Put the next action in the right hands
How we help
A shared inbox can hide urgent cases while several people chase the same lead. Moving a message into a CRM does not solve the problem unless the team agrees who owns it, what counts as progress and when another person takes over.
BrownBag turns your sales and service routines into routing and follow-up rules. We define the information needed to assign work, connect the approved triggers and make stalled or unassigned items visible. The scope focuses on team action; system-to-system customer data connections can be planned alongside it.
Discuss this service →The work, step by step
How the work is handled
Agree queue and ownership rules
Review enquiry types, customer segments and staff responsibilities. Set the initial owner, reassignment conditions and the information needed before a case can move to another team.
Configure follow-up and escalation
Build the agreed routing, reminders and state changes. Include working hours, completed-case suppression and a fallback queue when a rule cannot identify a suitable owner.
Review the team’s daily workload
Test duplicate submissions, absent owners and reopened tickets. Walk through the resulting queues with staff and establish a short review of overdue, unassigned and repeatedly transferred work.
Clear handover
What you receive
- Lead and ticket ownership matrix
- Configured routing and follow-up workflows
- Exception and escalation test scenarios
- Queue review and rule-maintenance guide
Start the conversation
Prepare your brief
These details help us scope the work:
- Current enquiry types and pipeline or ticket stages
- Team roles, working patterns and escalation contacts
- Examples of missed, repeated or poorly routed follow-ups
Your questions, answered
Can sales and support use different rules?
Yes. Sales qualification and customer support often need different queues, statuses and follow-up timing. We map their handoff explicitly so a customer does not have to repeat the same information.
Will every enquiry be assigned automatically?
Rules can assign cases with sufficient information. Ambiguous or incomplete enquiries should enter a visible triage queue, with an owner responsible for deciding their next step.