
What is Enquiry Management System ?
An Enquiry Management System (EMS) is a software solution designed to handle, track, and manage customer inquiries and communications efficiently. It is commonly used by businesses, educational institutions, and service providers to streamline the process of managing inquiries from potential customers, clients, or students. Here are the key features and benefits of an Enquiry Management System:



Features of Enquiry Management System
Capture Inquiries
The EMS captures inquiries from various channels such as emails, phone calls, website forms, social media messages, and live chats. It consolidates all incoming inquiries into a centralized platform for easy management.
Tracking and Monitoring
The EMS tracks the status of each inquiry throughout its lifecycle. This includes monitoring when the inquiry was received, its current status (e.g., pending, in progress, resolved), response times, and any notes or interactions related to the inquiry.
Routing and Assignment
Upon receiving an inquiry, the EMS may automatically route it to the appropriate department or personnel based on predefined rules. For instance, technical inquiries may be directed to the support team, while sales inquiries may go to the sales department.
Integration
Integration with other systems, such as CRM software, email platforms, and knowledge bases, enhances the functionality of EMS and ensures seamless data exchange between different business applications.