When an SMB opens a second branch, the points where context can be lost also multiply. A customer asks a question at one location, makes a purchase at another, and later looks for the person who first assisted them. If each team keeps its own version, contradictory answers and unassigned pending tasks arise. Sharing context requires agreeing on how to identify the customer, record their requests, and hand off follow-up when another branch becomes involved.
Define what belongs to the customer and what belongs to the case
The customer record should contain the information needed to identify them and review their relationship with the business. Each request, on the other hand, needs its own follow-up: reason, owner, current status, and next step. Separating these two levels helps prevent a new visit from being mistaken for the creation of a new customer.
Agree on a search criterion before creating contacts. It may include the phone number or email address the person has already provided, along with a name check. When there are uncertain matches, review the record before continuing. Do not assume that two similar names belong to the same person, and do not create another record just because service began at a different branch.
Establish a minimum shared context
Anyone who resumes a request should understand it without asking the customer to repeat the entire story. To achieve this, define a consistent way to write notes. Include facts, confirmed agreements, and pending matters. Personal opinions about the customer and details that do not help serve them should be left out.
- Qué solicita el cliente y cuál es la referencia relacionada.
- Qué sucursal recibió el caso y cuál debe continuar el trabajo.
- Qué información se verificó y qué falta por confirmar.
- Qué se comunicó al cliente, incluyendo fechas acordadas.
- Quién conserva la responsabilidad y cuál es el siguiente paso.
A note such as “already handled” requires investigation. A specific note could say: “The order was reviewed. Availability with the north branch still needs to be validated. Andrea will consult the person responsible and respond to the customer at the agreed time”. In this hypothetical example, the date and time would be recorded only after confirming that the commitment is feasible.
Make the change of responsibility explicit
Sending a message to another branch does not guarantee that someone has accepted the pending task. Agree that the current owner continues the follow-up until an identified person confirms receipt of the case. The handoff must include the summary, the necessary references, and any commitment that has already been communicated.
Hypothetical example: a furniture store receives a request at the central branch to adjust a purchase made at the south branch. The person assisting the customer locates their record, reviews the history, and records the new request. They then hand the context over to the appropriate owner. Before promising a visit date, that owner validates available capacity and confirms the next step.
Review pending tasks between branches with a brief routine
Establish a review time for cases that require participation from both locations. First review those with upcoming commitments, uncertainty about who should act, or information pending from a branch. Each case should end the review with a concrete action and an owner, even if a definitive solution does not yet exist.
It is also useful to agree on coverage for absences. The backup person needs authorized access to the context and must know the current commitments. If everything depends on personal messages or on the memory of the person who first assisted the customer, the operation will remain fragile even if a shared tool exists.
Use Onix Board to bring together work information
Onix Board includes a CRM for contacts, tags, segments, and histories, as well as centralized conversations and tickets for requests. These features can support a common way to record and consult the work of the branches. Define with the team what information each role needs and review the corresponding permissions before expanding access.
For people who move between locations, Onix Lead offers mobile access to contacts, tickets, and conversations connected to the workspace. Before incorporating it into the routine, test the real process: locating a contact, consulting the necessary context, and continuing a request. Maintain the same recording criteria from every service point.
Checklist for coordinating your two branches
- Se busca el contacto existente antes de crear otra ficha.
- Cada solicitud tiene un responsable y un siguiente paso.
- Los compromisos confirmados quedan visibles para el equipo autorizado.
- El relevo incluye una confirmación de recepción.
- Hay cobertura para ausencias y revisión de casos compartidos.
Do you want to connect the work of your branches? Request information at https://onixboard.com/contact and share how you currently serve your customers. Onix Board can help you explore shared management of contacts, conversations, and requests with clear responsibilities.