Enquiry tracker.
One row per enquiry, every channel, every outcome. The single source of truth for the firm's pipeline — what's coming in, who owns it, how fast we responded, and what happened.
A working enquiry tracker with realistic sample rows, ready to clone. 13 columns covering channel, source, owner, response time, outcome, and fee value.
Practice managers and intake owners running the firm's pipeline from a single queue. Pairs with the 'single inbox for every new enquiry' playbook.
Enquiries getting lost between channels. Partners asking why conversion looks bad without being able to see where it's actually leaking. The 'we should have followed up on that one' moment after the prospect's gone elsewhere.
| Date | Channel | Name | Matter type | Source | Owner | Status | Response (h) | Outcome | Fee £ |
|---|---|---|---|---|---|---|---|---|---|
| 22 Apr | Phone | J Henderson | Conveyancing | Past client | SM | Instructed | 2 | Won | £2,400 |
| 22 Apr | Web form | Brook Ltd | Commercial | RK | Instructed | 4 | Won | £8,500 | |
| 23 Apr | N Walton | Family | Website | LD | Declined | 3 | Declined - referred | — | |
| 24 Apr | Phone | A Patel | Conveyancing | Past client | SM | Lost | 8 | Lost - price | — |
| 25 Apr | Web form | Reid Holdings | Commercial | RK | In qualification | 2 | — | — |
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Setup
- Open the CSV in Sheets or Excel. Save a copy with your firm's name.
- Constrained dropdowns: Channel, Status, and Outcome all benefit from data-validation lists. The vocabulary is in the bottom rows of the CSV.
- Connect the inputs: website form → adds a row; reception logs phone calls; the main inbox feeds in via a rule. See building a single inbox for every new enquiry for the channel routing.
The weekly review
Friday afternoon, 15 minutes. Five questions:
- How many enquiries this week, by source?
- Median first-response time? (Target: under 4 hours.)
- Anything still In qualification or Awaiting clientfor > 5 days? Chase or close.
- Conversion this week (instructed ÷ total decided) — vs the same week last month?
- Anything to feed back into qualification (a recurring objection, a referrer dropping off)?
Monthly aggregation
Pivot table by source. Volume, conversion %, average fee, and median first-response time per source. Three months in, patterns surface — some sources convert at 60%, some at 10%; some have £8k average fees, some £1k. Where you put your relationship time follows the data.
Don't over-engineer
Tempting additions to resist: scoring leads, multi-stage status taxonomies, segmentation by partner. Past 50 enquiries/month or 25+ fee earners, dedicated intake software starts to earn its seat. Below that, the spreadsheet beats half-adopted CRM tools.
Notes from other operators.
Comments on what worked, what didn’t, and where this piece missed the mark. All comments are moderated before they appear — we’re looking for substance, not noise.
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