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Use case · B2B manufacturers

Customer requests from intake to resolution

Log a customer request, and follow it from team to outcome

A B2B manufacturer whose customer requests (samples, defects, service, technical questions) each pass through several teams set up a flow that links every request to the customer and deal the moment it arrives, and keeps team assignment, approval and outcome on one record.

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The problem

  1. 01

    Requests relayed team by team

    Reps forwarded requests that came in by email and phone to R&D, quality and service one by one, and customer follow-up slipped.

  2. 02

    Approvals stuck somewhere unknown

    To learn who was holding a free-sample or service-cost approval, reps had to ask again, so they could not give the customer a date.

  3. 03

    Outcomes missing from sales records

    Outcomes lived in team inboxes, so when a customer asked at the next meeting, reps had to dig them up again.

How Trackit solves it

  1. 1

    Customers submit the request form

    A contact at the customer fills in the request web form with their company domain and the request, and a customer request record is created. Requests taken by phone go through the same form, entered by the rep. Record creation starts the workflow.

  2. 2

    The workflow sorts the request and fills in customer, deal and team

    An AI prompt reads the request, picks a type (sample, defect, service or technical question) and sums it up in a line. A create-or-update block finds the company by domain, and a find-records block finds its open deal. Switch picks the team for the type, an update-record block writes these values onto the request, and a create-task block sends the team owner a task and notification.

  3. 3

    Approval and outcome build up on the same request, and the rep is told

    When the team owner sets the status to Awaiting approval, an HTTP request files it through your groupware’s approval API, and the result comes back by webhook onto the same request. When the team writes the outcome and sets the status to Done, the outcome is saved as a note on the deal and the rep gets a task. The approval link works when your groupware exposes an API and webhooks.

Features usedAI WorkflowsWeb formsDataCustomization
  1. TriggerRecord createdA web form request becomes a record.
  2. AIAI promptReads the request and picks a type.
  3. ActionSwitchPicks the team for that type.
  4. ResultUpdate record · Create taskFills customer and team, sends a task.
  5. ResultHTTP requestFiles an approval in the groupware if needed.

What changed

Before TrackitReps relay each request to every team involved
With TrackitThe team is set and gets a task as the request comes in
Before TrackitReps ask the team how far the approval has gone
With TrackitApproval status shows right on the request record
Before TrackitOutcomes are dug up again before the next meeting
With TrackitOutcomes stay on the deal, so meeting prep is quicker

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