# How do you tell that enquiries are being lost when everything looks fine from outside? | Illia BizTech

> Customers say at meetings that they wrote, and nobody remembers the email. There is no single place where enquiries collect.

Source: https://illia-biztech.de/en/forum/woran-merkt-man-dass-anfragen-verloren-gehen-wenn-von-au-en-alles-normal-aussieht

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# How do you tell that enquiries are being lost when everything looks fine from outside?

Customers say at meetings that they wrote, and nobody remembers the email. There is no single place where enquiries collect.

* ##### Asked by  
LoyalRelay856
* ##### Asked on  
June 4, 2026

I have a feeling we are losing enquiries and no evidence for it.

The form on the site works and emails apparently arrive. There is a phone too, and some people ring. Sometimes, though, a customer says at a meeting that he wrote to us, and nobody remembers that email. We have no dedicated place where everything collects; whoever sees it first answers.

How do you establish whether we are really losing anything or whether this is imagination?

#### Answers

![Portrait of Illia Belichenko, technical specialist at Illia BizTech](/_ipx/f_webp,q_75/https://cms.illia-biztech.de/uploads/small_Illia_Belichenko_author_81f88864f0.png)

##### Illia Belichenko

✓ Accepted answer June 5, 2026 

The simplest way is to compare two numbers for the same month. How many form submissions the website recorded, and how many enquiries actually reached the person who answers them. The difference is the loss. While nobody brings those two numbers together, the loss is invisible, because each individual only sees their own slice.

The typical places enquiries vanish: the email went to spam, it went to the mailbox of somebody who has left, it arrived in a shared inbox where nobody feels responsible, or it came at the weekend and sank under the rest of the post. The second signal is response time. If some enquiries are answered within an hour and others after three days, there is no common place for them to land, and some are bypassing the process. Fixing it usually needs no CRM. One place where every enquiry lands, and one person who watches that nothing sits there unhandled, is enough. A CRM comes later, when more enquiries arrive than fit in one head.

What the path from form to the responsible person looks like is set out at length in [a separate article](https://illia-biztech.de/en/blog/after-form-submission).

##### 

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**Topics** 
* enquiries
* CRM