Intent:
    Match the highest skilled person with the most complex project so as not to waste the highly skilled people with the less than complex jobs. The Routing Stage matches the project with its correct internal counterpart, allowing contacts to receive service or information without waiting on senior management that may be working on a large project. The duration of time can then be tailored to the level of contact.

Benefit:
    Allows us to budget our resources for the things that most profit us. It also allows us to match people’s needs with resources we can respond appropriately with.

Definition
    Directing the contact into one of several venues that best meets their present need. New or previous interaction would allow us to direct the contact. Routing is an intelligence system whether it is directing the contact to restitution for new contacts or an existing contact. An existing contact routing might direct the contact to a specific employee relationship, or to a specialist familiar with whatever phase of the process the contact is in; planning, bidding, job, after market relationship, or even new referral business.