Keep the essential context
Agree which information makes an enquiry actionable: contact details, the service requested, the challenge and the next step. Ask for what the team will use, and avoid collecting information without a reason.
Give every enquiry an owner
Decide who reviews new enquiries and how they hand over a conversation. A simple pipeline with clear ownership can be more useful than a complicated tool that nobody maintains.
Choose the workflow before the software
Map the process first. Then decide which parts need a CRM, a connection between tools, or a clearer team habit. Technology should support the way the team intends to work.