“Who’s responsible for this quote?”
In more companies than you’d expect, no one has a clear answer. A customer submits a request. It lands somewhere – in the shared inbox, in a ticketing tool, or forwarded by a project manager. And then… nothing.
The problem isn’t lack of intent. It’s lack of clarity.
When ownership is unclear, follow-up becomes optional. And in sales, optional means forgotten.
What Happens When No One’s in Charge?
The result is painfully predictable:
- Delayed responses – because no one knows who should act first
- Duplicate replies – better two than none… right?
- Frustrated customers – who don’t care about your internal coordination struggles
- Missed opportunities – especially when promising inquiries simply fall through the cracks
And all this happens before anyone even thinks about conversion rates or revenue targets.
How Role Confusion Slows Everything Down
It’s not just about assigning one person to a task. It’s about defining:
- Who owns the initial response?
- Who tracks follow-up?
- Who updates the CRM?
- And who ensures that nothing slips through the net?
Without clear answers, small gaps turn into big revenue leaks.
What Changes When Roles Are Defined
In many projects, the fastest lever for improving aftermarket performance isn’t a new tool – it’s operational clarity.
When roles and processes are clearly mapped, the impact is immediate:
- Faster turnaround times
- Fewer missed follow-ups
- Smoother coordination between central and regional teams
- A stronger sense of ownership across the entire process chain
And when regions work together with clear ownership, cross-border friction drops significantly.
Simple questions like:
- “Which country owns this customer?”
- “Who’s responsible for this region’s follow-up quota?”
finally get simple answers.
The Insight
Aftermarket success is built on speed, precision, and trust.
None of these happen by accident.
A good process isn’t just a software implementation or a set of templates. It’s clarity of roles.
Because when everyone knows what they’re responsible for, customers get faster answers – and your company wins more business.
That’s why Torrentis I always starts with one key question:
Who owns what?
And from there, everything else gets faster.
