Automotive
Auto Dealership & Repair Suite
Respond to every internet lead in seconds, fill the service lane on autopilot, and never let a declined job walk out the door for good.
A full operating system for a franchised or independent car dealership and its service department, or a busy independent repair shop. It covers the entire revenue cycle: internet leads qualified and booked before a competitor picks up the phone, service reminders and recalls fired automatically so the lane stays full, declined and recommended work chased until the customer says yes, trade-in enquiries nurtured to a desk visit, parts quotes turned around in minutes, and lapsed customers reactivated before they drift to a rival. Speed and follow-through are where automotive businesses win or lose. This suite makes both happen without adding headcount.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Internet leads go unanswered for hours while the salesperson is on the floor or at lunch; the shopper has already called the next dealer
Service reminders and recall notices sent late or not at all, leaving service-lane capacity unfilled
Declined and recommended work never followed up, with the customer taking the job to an independent shop weeks later
Trade-in and part-exchange enquiries fall into a black hole after the initial quote, killing a deal that could have been closed
Parts quotes take hours to return, losing the customer to an online retailer or a faster shop
Weak review volume drives shoppers to better-rated competitors on Google and DealerRater
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Internet Lead Responder
Replies to every inbound vehicle-enquiry lead within seconds, qualifies buyer intent, and routes a briefed prospect to the sales team.
Internet leads to a dealership go cold in under five minutes. An always-on responder that qualifies and books in seconds demonstrates a measurable lift in appointment conversion before the first week is out.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Sales Lead Response
Capture every internet, phone, and walk-in lead the moment it arrives, qualify it, and book the showroom visit.
Designed role descriptions ↓Close ↑
Internet Lead Responder
Replies to every inbound vehicle-enquiry lead within seconds, qualifies buyer intent, and routes a briefed prospect to the sales team.
Test-Drive Booker
Converts qualified enquiries into confirmed showroom appointments with automated reminders to cut no-shows.
Service Scheduling & Recalls
Keep the service lane full with automated reminders, recall notices, and frictionless online booking.
Designed role descriptions ↓Close ↑
Service Reminder
Proactively contacts customers due for a service, MOT, or tyre check and books them into the service lane before they drift elsewhere.
Recall & Campaign Alert
Cross-references the dealer's customer vehicles against OEM recall and service-campaign bulletins and books affected owners in for remedy work.
Declined-Service Recovery
Turn declined and deferred repairs into booked return visits before the customer chooses a competitor.
Designed role descriptions ↓Close ↑
Declined-Service Follow-Up
Follows up every declined or deferred repair recommendation with a timed sequence designed to recover the job before the customer goes elsewhere.
Trade-In & Valuation Nurture
Move every trade-in enquiry from an online estimate to a desk visit and a signed deal.
Designed role descriptions ↓Close ↑
Trade-In Nurture
Moves every part-exchange or trade-in valuation enquiry from an online estimate to a confirmed desk visit and deal.
Parts & Quotes
Return accurate parts and labour quotes fast enough to win the job before the customer shops elsewhere.
Designed role descriptions ↓Close ↑
Parts & Quote Responder
Returns accurate parts availability and labour estimates within minutes of an enquiry so the customer books rather than buying online or calling a faster rival.
Reputation & Retention
Build review volume, defend the dealer's star rating, and reactivate customers who have gone quiet.
Designed role descriptions ↓Close ↑
Review Booster
Requests a Google or DealerRater review at the optimal moment after a sale or service visit and routes negative feedback for immediate recovery.
Lapsed-Customer Reactivation
A proposed role to scope and validate before any pilot use.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Median speed-to-lead
Seconds from an internet lead arriving to the first personalised response, the most critical lever for internet lead conversion.
Service retention rate
% of customers returning to the same dealer for their next service, the core metric for parts and labour profitability.
Declined-service recovery rate
A candidate metric; its source and baseline are not yet defined.
Workshop utilisation
% of available technician hours billed, lifted by proactive reminders, recall outreach, and lapsed-customer reactivation.
Internet lead close rate
% of inbound internet leads that result in a vehicle sale, the headline ROI metric for the sales team.
Average Google star rating
Dealer's live Google rating, driven by post-sale and post-service review requests. It directly affects search visibility and walk-in volume.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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