Creating a template & tracking activites

I am wanting to create a template email format where employees have to
populate certain areas before it is forwarded onto our customers. Once it
has been forwarded the customer must then populate other areas and then
return the form. In relation I want them to be able to track the activites
ie be able to see items that have been sent and whether or not the form has
been populated and return by the customer.

I do remember something like this been used at one of my previous companies
but it was probably about 10 years ago, and it might even have been in lotus!

Can anyone help?

Thanks