CRM Management
No leadforgotten inyour own CRM
Dealership CRM management is the work of keeping the system you already own accurate and actually used: merging duplicate records, assigning every lead to a person, building the follow-up cadences that fire automatically, working the aged records nobody has called, and reporting on what really happened. We do this inside your existing CRM. We do not sell you a new one and we do not take your data.
Most dealerships do not need better software. They need someone to use the software they are already paying for.
01What we do
Six jobs, done continuously
None of this is a project with an end date. A CRM goes back to being a mess the month somebody stops maintaining it.
- 01
Clean the records
Duplicates merged, dead numbers flagged, source and vehicle fields corrected. Without this, every report downstream is fiction.
- 02
Route every lead to a person
No unassigned records, no lead sitting in a shared inbox that is technically everyone's job and therefore nobody's.
- 03
Build the follow-up cadences
The call, text and email sequence that fires automatically, so follow-up does not depend on who remembered.
- 04
Work the aged records
The leads that went quiet weeks ago. Already paid for, rarely touched after attempt two, and routinely the cheapest sale in the building.
- 05
Mine for equity and service
Customers near payoff, in positive equity, or coming in for service who are quietly ready to upgrade.
- 06
Report what really happened
Contact rate, set rate, show rate and sold rate, pulled from the CRM rather than assembled to look good.
02The honest starting point
What we usually find
Almost every store we look at has the same four things wrong, and almost none of them are the CRM's fault.
The average dealership is sitting on more unworked opportunity in its own database than it will buy in leads this quarter.
The four we expect to find
- Duplicates. The same customer three times, so nobody can see the history and the follow-up looks stalkerish or absent.
- Unassigned leads. Records with no owner, which means no one is accountable for calling them.
- Cadences that stopped. A sequence somebody built two years ago that quietly broke and nobody noticed.
- Reporting nobody trusts. Numbers that do not match what the GM saw happen, so decisions get made on instinct instead.
What we do about it first
What we do about it first
We start with the aged records rather than the cleanup, because the cleanup takes weeks and the aged list produces appointments in days. You should see something come back before you have paid for a finished project. Then the hygiene work runs underneath, so that by the time the reporting matters it is telling the truth.
03The difference
Managed or left alone?
We do not sell CRM software and we take no commission from anyone who does. The system you are on stays the system you are on.
Keep reading
Where to go next
- Outsourced BDC and appointment settingThe people who make the calls the CRM tells them to make. These two work best together.
- Automotive leads explainedWhy the aged records already in your CRM usually beat anything you can buy this month.
- BDC best practices and phone scriptsThe cadence and scripts the CRM should be enforcing, written out in full.
Questions
Common questions
Ask us anything else on a free call. No obligation.
It is the ongoing work of keeping the system your store already owns accurate and actually used. That means deduplicating and correcting records, making sure every lead is assigned to someone, building the follow-up cadences that fire automatically, working the aged records nobody has touched, and producing reporting that matches what really happened. It is not buying you a new CRM.
The common dealership platforms, including VinSolutions, DealerSocket, eLead, Dealertrack and ProMax. We work inside the system you already pay for. If you are on something less common, the work is the same and we will tell you on the call whether we can get in and do it properly.
No, and we would push back if you suggested it. Switching CRM is a large, disruptive project that most stores undertake hoping it will fix a process problem. It rarely does. The system is almost never the reason follow-up stopped happening.
Merging duplicate customer records, flagging disconnected numbers and dead email addresses, correcting vehicle and source fields so reporting means something, and closing out records that have been sitting open for a year. Unglamorous, and it is the reason most dealership reports do not match the manager's instinct about the month.
Looking through your existing customer base for people whose position has changed enough to make an upgrade realistic: loans near payoff, vehicles worth more than the balance owed, leases coming to term. These are buyers you already earned once, and they are consistently cheaper to sell to again than anyone you can advertise to.
Yes, entirely. It stays in your CRM, in your account, under your ownership. We work inside it and we do not export your customer base, resell it, or take it with us if we stop working together. If a partner is not clear about this, ask them again.
The cleanup is usually a few weeks depending on how many records there are and how bad the duplicates have got. The reactivation work starts producing appointments before the cleanup is finished, because the aged records worth calling are identifiable early. You should not have to wait for a finished project to see anything.
User accounts in your CRM at whatever permission level you are comfortable with, and usually a read-only view of your reporting. We do not need admin rights on day one and we do not need your DMS. Start us narrow and widen it if you decide you want to.
07Next step
Ready to sellmore cars?
Let's discuss how we can help your dealership generate more qualified appointments and increase vehicle sales.
No obligation. No jargon. Just a conversation about where your dealership is losing sales.