The current lead management system is hindered by inefficiencies across lead capture, processing, customer context, and system integration. Customers often submit multiple enquiries for different models, leading to duplicate entries that require manual handling, while the absence of key qualification fields—such as trade-in details, finance interest, purchase timeline, and preferred contact time—forces sales consultants to manually assess each lead, slowing down the workflow. Once captured, leads are difficult to manage due to the lack of bulk update options and prioritisation indicators like hot, warm, or cold, making it challenging to focus on high-intent customers. Additionally, the system offers limited customer context, as it does not display prior interactions, purchase history, or previous enquiries, restricting consultants from understanding the customer’s overall journey. These challenges are further amplified by poor integration with dealership systems, where manual data transfers, unsynchronised updates, and mismatched sales information create inconsistencies in reporting and reduce overall pipeline visibility.Several challenges were identified with the lead capture process.

Customers often submit multiple enquiries for different models, resulting in duplicate leads that require manual updates.
The lead form also lacks key qualification fields such as trade-in information, finance interest, purchase timeline, and preferred contact time.
Without this information, sales consultants must manually qualify each lead, which slows down the sales process.