1
Map the enquiry path
Identify where the customer asks, what information staff need, and where the response currently slows down.
For Hong Kong service teams
Turn customer enquiries into clear next steps.
Pellex reviews how enquiries come in, how staff hand them over, and where follow-up is being missed. We then build a small, practical workflow that fits your existing inbox, forms and team habits.
Start with one workflow: intake, appointment requests, FAQ drafts, or follow-up reminders.
Problem
Most teams do not need more software. They need a cleaner handoff.
In appointment-based businesses, missed revenue often comes from simple operational gaps: enquiries spread across channels, unclear ownership, and no consistent next step after the first reply.
Common gaps
- WhatsApp, email and website forms are checked separately
- Staff repeat pricing, opening hours and booking questions
- After-hours enquiries lose momentum by the next day
- Shift handover depends on memory or scattered notes
A better workflow
- Collect only the details staff need to respond
- Summarise each enquiry into a staff-ready note
- Draft responses from approved information only
- Make the next action visible to the team
Approach
Small workflow improvements, delivered as a pilot.
We avoid broad transformation projects. The first engagement focuses on one enquiry path, one team handoff, and one measurable operational improvement.
2
Create safe templates
Prepare approved questions, response drafts and boundaries so staff stay in control.
3
Pilot the handoff
Connect the summary to email, Google Sheets, CRM, or your existing front-desk process.
Example
Example: clinic and dental enquiries
A patient asks about booking a check-up. Pellex does not give medical advice; it collects admin details, organises the request, and prepares the handoff for staff.
Customer enquiry
Website, email or WhatsApp message arrives.
Basic details
Name, contact, preferred time, language and enquiry type.
Staff summary
Key details and suggested next action in one note.
Human response
Staff confirm appointment options, policy and professional information.
Pilot
Start with a focused review, then decide whether to build.
The review gives you a practical view of what can be improved, what should stay manual, and whether a pilot is worth doing.
Workflow review
Free / first review
- Review one enquiry or follow-up workflow
- Identify quick operational fixes
- Suggest safe templates and handoff points
- Recommend whether a pilot is worthwhile
Implementation pilot
HKD 2,000–10,000 / after scope
- Build one usable intake or follow-up workflow
- Keep human approval for sensitive decisions
- Provide documentation and handover
- Connect to email, Sheets, CRM or existing tools
For clinics and healthcare: Pellex supports admin intake, appointment details and approved FAQ drafts only. It does not diagnose, recommend treatment, or replace professional judgement.
Have one enquiry workflow worth reviewing?
Send one example: what customers ask, how your team replies today, and where follow-up slows down. We will tell you if it is worth improving.