Connect Dealer Revenue & Customer Operations Desk. The lead is answered while it is still warm.
An internet lead is worth most in the first few minutes and very little by Monday. Connect works the enquiry desk continuously — answering the lead the moment it lands, on the channel the buyer used, qualifying it, offering a test drive slot, chasing the ones that go quiet, and keeping the customer's history from the sale through service and into the next vehicle.
Leads answered outside showroom hours, on phone, WhatsApp or email
Price, part-exchange and finance kept behind your approval
The customer record survives from enquiry into service
A Sunday-night lead on one vehicle
Internet lead arrivesPortal, website form, WhatsApp or the showroom line
Answered immediatelyMinutes, not the next working morning
Customer identifiedMatched to a buyer you may already know
Qualified in conversationUse, timing, part-exchange, budget shape
Test drive offeredAgainst the slots the showroom actually keeps
Numbers gatedPrice and part-exchange wait for a person
Follow-up scheduledThe quiet lead is chased, not forgotten
Remembered into serviceThe record outlives the sale
Every step above is a real action in the product, written to the customer's record. The documentation names the screen each one lands on.
THE BUSINESS PROBLEM
The enquiry window is minutes. The showroom is open forty hours.
A buyer enquires at four dealers in one evening. The order they hear back in is most of the decision, and it is decided by who was staffed, not by who had the better car.
The after-hours lead
Internet enquiries land in the evening and at the weekend, which is exactly when nobody is on the desk. After-hours leads wait until the showroom opens, and by the time a salesperson opens the portal two other dealers have already called.
Losing on response time, not on stock or price.
The call that rang out
Everyone is with a customer, the phone rings through to voicemail, and the caller does not leave a message. There is no record that a buyer tried, so nobody rings back.
An enquiry that never existed on paper.
The lead that aged
A buyer who was "looking in a couple of months" is worth a call in a couple of months. Nobody has a diary that survives three busy weekends, so the aged pipeline is worked when it is quiet — which is when nobody is buying.
Pipeline that is only worked in the wrong weeks.
The customer who came back and was a stranger
They bought from you three years ago and serviced with you twice. The new enquiry arrives on a fresh form, and the conversation starts as though none of it happened.
Repeat business treated as cold business.
None of this is a discipline problem. It is what happens when time-sensitive enquiries arrive continuously and the people who answer them work in shifts.
THE CONNECT WORKFLOW
From the first click to the next vehicle.
The chain a dealership actually runs, worked continuously — and stopping at every number that is yours to decide.
01
Internet lead
Hover, tap or tab any part.
An enquiry from a portal, your own website form, WhatsApp or the showroom line arrives on the desk and is matched to a customer record — a returning buyer if you have one, a new one if not.
emailphonewhatsapp
02
Immediate response
Hover, tap or tab any part.
Answered in minutes, at 9pm on a Sunday as readily as at 11am on a Tuesday, from the vehicle and policy knowledge you approved. If a call rings out, the callback is created as a scheduled action against that number rather than left to whoever notices the missed call.
phonewhatsappemail
03
Phone, WhatsApp or email
Hover, tap or tab any part.
The conversation continues on whichever channel the buyer chose, and moves with them when they switch. One customer, one thread of history, three ways in.
phonewhatsappemail
04
Qualification
Hover, tap or tab any part.
Intended use, timing, budget shape, part-exchange, finance interest and whether they have driven one — captured as structured fields on the record rather than buried in a thread. Anything that would amount to advice on finance is asked about, not answered.
phonewhatsappemail
05
Test drive
Hover, tap or tab any part.
An appointment is offered against the slots the showroom actually keeps, confirmed on the buyer's channel, and reminded before the day. A no-show becomes a follow-up rather than a gap in the diary.
phonewhatsappemail
06
Follow-up
Hover, tap or tab any part.
Every live lead carries a scheduled next action, and an aged lead carries a later one. The buyer who said "after the summer" is contacted after the summer, with what they said in the spring already in front of the conversation.
phonewhatsappemail
07
Sale
Hover, tap or tab any part.
Price, part-exchange valuation, finance figures and any commitment on a delivery date wait for a person — always, and by default. Connect prepares the conversation around them; it does not put a number on the vehicle.
emailphone
08
Service
Hover, tap or tab any part.
The same customer record carries into aftersales: booking a service, reminding when one is due by your own schedule, and answering the questions that come between visits.
phonewhatsappemail
09
Retention
Hover, tap or tab any part.
Time since purchase, service history and the things they said they wanted next become the reason for the next conversation — prepared from the record you hold, and sent under the same approval rules as any other outbound message.
phonewhatsappemail
The loop does not restart at the sale. A service booking in year two opens with the test drive in year one attached to it, because it is the same record.
