A pipeline is a shared view of work in progress. It is useful when each stage describes something observable, such as a new inquiry received or a quote presented, rather than a vague sense that a prospect is interested.
What to understand first
Write a short definition for every stage and identify the event that moves a record forward. Keep follow-up dates separate from stage names. Include clear outcomes for closed, not proceeding, and unable to contact records.
Questions and trade-offs to consider
A pipeline should reflect the agency’s actual process, not force every customer into the same path. Keep service requests distinct where they require different ownership, urgency, and reporting.
A practical next step
Review recent records with the team. If staff disagree about a stage, make its definition clearer or simplify the pipeline before adding more categories.
Take the next step
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