Select as many options as apply to your potential client.
Source Information
The Source Information section captures details about the origin of the enquiry.
The following table explains key fields in this section.
| Field | Purpose and use |
|---|---|
| How did you hear about us? | Captures how the potential client or their representative heard about your services. |
| Source of Enquiry | Captures how the enquirer made the enquiry. For example, by telephone, email or in person. |
Referral Outcome Details
The Referral Outcome Details section captures information about the outcome of the enquiry. Some of the selections in this section create additional records. Depending on your business processes, you may leave this section blank and fill it in once the enquiry has been assessed.
The following table explains the purpose and use of some of the key fields.
| Field | Purpose and use |
|---|---|
| Enquiry Outcome |
This drop-down list captures the outcome of the enquiry. Some options will make other fields in this section mandatory. For example, selecting Referred to Another Service Provider requires the completion of the Referred to Service Provider field. Other options will create additional records when you save the enquiry. For example, Converted to Client creates a client record. Some options will be specific to your business's processes and reporting requirements. |
| Referred to Service Provider |
Mandatory if the Enquiry Outcome field is set to Referred to Another Service Provider. Use the search field to locate the service provider, or click on the New Account option if you need to add a new service provider. |
| Enquiry Summary |
This is a free-text field where you can add a brief summary of key information about the enquiry. |
| Outcome Details |
This is a free-text field where you can add any additional information to explain the outcome of the enquiry. |
| Assigned To |
This field can be used to assign a worker who has a user accounts to this record. |
| Client |
Search the Client field to check whether the client already has a client record in your environment. If not, leave this field blank. It will auto-fill with the client's name if the enquiry is converted into a client. |
Save and create the enquiry record
- Once you've filled out as much of the form as you can, click on the Save button to create an enquiry record.
Clicking on Save will take you to your new enquiry record.
To edit the enquiry record, click on the:
- Edit button at the top of the record. You may need to click on the drop-down arrow to find it
- pencil icon at the end of one of the fields
- drop option on a section under the Related tab and select New, or
- text link on a record listed under one of the sections under the Related tab.
If you chose to convert to client, you'll be able to navigate to that record by going to the Referral Outcome Details section and clicking on the client's name in the Client field. Otherwise, you can add more information about the client to the enquiry record until you have an outcome.