How it worked before
Whether someone was starting fresh or following up on touring vehicle requests, the site gave them the identical form to complete.
Routing and follow-up
Existing touring vehicle requests conversations stay findable
When it comes to touring vehicle requests, new business and ongoing conversations sort themselves before staff get involved. Customers with a history are no longer processed as strangers.
- Client
- Self-build camper hire collective
- Region
- Provo, Utah
- Team
- 8 staff
- Timeline
- 10 working days
Where the business started
What it was costing the team
With touring vehicle requests, follow-ups arrived dressed as new business. Staff matched names to old threads before anyone could address the actual question.
What we built
A clearly labeled follow-up path now asks for a reference where one exists, plus the question itself. New requests keep their own route, collecting travel dates, passenger count and intended route, and the two message types arrive under different subjects.
- Existing-request contact route
- Optional reference field
- Separate email subjects
- New-inquiry form
How long it took, and in what order
10 working days after content approval, including staff review and handover.
- Day 0Content approvedThe clock starts once the client signs off the wording for this part of the site.
- In betweenBuilt and reviewedWe build it and the client's own staff review it. The parts: Existing-request contact route, Optional reference field, Separate email subjects, New-inquiry form.
- Working day 10Handed overHandover to the team, with the review included in the count.
What changed
When it comes to touring vehicle requests, new business and ongoing conversations sort themselves before staff get involved. Customers with a history are no longer processed as strangers.
Asking an existing touring vehicle requests contact to re-introduce themselves was always faintly insulting. The separate path fixed it.
Want the same fix on your site?
We will show you how routing and follow-up would work for your fleet, in about 30 minutes.
Questions about this project
How long did this project take?
10 working days after content approval, including staff review and handover. That is 10 working days from the client approving the content to handover. A whole new site launches in 7 to 15 days from the onboarding call depending on the plan.
What exactly was built?
A clearly labeled follow-up path now asks for a reference where one exists, plus the question itself. New requests keep their own route, collecting travel dates, passenger count and intended route, and the two message types arrive under different subjects. The parts used were: Existing-request contact route, Optional reference field, Separate email subjects, New-inquiry form.
Why is the business not named?
The client asked us not to publish its name or web address, so it is described by type and region: a self-build camper hire collective in Provo, Utah. Herbert Whitley, hire desk administrator, is quoted in their own words.
Does this cost extra on top of a plan?
No. Work like this sits inside a managed plan rather than a separate project fee. Plans start at $127 a month, with a $697 one-time build fee invoiced only after the site is live and approved.
More case studies
See what your fleet's site would fix first
Plans from $127 a month, the $697 build fee invoiced only after launch, live in as little as 7 days.