Handover runbook

How your team runs enquiry routing, and changes it

Prepared for Example Co. dealer network · 13 October 2026

Operated byHead of Sales Operations
Versionv1.0 · 13 Oct 2026
Read this first ifYou are new to the system
Prepared byThe NTWRK delivery team
Runbook · enquiry routing

00Contents

  1. 01What you own2
  2. 02Who runs it3
  3. 03The daily routine3
  4. 04Change a rule4
  5. 05What it still depends on4
  6. 06When something looks wrong5
  7. AAppendix A: definitions6
  8. BVersion history6

01What you own

Everything above is yours: you can open it, change it and appoint someone else to run it.

Runbook · enquiry routing

02Who runs it

TaskWhoWhen
Review held enquiriesSales Manager, each siteDaily, 09:00
Approve a rule changeHead of Sales OperationsAs needed
Check the stock feedOperations analystOn the hourly alert
Quarterly rule reviewHead of Sales OperationsJan, Apr, Jul, Oct

03The daily routine

WhenDo thisWho
09:00Check the overnight load passedOperations analyst
09:15Clear the held listSales Manager, each site
17:00Read the daily summaryHead of Sales Operations

If the load failed, the held list is empty and the queues keep the last good version. Nothing is lost.

Runbook · enquiry routing

04Change a rule

  1. Open the rule file in the repository and copy the rule you want to change.
  2. Edit the copy. Write one line saying why.
  3. Run the test set. It replays the last eight weeks of enquiries.
  4. Send the test report to the Head of Sales Operations for approval.
  5. Publish. The previous version is kept, and a decision record is written.
Reverting takes one step: publish the previous version. The decision record notes who reverted and why.

05What it still depends on

Your cloud account: running costs continueA model provider, named in the scopeThe stock feed from your dealer systemYour CRM, for the site queues
Runbook · enquiry routing

06When something looks wrong

What you noticeWhat it meansWhat to do
The stock feed is more than 30 minutes oldRule 7 holds new-vehicle enquiries for a personOperations analyst checks the feed; site managers clear the held list
A new site opensEnquiries from its postcodes route to the nearest existing siteAdd the site and its hours to the site table; run the test set
A rule routes enquiries to the wrong teamThe daily held list shows a cluster from one ruleThe Head of Sales Operations reverts to the previous version, then changes the rule

Each fix above is written as a decision record, so the next person can trace it.

Runbook · enquiry routing

AAppendix A: definitions

TermDefinition
enquiryA website form, call-back request or email lead with a contact detail
first replyThe first message or call from a person at a site, logged in the CRM
heldAn enquiry the logic will not route without a person
siteA dealership location with its own sales and service desks

BVersion history

VersionDateChangeApproved by
v1.013 Oct 2026Handover versionHead of Sales Operations