EMAIL · PHONE · WHATSAPP
Buyers enquire everywhere at once. The desk answers everywhere at once.
The same buyer will fill a portal form, then message WhatsApp, then ring the showroom. That is one person, and Connect treats it as one.
Email
Portal enquiries and your own sales@ and service@ addresses, connected with the provider's own authorisation. Threads are read, understood and answered in context, and land on the customer's record whichever address they arrived at.
Portal and website enquiries answered from the mailbox they land in
Replies grounded in the vehicle and policy knowledge you approved
Drafts held for approval when your rules say so
Send evidence kept for every message that leaves
Phone
Inbound calls answered when the showroom is busy or closed, and outbound follow-up calls placed on the leads that are due one — with transcript and summary written back to the same record.
Answers when the desk is with a customer or shut
Interruptible conversation, not a menu tree
An unanswered call becomes a scheduled callback, not a lost enquiry
A salesperson can listen in and take over a live call
WhatsApp
How most buyers would rather talk to a dealership. Inbound messages and replies run through the same record, rules and approval gate as email.
Inbound messages land on the buyer's record
Replies obey the same autonomy policy as every other channel
STOP and START are honoured as consent on that route
No scraped WhatsApp Web session anywhere in the product
Which channels are live for you depends on the accounts and provider numbers you connect during setup. SMS sending and call recording are carrier-dependent and confirmed in your pilot, not assumed here.
RELATIONSHIP MEMORY
The customer record outlives the sale.
A dealership's best pipeline is the customers it already sold to. That only works if the last three years are on a record rather than in a salesperson's memory.
What a buyer's record holds
IdentityOne person, and every number, address and handle that reached you
InterestWhat they enquired on, what they drove, and what they said they wanted next
HistoryEnquiries, calls, messages, appointments and service visits on one timeline
CommitmentsWhat was promised, by whom, and whether it happened
StageWhere this buyer actually is, from first click to returning customer
Next actionThe scheduled call, reminder or follow-up, with a date
A returning enquiry opens with the previous purchase and the last service already attached.
Duplicate contacts created by a portal, a form and a phone call are merged into one person.
A salesperson leaving does not take the pipeline with them: the aged leads stay scheduled.
A buyer who said "in the autumn" is a dated obligation on the record, not a note in a diary.
RULES · PERMISSIONS · APPROVALS
Price, part-exchange and finance never move on their own.
Autonomy is a setting, and in a dealership the settings that matter are the ones about money. Most keep every one of them with a person for the whole pilot.
Draft only
Connect prepares every reply and sends nothing. Where most dealerships start, while they calibrate tone on their own enquiries.
Review and act
Availability questions and appointment offers go out; anything with a number on it stops in Needs You with the full context attached.
Autonomous within rules
It handles the enquiry and the booking inside the boundary you defined, and escalates the moment a request touches price, part-exchange or finance.
What a dealership typically gates
Any price, discount or offer on a vehicle
Part-exchange valuations, in every form including an indication
Anything touching finance — figures, eligibility, or what a buyer might qualify for
Commitments on delivery or availability dates you have not confirmed
Claims about specification or history that are not in the approved knowledge
Every action Connect takes is recorded — what it did, on whose authority, and the evidence it used. Regulated conversations are a category it hands over rather than a category it handles carefully.
BEFORE VS WITH CONNECT
The same weekend, run two ways.
Nothing here is a claim about results. It is a description of where the work moves.
A lead at 9pm on Sunday
Today
Sits in the portal until Monday. Two other dealers called on Sunday evening.
With Connect
Answered within minutes from approved knowledge, on the channel the buyer used.
A call nobody could reach
Today
Rings out, no message, no record. Nobody knows a buyer tried.
With Connect
Answered, or logged as a scheduled callback against that number.
A buyer three months from deciding
Today
A note that survives until the diary changes hands.
With Connect
A dated next action carrying what they said the first time.
Test drive booking
Today
Three messages back and forth across two days.
With Connect
Offered against real slots, confirmed on their channel, reminded before the day.
A previous customer enquires again
Today
Treated as a new lead, because the form said so.
With Connect
Recognised, with the previous purchase and service history in front of the conversation.
A price question at midnight
Today
Unanswered, or answered by whoever felt confident enough.
With Connect
Acknowledged immediately, with the number itself queued for a person by name.
BUSINESS OUTCOMES
What changes, and how you would prove it.
Connect does not come with a number attached. These are the effects to measure against your own baseline during a pilot on one site.
Faster first response
Leads are answered when they arrive, including evenings and weekends, rather than when the desk is next free.
How you would measure it: Median and worst-case time from lead received to first substantive reply, by source and by hour of day.
Fewer enquiries with no contact at all
The unanswered call and the form nobody worked become visible obligations instead of nothing.
