This article explains how SpaceAuto CRM structures and manages leads, providing clarity on its design, how it organizes customer interactions, and why it differs from traditional CRMs.
Hierarchy of Information
- Traditional CRMs: Separate instances for each lead, often duplicating data if a single customer interacts through multiple platforms.
- SpaceAuto CRM: Consolidates interactions to focus on the customer as a central entity. Activities and opportunities are grouped under one customer profile.
The Leads Tab Overview
Three Primary Sections
- Customers:
- Represents individual profiles for all leads.
- Focuses on customer-level interactions rather than specific opportunities.
- Deals:
- Tracks vehicle-specific opportunities to transact.
- Each deal is tied to a customer's activity, such as inquiries or price discussions.
- Tasks:
- A salesperson’s actionable items, such as follow-ups or scheduled communications.
- Linked to specific customers for streamlined task management.
Customer Profiles
Activity Feed
- A chronological view of customer actions and dealer interactions.
- Includes:
- Messages (texts, emails).
- Website actions (vehicle inquiries, favorites).
- Automation triggers or manual updates.
- Filterable:
- Focus only on messages, notes, or other specific activity types.
Deals
What is a Deal?
- A vehicle-specific interaction where pricing or transactions are discussed.
- Automatically generated when:
- A customer submits a VIN-specific inquiry.
- Interaction involves inventory.
- Deals move through a pipeline:
- Fresh → Desking → Finance → Closed or Lost.
Key Points
- Not all customers have deals (e.g., credit applications without vehicle selection).
- Deals are interconnected with digital retailing tools for pricing and inventory synchronization.
Tasks
What are Tasks?
- Action items tied to customers, generated by:
- Automations.
- Manager instructions.
- Self-assigned tasks.
- Example: “Follow up on trade payoff details.”
Task Management
- Centralized view of all tasks:
- Filter by type (e.g., phone calls, emails).
- Quickly work through a list in task mode.
- Tasks also appear in individual customer profiles for context.
Managerial Insights
Analytics and Reporting
- Lead source data (e.g., AutoTrader, CarGurus) is separated for clarity.
- Use dashboards and reports to analyze marketing performance, rather than relying on the Leads tab.
Usage Contexts
For Salespeople
- Leads Tab: Communication and active engagement.
- Desking Mode: Negotiating deals and moving opportunities through the pipeline.
For Managers
- Focus on dashboards and analytics for performance tracking.
Next Steps
- Explore individual modules:
- Customers.
- Deals.
- Tasks.
- Stay tuned for separate tutorials on:
- Desking.
- Task management.
- Advanced analytics and dashboards.
This structured approach ensures SpaceAuto CRM remains intuitive, efficient, and focused on delivering results through consolidated lead management.