Start with the work between the tools.
Discuss intake, coordination and connected workflows for your organisation.
Describe the flow
Where does a request begin? Who needs to act? What information moves between people or systems? Describe one bounded workflow and the cost of its present difficulties.
Check what already exists
The useful answer may be an existing tool, a configuration change, a clearer process or a focused integration. Custom software should have a reason grounded in the work.
Define a project
If a build is appropriate, agree the outcome, integration access, security and data requirements, delivery scope and operating arrangement. Use a general example in the first enquiry and agree a suitable channel before sharing confidential material.