How you would measure it: Share of enquiries — including inbound calls — that received a contact attempt within the day.
An aged pipeline that is actually worked
Buyers with a future timeline are contacted when they said, not when the showroom happens to be quiet.
How you would measure it: Share of aged leads contacted on their due date, before and during the pilot.
Returning customers recognised
Previous buyers and service customers are identified at enquiry rather than re-entered as new.
How you would measure it: Share of enquiries matched to an existing customer record.
Every one of these is measurable from the record Connect writes. Anything about units sold takes a full buying cycle, and we would rather say so than put a percentage on this page.
DEPLOYMENT
One site, one enquiry mailbox, four weeks.
A pilot that starts with every source and every site is one nobody can judge. This starts with the sales enquiry desk.
1Day 1
Connect the enquiry channels
The sales mailbox that portal leads land in, your business identity, and — if you use them — the showroom line and WhatsApp number. Nothing is scraped and no password is shared.
2Day 1–3
Load what is true
Vehicle and service knowledge you are willing to stand behind, opening hours, test-drive slots and the answers you already send every week.
3Day 3
Set the boundary
Autonomy mode, and the hard gates: price, part-exchange, finance, delivery dates. Most dealerships keep all four with a person for the entire pilot.
4Week 1
Run in draft
Connect prepares every reply and sends none. You read them, correct what is wrong, and see exactly how your weekend would have been handled.
5Week 2–4
Release step by step
Turn on sending for availability and appointment conversations first, keeping every number behind approval. Widen only where the drafts were already right.
6End of pilot
Review against the baseline
Response times, contact coverage and aged-lead follow-through against the numbers you started with — then a decision either way.
Existing email continues to work throughout. Connect joins your mailbox; it does not replace it, and a salesperson can take over a conversation mid-thread.
TRUST & LIMITATIONS
What we will stand behind, and what we will not say.
A supplier that oversells to you now is a supplier that will oversell to your customers later.
What holds
Answers are grounded in the knowledge you approved; a question outside it escalates instead of being improvised.
Price, part-exchange and finance can be gated absolutely, so no number leaves without a person.
Every outbound action leaves an audit record: what was sent, under which rule, and with what evidence.
Your mailboxes stay yours — connected with your consent through the provider's own authorisation, and disconnectable at any time.
Workspace data is isolated per business, and the Trust Centre documents retention, data rights and security.
What we will not claim
No guaranteed lead conversion, appointment or unit figures. We do not have a benchmark that would honestly apply to your site.
No published dealer names, logos or testimonials that we have not earned.
We do not integrate with OEM systems, DMS, stock feeds or finance platforms. Connect knows the conversations and records it holds; live stock and finance data are not among them unless that integration is agreed separately.
It does not give financial advice, quote finance terms or assess eligibility. Those conversations are handed to a person, by design.
Service reminders run from the schedule and records you give it, not from vehicle telematics or a manufacturer's schedule.
Channel availability depends on the accounts and numbers you connect. SMS sending and call recording are carrier-dependent and confirmed in setup.
QUESTIONS
What dealerships ask first.
Will it quote a price or value a part-exchange?
Not unless you decide it should, and almost nobody does. Price, discount and part-exchange are hard gates: the conversation is prepared, the buyer is answered on everything else, and the number waits for a person in Needs You with the full context attached.
What about finance? We are regulated on that.
It does not quote finance terms, assess eligibility or advise. It can note that a buyer is interested in finance and hand the conversation to the person who handles it. That is a boundary in the product, not a matter of careful wording.
Does it know what is in stock?
Only what you have given it. There is no stock feed or DMS integration unless that is agreed separately in scoping, so availability answers come from the knowledge you loaded and approved — and a question beyond it escalates rather than being guessed.
What happens to calls we cannot answer?
Inbound calls can be answered on the voice layer when the desk is busy or closed. Where a call still goes unanswered, it becomes a scheduled callback against that number rather than a missed call nobody sees.
We have hundreds of old leads. Can it work them?
It can run the follow-up against the records you hold: what they enquired on, what was said, and when they told you to come back. Every outbound message passes the same approval rule as any other. It is a list you point it at, not a pipeline it invents.
Will customers know they are not talking to the showroom?
That is your decision and your wording, set in the knowledge and identity you configure. What we will not do is claim it passes for a person; it is a digital employee on your desk, working to your rules, with a person one step away at all times.
What does it cost?
There is no public price list. Commercial terms follow JBRH-approved commercial configurations based on the channels, volume and scope you actually need — the pricing page explains what drives the number and how in-policy pricing or owner review is produced.
START HERE
One site, four weeks, every number still yours.
A pilot is your enquiry desk, your leads and your approval boundaries — not a scripted demonstration. You will know inside a week whether the drafts are good enough to send on a Sunday night.
ConnectBY JBRH