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About the client
The client is an automotive dealer group running new and pre-owned sales alongside an active service business. Their leads arrived from marketplace listings, website enquiry forms, inbound calls, WhatsApp, and showroom walk-ins — but each channel landed somewhere different. A generic off-the-shelf CRM had been bolted on, yet it knew nothing about vehicles, test drives, trade-ins, or finance timelines, so most of the real selling process still happened outside the system.
52%
Higher Conversions
4 hrs
Faster Response
2.3×
More Test Drives
Automotive Dealer Group
United States
Automotive
Problem Statement
Leads were plentiful but leaky. Marketplace enquiries sat unread in a shared inbox overnight, phone leads were noted on paper, and walk-ins were only recorded if a rep remembered. With no single lead queue and no enforced follow-up cadence, the group was paying for demand it never converted — and had no reliable way to tell which channels or reps actually produced sales.
Leads Lost Between Channels
Enquiries from marketplaces, the website, phone, and walk-ins landed in separate places with no shared queue or ownership.
No Follow-Up Discipline
Reps chased hot leads and quietly dropped everything else — most prospects were never contacted more than once.
Test Drives Booked Ad Hoc
Scheduling depended on rep availability and memory, so confirmed test drives were frequently missed or double-booked.
No Attribution or Forecast
Management could not see cost per lead by source, rep conversion rates, or a credible pipeline forecast for the month.
Key Challenges
The Solution
Ouranos Technologies built an automotive-native CRM designed around how cars actually get sold. Every lead — whatever the channel — lands in one queue with an owner and an SLA clock. The system understands vehicles of interest, trade-ins, finance status, and test drives, and it drives follow-up automatically instead of relying on rep memory. Managers get live pipeline, source attribution, and rep performance across the whole group.
Key Results
Conversion Gains
- Unified lead queue with SLA timers raised lead-to-sale conversion by 52%.
- Automated multi-touch follow-up recovered prospects that previously went cold.
- Test drive bookings rose 2.3x with instant online and in-store scheduling.
Sales Team Productivity
- Reps start each day with a prioritised task list instead of a shared inbox.
- One-tap call, SMS, and WhatsApp logging removed manual note-taking.
- Trade-in valuation and finance status live on the same lead record.
Management Control
- Source-level attribution shows true cost per sale for every marketing channel.
- Live pipeline and weighted forecast replaced end-of-month guesswork.
- Rep and location leaderboards make coaching conversations data-driven.
Our Approach
01. Lead Audit & Journey Mapping
- Traced every inbound lead source and where each one leaked
- Sat with reps through live enquiries, test drives, and closes
- Defined the SLA and follow-up cadence the group would commit to
02. Automotive-Native CRM Design
- Modelled vehicles of interest, trade-ins, and finance stages as first-class data
- Designed a single prioritised lead queue with ownership and escalation
- Built manager views for pipeline, attribution, and rep performance
03. Integrate, Roll Out & Coach
- Connected marketplace feeds, website forms, call tracking, and WhatsApp
- Migrated historic customer and enquiry records with de-duplication
- Rolled out location by location with floor coaching and weekly reviews
Key Modules
Omnichannel Lead Capture
- Marketplace, website, call tracking, WhatsApp, and walk-in intake
- Automatic de-duplication against existing customer records
- Round-robin assignment with SLA timers and escalation
- Full contact timeline across every channel
Test Drives & Vehicle Interest
- Online and in-store test drive booking with confirmations
- Vehicle of interest linked to live inventory availability
- Trade-in capture with valuation notes and photos
- Finance stage tracking from application to approval
Follow-Up Automation
- Multi-touch sequences by lead temperature and vehicle interest
- Templated SMS, email, and WhatsApp with one-tap send
- Task reminders that resurface stalled leads automatically
- Post-sale and service reactivation campaigns
Technologies Used
- Frontend: React.js + TypeScript with a mobile-first showroom UI
- Backend: Node.js + PostgreSQL with event-driven automations
- Integrations: marketplace lead feeds, call tracking, WhatsApp Business API
- Infra: AWS (ECS, RDS, CloudFront) with role-based access control
Automotive Dealer Group
Client Thoughts
We were never short of leads — we were short of a system that made sure someone actually called them back. Now every enquiry has an owner and a clock on it, the follow-ups happen whether or not anyone remembers, and I can finally see which channels are worth the spend.
Automotive Dealer Group Team
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