Harbour Clinic
Review non-clinical brief
Jamie1 day
121 CRM feature · Lead scoring
Use transparent criteria to prioritise enquiries while keeping fit, risk and judgement with people. The capability is described from official product evidence; its availability, configuration and any usage charges for a particular 121 account still need to be confirmed before reliance.
Fictional product demonstration
This coded interface uses realistic fictional data to explain the operating pattern; it is not a screenshot of a live customer account.
Northstar Joinery
FictionalKnow what needs to happen next
See each opportunity's stage, owner and next action in one view.
Harbour Clinic
Review non-clinical brief
Field & Form
Assign an owner
Bramble Studio
Call · Thu 11:30
Oakfield Homes
Site visit · Fri
Marlow Works
Decision due Friday
Hill & Co
Reason recorded
How it helps
Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.
Adds structured fields to supported record types so a business can capture information it actually needs.
Applies controlled labels that can support filtering, workflow entry and operational categorisation.
Routes a record through different configured steps when relevant data or events differ.
Represents a potential sale or deal linked to a contact, value, owner and pipeline position.
Builds reusable contact views from saved filters and relevant record conditions.
Use it with purpose
A fictional training company gives priority to enquiries with a confirmed team size, relevant course and near-term date, then asks a person to review the result. The useful outcome is a record that another person can understand and continue, not simply another automated event.
Choose observable facts that relate to the next decision, such as service fit or timing.
Show why a record was prioritised and avoid sensitive or proxy characteristics.
Let a person correct incomplete data and contextual exceptions before important treatment.
Configuration decisions
A credible setup begins with ownership, eligibility and exception decisions. Those choices should be written in plain English and tested with realistic fictional data.
Document what raises, lowers or blocks priority and why each rule is appropriate.
Avoid treating an unanswered field as a negative fact.
Check whether the method systematically overlooks valuable or vulnerable enquiries.
From configuration to daily use
The second view shows how the capability connects to work a person can review and continue.
Enquiry received
Capture source and customer
Acknowledgement
Set a clear response expectation
Human review
Check fit, consent and exceptions
Owner assigned
Name the person responsible
Follow-up due
Remind the owner, not the customer blindly
Practical example
A fictional training company gives priority to enquiries with a confirmed team size, relevant course and near-term date, then asks a person to review the result. The example shows the role of the CRM while keeping the consequential decision with a person.
Marta provides team size, topic and preferred month.
Relevant course and timing raise operational priority.
A coordinator checks fit and missing context.
A discovery call is offered; the score is not shown as certainty.
Boundaries and checks
Product capability is only one part of a dependable process. Data quality, provider configuration, consent, permissions and staff cover still matter.
121 does not claim a particular scoring package is enabled.
Scores can amplify poor data and biased assumptions.
A prioritisation score is not evidence that someone will buy or is suitable.
Questions about this page
No. The underlying capability is evidenced in official product documentation, but 121 plan entitlement, sub-account configuration, connected providers and usage charges have not been assumed. Confirm the intended setup before relying on it.
Start with three decisions: choose positive and negative criteria, set missing-data treatment, review outcomes. Then test ordinary, missing-data and exception cases with fictional records.
Measure whether the intended customer work becomes visible and owned. For this page, review define useful signals, keep criteria visible, use a human checkpoint rather than treating clicks, sends or record counts as proof of business value.
No. A prioritisation score is not evidence that someone will buy or is suitable. Automation can coordinate repeatable steps, while people remain responsible for judgement, exceptions, consent and correcting the record.
Continue the journey
Delegate the work. Keep the human.
Subscribe through the approved secure checkout, or review pricing and responsibilities before you decide.
121 CRM
Your customers. Your conversations. Your business. Organised around clear ownership and human decisions.