Automotive Company — CRM & Call Center Automation

A connected CRM and call center setup that gives an automotive sales team one place to handle every inbound lead and call.

Automotive CRM and call center automation cover visual

Industry

Automotive Sales & Service

Location

Moldova

Services

CRM Implementation, Telephony Integration, Call Center Setup, Reporting

Partnership

Ongoing technical partnership

The Challenge

Inbound calls and leads reached the sales team through several channels, with no consistent way to track who followed up, and when.

  • Calls left unlogged: inbound calls were not recorded against a customer record, so history depended on whoever answered the phone.
  • Informal distribution: leads were distributed informally, leading to uneven workloads and inconsistent follow-up.
  • No reliable measurement: managers had no consistent way to measure call volume, response time or conversion by team member.
  • Calls lost in busy periods: missed calls and unassigned leads were common, with no automatic escalation.
Abstract visual representing the discovery phase

Our Approach

We started with how calls and leads actually reach the team today, then designed a CRM and telephony setup around that flow instead of a generic template.

  • Mapping inbound channels — calls, web leads and walk-in follow-ups — end to end
  • Defining distribution rules that match how the sales team is actually structured
  • Planning telephony integration so every call is logged automatically, without extra steps for staff

Solution

We implemented a CRM connected to the call center, so every call and lead is logged, assigned and tracked in one system.

CRM implementation

1. CRM Implementation

  • Centralized lead and customer records across sales and service
  • Pipelines matching the real sales and service process
  • Clean historical data carried over from previous tools
Telephony and call center integration

2. Telephony & Call Center Integration

  • Every inbound and outbound call logged automatically to the right contact
  • Call recordings and history available directly inside the CRM
  • Missed-call alerts so no inquiry goes unanswered
Lead distribution and control

3. Lead Distribution & Control

  • Automatic routing rules based on team, availability and workload
  • Escalation for leads that sit untouched past a set time
  • Manager visibility into every open and overdue lead
Reporting and ongoing support

4. Reporting & Ongoing Support

  • Dashboards for call volume, response time and lead outcomes by team member
  • Regular reviews to refine routing rules as the team grows
  • Continued support for the CRM and telephony setup

Key Results

Calls and leads now flow through one system instead of several habits — management has visibility it did not have before, and fewer leads go untouched.

-72%

Lost or unassigned leads

-55%

Average response time

100%

Of calls logged to the CRM

Long-Term Partnership

We continue to support the CRM and call center setup as the sales team grows — adjusting routing rules, reporting and telephony configuration as needed.

The system is maintained as a living part of daily operations, not a one-time installation.