CRM & Lead Management
Convert more leads, manage customer relationships, and drive sales success
CRM Overview
Customer Journey Stages
Lead Generation & Capture
Getting prospects into your system from various sources
Lead Qualification & Scoring
Identifying and prioritizing hot prospects
Customer Management
Building comprehensive customer profiles and history
Sales Process
Appointment scheduling, credit apps, and deal conversion
Ongoing Relationship
Service follow-ups, referrals, and retention
Key CRM Metrics
Active Leads
Current prospects in pipeline
Conversion Rate
Lead to customer success ratio
Appointments
Scheduled sales meetings
Total Customers
Customer database size
Managing Leads
Creating New Leads
- 1Navigate to CRM
Click "CRM" in the left navigation menu
- 2Click "New Lead"
Blue button with plus icon in the header section
- 3Enter lead information
Name, contact details, lead source, and initial notes
- 4Set lead priority and status
Hot/Warm/Cold priority and current stage
Lead Sources
Digital Sources
- Website contact forms
- Social media inquiries
- Online marketplaces (Cars.com, AutoTrader)
- Google Ads and PPC campaigns
Traditional Sources
- Walk-ins and lot visits
- Phone inquiries
- Customer referrals
- Print advertising
Lead Scoring System
Hot Leads
Ready to buy now, qualified credit, immediate need
Warm Leads
Interested but needs nurturing, timeline within 30 days
Cold Leads
Early stage, long-term nurturing required
Lead Response Time
Studies show that contacting leads within 5 minutes increases conversion rates by 900%. Set up automated alerts for new leads.
Customer Records
Converting Leads to Customers
- 1Qualify the lead
Verify income, employment, and credit willingness
- 2Complete customer application
Collect detailed personal and financial information
- 3Verify information
Check references, employment, and residence
- 4Create customer record
Convert lead to customer status with full profile
Customer Profile Information
Personal Information
- Full name and aliases
- Current and previous addresses
- Phone numbers (primary, work, mobile)
- Email addresses
- Date of birth and SSN
Financial Information
- Employment history
- Income verification
- Bank account information
- References (personal and professional)
- Credit bureau reports
Credit Applications
Credit Application Process
- 1Prepare customer for application
Explain process, required documents, and BHPH benefits
- 2Complete application form
Use BHPHApp's built-in credit application with e-signature
- 3Collect supporting documents
Pay stubs, bank statements, proof of residence, ID
- 4Submit for approval
Forward to finance team with recommendation and notes
Required Documentation
Identity & Residence
- Driver's license or state ID
- Social Security card
- Proof of residence (utility bill)
- Auto insurance declaration
Income & Assets
- Recent pay stubs (30 days)
- Bank statements (90 days)
- Tax returns (if self-employed)
- Reference contact information
Compliance Note
Always follow FCRA guidelines when collecting credit information. Ensure customer signs authorization for credit reports and understands the approval process.
Appointment Scheduling
Scheduling Appointments
- 1Access appointment calendar
Click "Appointments" tab in CRM or use calendar widget
- 2Select date and time
Choose available slots and check for conflicts
- 3Link to customer/lead
Associate appointment with existing customer record
- 4Set appointment details
Purpose, assigned salesperson, and preparation notes
- 5Send confirmation
Automatic email/SMS reminders to customer
Appointment Types
Initial meeting, vehicle selection, needs assessment
Document collection, application completion
Final paperwork, key handover, orientation
Check satisfaction, address concerns
Payment discussions, workout agreements
New customer through existing customer referral
Task Management
Creating and Managing Tasks
Common Task Types
- Follow-up calls
- Email responses
- Document collection
- Appointment scheduling
- Reference verification
Task Management Features
- Priority levels (High, Medium, Low)
- Due date reminders
- Assignment to team members
- Progress tracking
- Automatic escalation
Task Automation
Set up automatic task creation based on triggers like new leads, missed appointments, or customer milestones to ensure nothing falls through the cracks.
Communication History
Tracking All Communications
Communication Types
- Phone calls (inbound/outbound)
- Emails sent and received
- Text messages (SMS)
- In-person meetings
- Document exchanges
Recorded Information
- Date and time of contact
- Staff member involved
- Purpose and outcome
- Next steps required
- Customer responses and commitments
Sales Pipeline
Pipeline Stages
Lead Capture
Initial contact and information gathering
Qualification
Needs assessment and budget verification
Credit Application
Document collection and credit review
Vehicle Selection
Inventory matching and test drives
Deal Closing
Final negotiations and contract signing
Delivery & Follow-up
Vehicle delivery and customer satisfaction
Pipeline Analytics
Conversion Rates
Track success rates between each stage
Average Deal Size
Monitor revenue per successful transaction
Sales Cycle Length
Time from lead to closed deal
Lead Sources ROI
Best performing marketing channels
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