This seems to contradict what you have already described. Your three-option service decision cannot be what initiates a quote unless you already know the customer will require one. If you did not know that, you would simply proceed with either the Engineering or Consultation paths. Since you already know a customer is one of the 4% who require quotes, I’m just suggesting you start there as place for Reception to record information. That first version of the quote will not be adequate for good pricing or approval, but you can give it to the Specialist for the next step.
Your specialist currently begins with incomplete information on a sales order and adds detail as a quote is created. With my suggested revision, the specialist will begin with incomplete information on a quote and edit it to add detail. Same task, but on a form with a different title. Then, if accepted, that form can be copied to a sales order.
This is only backwards from your current process. But you started this thread looking for a change because your current process is not efficient. Most businesses quote, then take a sales order (if used), then invoice.
This statement does not make sense to me. You already said a specialist was needed to make a quote. If high-quality, sensitive data cannot end up in the quote, why do you need a specialist? How can you create a quote without the necessary information?
What is the risk, then? If you are worried about a potential customer taking your quote to a competitor, who would then have necessary information to perform the service without the expense of diagnosing a problem, do not give the customer the most detailed version of the quote. Do this instead:
- Begin with a rough quote from reception, with the same information as on a sales order.
- Have the Specialist edit the quote with necessary detail and pricing.
- Clone the quote (remember, quotes have no financial impact).
- Edit the clone to remove risky data you don’t want the customer to see.
- If the customer accepts the quote (from the clone), copy the original quote to the sales order.
- Delete the clone, if you don’t need it for anything.